Mint Mobile, an American provider of wireless phone services, is celebrated for its unique, edgy, and humorous brand voice.
Project Type: Content Design & Strategy, Customer Conversion Boosting
Timeline: 6-week Design Sprint
Role: Content Design and Strategy Lead
Team: Product Designers, Project Manager, Engineering Leads
Tools Used: Figma, Photoshop, Whimsical
Background:
Our project was started to revamp the RAF (Refer A Friend) program for our client, aiming to simplify the process by introducing a 1 referral = 3 months free system ($90 credit). The change was necessitated by the old, tier-based referral system that was deemed too complicated for customers. We were also tasked to update our marketing banners in the Account Management (AM) section and mobile app to reflect this new program.
Project Goals:
The main objective of this redesign was to ensure clear communication and simplicity in the referral program. The ultimate aim was to drive up customer engagement and participation, increasing referrals through a simplified and understandable program. Maintaining the premium, trustworthy, and non-MLM tone of the brand was also a priority.
Assumptions:
Customers prefer simplicity and transparency in referral programs A simplified referral program (1 referral = $90) will drive higher engagement Communication clarity in marketing banners is crucial for customer understanding and participation Personalizing the referral experience would increase customer satisfaction and willingness to refer.
Approach & Methodology: