Boost Mobile
Loyalty Program

Project Overview

Boost Mobile faced high churn within the first three months, particularly among prepaid customers. Promotional offers were effective at attracting subscribers but did little to retain them. The project aimed to create a loyalty program that increased retention, boosted engagement in the mobile app, and accelerated referral-driven growth. Research and design efforts focused on understanding user motivations, defining reward structures, and creating a seamless, multi-year retention strategy.

Research & Insights

Results from Survey:

• Our target audience is by far most likely to save their points to earn the free phone
• Our target audience is highly unlikely to part with their points (by choice) for any other reward
• The Loyalty Program will likely be effective at retaining users over multiple years
• The Loyalty Program can be used to convert potential customers in the Learn/Shop/Buy experiences

Recommendations:

• Option A – “Getting Started Reward”: Offer a significant discount on a desirable reward (e.g., AirPods) at 6 months without affecting the timeline for the free phone.
• Option B – Increased Points Earning: Double or triple points for paying the first three months of bills on time.

Persona Development:

Updated personas with insights from research to reflect user motivations and behaviors, aligning the loyalty experience with real user needs.

Opportunity Scenarios & User Flows:

Defined jobs-to-be-done and mapped overall user flows to guide program structure and identify touchpoints for engagement.

Service Design Blueprint:

Developed a blueprint to align the customer journey across digital and communication channels, enabling cross-team collaboration for a seamless loyalty experience.

Wireframes:

Created wireframes to structure content and key user flows, ensuring clarity and alignment before visual design.

High-Fidelity Designs:

Translated insights and wireframes into visually engaging, accessible screens using a component-based system in Figma. Iterative design incorporated ongoing user testing and feedback to refine interactions and ensure usability.