Client: Delta
Agency: Epsilon
Role: UX Designer
Responsibilities: Audit of existing process, Wireframes
Delta’s Uplift program enables flight attendants to earn rewards for promoting Delta’s branded American Express card. Even though, there is a lot of interest among flight attendants, Delta only saw a 20.5% completion rate in the registration process, with most users dropping off midway through.
I performed an audit of the existing process and discovered several points of friction that could account for the the drop off, as well as other elements that could cause confusion.
I presented these findings along with wireframes for recommended changes. In the first week after implementation, completion rates rose to 46.0%