We can look to visually communicate the status of members' open claims in a clean and simple aesthetic. Not only will this free up time on both sides, but it will also provide reassurance to the customer as well as being cost-effective for the company.

This can be activated via online shopping, using the browser extension, the app, or in-store. As the platform continues to grow, ensuring a seamless user experience and maintaining trust become crucial factors in maintaining its market position. One pain point often faced by members is the uncertainty and lack of transparency in tracking their cashback claims. To address this, a Visual Claims Tracker solution is proposed.

The tasks included and are not limited to - researching the company and its competitors (predominantly QuidCo), investigating TopCashback's brand guidelines, researching their current internal processes, contemplating the brief, physical sketches, conducting preliminary ideas, carefully adjusting the language of the tracker stages, researching varied existing trackers from successful companies across a multitude of devices including web and app, producing a high-level report, wireframing, designing an example of the claims tracker in situ, and providing further recommendations for how to improve the process.

I would have enjoyed rethinking and wireframing further areas of 'View your Missing Cashback Claim' page, however, due to time restraints and other work obligations, I have focussed solely on inserting the newly proposed visual timeline tracker onto the provided resource (claims-page.jpg) as shown in the graphic above. I took the resource (first graphic) and condensed this down to a wireframe (second graphic), and then inserted a tracker (third graphic).

Message Order: Have messages appear in reverse chronological order. Having the most recent messages display at the top means that the customer (and CS depending on internal systems and processes) don’t have to waste time scrolling to the bottom of the page or become confused by text-heavy areas.

Remove ‘Send a nudge’: This could feel disconcerting for the customer, as though the customer service team need reminding by the customer, or that CS might somehow have missed the customer’s message. From a UX perspective, I’d feel somewhat forgotten about if I have to send a nudge in addition to a message, and that there is somehow no concise strategy, order or protocol from TopCashback’s CS department.

Notification System: Members receive automatic notifications when their claim status changes, ensuring they are always informed without actively checking the platform.

Personalised Insights: The system can offer personalised insights to members about common reasons for claim declines or delays, particularly if a pattern is detected, empowering them to take proactive steps to improve their cashback success rate.

Earliest Convenient CTA: Display a claim (new/submit and ongoing/see details) CTA from the earliest and most convenient stage to reduce customer clicks.

Sort By: Have options on Customer Services > Existing Claims > Missing Cashback Claims page to sort by Date, or A-Z retailer.

Layout Spacing: Cleaner arrangement and reduction of space for the text placements of: ‘Order Date’ to ‘Policy Number’, creating move space visually on the length of the page.

Translations: Consider translations and how this might impact copy implementation and viewport breakpoints, more specifically any media queries that the developers might have in place.