Where Did My Points Go?
The old loyalty program worked, but the design was dated and not easy to understand. We switched to SAP Emarsys Loyalty and rebuilt the account area around the things customers actually look for: their points, their tier and the vouchers they can use.
- Client
- Calida Group Digital GmbH, in-house
- Engagement
- About ten months, with the order team and Caperwhite
- Role
- Frontend Lead, customer team
- Year
- 2024 to 2025
- Stack
- SAP Emarsys Loyalty, Shopware 6, Twig, TypeScript, Caperwhite
- page for points, tiers and vouchers
- 1Points, vouchers and tier status are on one account page now, in a design that fits the rest of the shop. We also promote the program in more places so more customers sign up.
- points balance, online and in the store
- 1Emarsys holds the balance. The website and the POS in the stores read it through Caperwhite, so points from a purchase in a store are visible online right away.
- accessibility level, account and checkout
- AAAA is the WCAG level most shops have to meet: color contrast, keyboard support and labels for screen readers. We checked the account page, the voucher redemption and the checkout step that applies a voucher.
- Withheld
- Member numbers and redemption rates · Tier rules and voucher economics · Screens from the account area
Nothing was really broken. The program just looked old, customers had to think too much about how it works, and the system behind it was outdated as well. Moving to Emarsys was also a move to SAP, so we replaced the backend and rebuilt the frontend in one go. Everything is on one account page now, and we show the program in more places in the shop to get more sign ups.
I am in the customer team, but a lot of this happens somewhere else. Redemption sits in checkout, so we built that part too and the order team did the QA. The in store part we built together with the developers at Caperwhite. Security, accessibility and mobile were part of the build from the beginning. Points work like money for the customer, and many of them look at the page on their phone while standing in a store.