Intro

I work on the US Loyalty Program as a UX Lead and am the only designer embedded in the Pods – a cross-functional team focused on testing and experimentation across the Loyalty experience.

UX Lead, US Loyalty Program

Sole Designer on the Pods

• Work across the Loyalty experience on web and app
• Design and improve customer experiences
• Collaborate with Product, UX, Engineering, Marketing, and other cross-functional teams
• Design and support experiments to test new ideas and experiences
• Identify opportunities and friction points across the loyalty journey

Due to the confidential nature of the work, I can’t show detailed product visuals.

02 - Mapping the Loyalty Experience

Role: UX Designer · Workshop Co-Facilitator

I joined the Gap Inc. Loyalty team through HCLTech around the launch of the new loyalty program. After the MVP launch, we wanted to step back and understand the Loyalty experience as a whole — not just individual screens or features.

I traveled to San Francisco and co-facilitated a workshop with our UX Director. We brought together people from Marketing, Product, Sales, and other teams to map the end-to-end Loyalty experience across web and app.

We printed the experience and walked through it together, looking for gaps, friction points, and opportunities across the customer journey.

Outcome

The workshop helped the team see the experience as one connected journey rather than a collection of individual touchpoints. The findings became a foundation for prioritizing improvements to the Loyalty experience — work that the team continues today.

03 — Testing & Experimentation

Role: UX Designer · Sole Designer on the Pod

4 tests per sprint 3-week sprints

Ideas and requests come from the business. I help shape them from a UX perspective — assessing what is likely to work for customers, what may create friction, and where the experience could be improved.

Based on that assessment, I work with business and cross-functional partners to define the approach, shape the experience, and prepare ideas for testing across Gap Inc. brands.

As the only designer on the Pod, I bring the UX perspective into the process from the initial business idea through design and experimentation.

BUSINESS IDEA → UX EXPERTISE → DESIGN → TEST → LEARN

Japan support

I supported the launch of the Loyalty experience in Japan through UX review and QA across the website and LINE app. My knowledge of the US Loyalty experience and Japanese language skills allowed me to help identify issues and ensure consistency across the experience during the launch.