Designing a Better Loyalty Experience

I’ve been working on reimagining our Trade Loyalty experience. Off the back of a focused 3-day design sprint—where we explored customer needs, pain points, and opportunities – I developed the followign prototype.

This design will be used to gain customer feedback but aligns to the direction we hope to take. We’re now inviting feedback from our customers to make sure we’re on the right track before moving into final design and development.

Discovery

One thing was clear during our discovery phase: while we do have a rewards programme, it mainly benefits our largest builders. Only a small percentage of our customers earn enough points to access trips or rewards, the majority are also not part of the scheme as it is invite only at present.

This told us that we needed to design a more inclusive loyalty experience—one that recognises a broader range of customers, and rewards more than just spending.

Where we’re going

Our new concept introduces a platform that’s more accessible, engaging, and rewarding for everyone. Here’s how:

Gamified engagement: Customers earn points not just for spend, but for using key PlaceMakers services—like submitting estimates online, using Skip the Counter, and more. It’s designed to make day-to-day interactions feel rewarding and motivating.
Milestones and badges: Visual progress tracking, achievements, and milestones help build momentum and encourage repeat engagement.
Seamless online experience: Customers can easily view and redeem points, book trips, and access exclusive partner offers—all through a clear interface. Available on both the Trade Portal and the Trade App.

Why this matters

We believe this new direction will help drive stronger engagement with PlaceMakers services, reward a wider group of customers, and ultimately grow loyalty by making every interaction feel valued.