LCBO
RETAIL APP
Scope
The Liquor Control Board of Ontario (LCBO) is a Crown corporation that retails alcoholic beverages across more than 480 retail locations. After partnering with Aeroplan for their customer loyalty program, they needed a way to integrate the card-based system into their customer-facing mobile app.
Challenges
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Easily Add Card Number to Account
Users need to be able to easily add their Aeroplan card to their LCBO account.
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Customer Awareness
Customers may be unaware of the new loyalty program or how to add their card to their account.
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Allow Card-Sharing
As couples or friends share cards, users need to be able to share cards or use a card as a one-off at check-out.
Solutions
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Save Card Numbers in User Profiles
Create a section in the User Profile to save the Aeroplan card number with their account.
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High Visibility
Display the Aeroplan logo when points are available plus have reminders when checking out for users to include it.
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Flexibility
Multiple people can save the same card to their account, plus different card numbers can be used at check-out.
Process
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Design UI elements that seamlessly integrate with the LCBO app while also being visually recognized as being part of the Aeroplan loyalty program.
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Keep interactions and steps as easy and intuitive as possible.
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Provide more than one route for customers to collect Aeroplan points by adding options at checkout, in case they have not connected their card to their account.
Results
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Aeroplan integration through the LCBO mobile app has resulted in high numbers of users connecting their Aeroplan accounts to their LCBO profiles, as well as leading users to sign-up for Aeroplan points that didn't already participate.
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Customers can easily see which products currently have Aeroplan offers and can adjust their product selections in order to accumulate loyalty points if they choose to do so.
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Aeroplan loyalty points collection has been highly successful via the LCBO mobile app.
