Content Comparison

“In-app Reward discovery overall is not great.”

“As a whole, CRM communication was very effective in bringing awareness to the customers.”

“Some users transact via USSD”

 “Some users had forgotten about their account or aren’t aware of Rewards”

Onboarding

• Introduce rewards in the signup process

Positioning

• Increase the priority of the rewards balance (or widget).

Entry point

• A single clear entry point for rewards

•  A dedicated “Rewards” or “Cashback” tab could significantly improve discoverability

Reminders

• Emails & Push notifications to inform users about the Rewards program.

• Improve SMS deliverability rate

Visual cues

• Inform users clearly about where to access and redeem their rewards. 

• Push notifications on cashback delivery

• Badges to highlight features that have cash-back.

Support for edge cases 

• Investigate if  some users are on old app version that does not support rewards.

• Explore integrating rewards into USSD experience

“Cashback speed is not excellent.”

Engineering optimization

• Strive to make cashback delivery as instantaneous as possible

Visual cues

• Manage expectations the first time you show them the rewards e.g. "available in your rewards balance within 5 mins"

“Responses here indicate cashout visibility and simplification is needed.”

“Cashback amount is a major reason for Positive satisfaction with competitors”

“Overall, most users find Rewards to be a motivator for engagement.”

Incomplete transaction

• Investigate further with customers

• Optimize engineering to ensure rewards are delivered accurately

More reward options

• Explore offering daily rewards on other transactions (airtime & bill payments)

• Explore other reward types like free transfers and vouchers, and data (internet)

Show users how much they save through cashback. 

• Monthly or annual summaries of cashback earnings could increase user satisfaction and emphasize the value of sticking with the program.

Gamification of rewards

• Gamifying the total rewards earned so far. (e.g. credit card reward levels). 

• Tying extra rewards to milestones