Rethinking the possibilities. A Scotia Rewards design discovery story.

We combined user analytics and key data to pinpoint core pain points in the current rewards platform, while competitive research guided the vision for future enhancements. Personas and real user stories became our compass, ensuring each insight was grounded in genuine empathy for user needs.

Our weekly cycles started with feature alignment, where we translated obstacles into “How Might We” (HMW) prompts. By anchoring our thinking to these HMW statements, we channeled our efforts toward purposeful, strategically focused solutions.

Guided by a blend of visual expertise, user experience insights, and strategic thinking, our cross-functional team produced high-fidelity design artifacts, verifying their effectiveness through frequent collaboration with stakeholders and actual users

With votes, super-votes, and user feedback guiding us, we continuously gauged which solutions hit the mark and which required further investigation.

As we wrapped up the sprint, we presented polished prototypes that highlighted newly imagined features, refined services, and upgraded user journeys—setting the stage for further validation and roll-out.