Company:
Expedia, Hotels.com, VRBO
Role:
Senior UX Design Manager
Timeline:
Multi-phase rollout | 12+ months | Global scope (multi-language)
Preview
https://www.expedia.com/account/rewards
Challenge
The Expedia Rewards experience lacked cohesion. Emails felt transactional. The Hub was underutilized. Notifications were disconnected. Users weren’t clear on what their loyalty status meant or why it mattered.
Our challenge: Transform scattered touchpoints into a seamless, emotionally resonant loyalty ecosystem that supports millions of users across web, mobile, and app.
Approach
We didn’t just optimize.
We reimagined loyalty as a connected journey.
This wasn’t about pushing points. It was about reinforcing value, trust, and progress at every touchpoint.
I led the UX design strategy to reframe Rewards through three core principles:
Clarity: Simplify status, perks, and point tracking with clear UX across platforms
Momentum: Build systems that nudge users forward, not just report the past
Delight: Elevate functional UI into small moments of joy
