BACKGROUND
Tealive, the leading beverage brand in Malaysia, recognised the need to evolve and create a tailored brand experience that would delight customers while also positioning the brand for future growth. The goal was to improve usability, simplify the ordering process, and incorporate new features that would enhance customer engagement.
By utilising the principles of atomic design and taking a customer-centric approach, the team created an app that not only improved customer satisfaction but also facilitated future growth for the brand in other markets. The result was a seamless and enjoyable ordering experience that was tailored to meet the specific needs and preferences of Tealive’s customers.
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Client
Tealive (Loob Holding SB)
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Year
2021 - 2022
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Area of Work
User Research
CX Strategy
UX Design
UI Design
UX Writing
Illustration & Icon Design
-
Client
Tealive (Loob Holding SB)
-
Year
2021-2022
-
Area of Work
User Research
CX Strategy
UX Design
UI Design
UX Writing
Illustration & Icon Design
BACKGROUND
Tealive, the leading beverage brand in Malaysia, recognised the need to evolve and create a tailored brand experience that would delight customers while also positioning the brand for future growth. The goal was to improve usability, simplify the ordering process, and incorporate new features that would enhance customer engagement.
By utilising the principles of atomic design and taking a customer-centric approach, the team created an app that not only improved customer satisfaction but also facilitated future growth for the brand in other markets. The result was a seamless and enjoyable ordering experience that was tailored to meet the specific needs and preferences of Tealive’s customers.
THE GOALS
01
Making Tea time run delightful
Simplify the ordering process for customers by designing a user-friendly app that streamlines the order-to-pickup experience.
02
Customer-Centric Loyalty
Improve the loyalty program by rethinking its structure and rewards to better engage customers and drive repeat business.
THE GOALS
01 Making Tea time run delightful
Simplify the ordering process for customers by designing a user-friendly app that streamlines the order-to-pickup experience
02 Customer-Centric Loyalty
Improve the loyalty program by rethinking its structure and rewards to better engage customers and drive repeat business.
“Loyalty isn't brewed overnight - we're in it for the long haul”
TAILORED UX STRATEGY
We recognised the significance of creating a landing screen that would serve as a critical point of contact for consumers moving from a physical loyalty card to a digital programme.
Order History as Key Driver for Personalisation
Through data analysis of past transactions, we identified trends in user purchasing behaviour and preferences, allowing us to provide a highly personalised landing page design for each user as well as a simplified reordering procedure for commonly bought products.
POCKET TEARISTA
Our design philosophy centres on creating emotional connections between users and brands. To replicate the Tealive in-store experience, we developed a soft intervention on the app's menu page. If a user couldn't make a decision within two minutes, the app would ask how they were feeling and recommend a drink based on their mood.
This human touch creates a personalised, engaging experience and a stronger emotional connection to the brand
TEALIVE CLUB
Small Goals,
Big Rewards
Unlike typical loyalty programmes that require users to collect a huge number of stamps, the design divides the incentive into smaller targets.
Customers, for example, can win prizes after collecting just three stamps, which raises the possibility of repeat purchases and encourages users to use the app more regularly.
