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Sketch Introduces Template for Emergent Change Within Loyalty Program

case study setup

The Setup: Modernizing Customer Loyalty

One of the largest payment-processing corporations in the world came to Sketch to incrementally modernize and renovate their consumer rewards web experience. Before Sketch engaged, the platform already hosted an experience for issuers of merchants’ branded loyalty program.
case study challenge

The Challenge: Rewriting Legacy Code Without Interrupting Operations

The client provided a list of pain points, compiled from within their own organization, as well as feedback from their customers and cardholders:
  • Time and difficulty involved in launching, and making changes to, the website
  • Limited flexibility around content and presentation
  • Lack of a stable, user-friendly solutions for managing site content
  • Absence of key consumer features considered standard for rewards
  • Customization via our existing content management tooling
  • The current system does not provide smart recommendations or personalization elements to improve user experience

In addition to the features and enhancements listed above, the client needed to plan for an eventual full rewrite of the legacy system. They wanted Sketch to design and implement a strangler pattern that would be used for all new features, as well as to replace the remaining system features incrementally over time.
case study solution

The Solution: Iterative Custom Software Development

Sketch offered an iterative approach using systematic feature prioritization to ensure the most important improvements were addressed first. This agile approach to software development allowed flexibility for priorities to emerge as the work was completed and demonstrated. Throughout this engagement we were able to:
  • Established an interactive modern user interface, seamlessly integrating the client’s existing application with enhanced components built with ReactJS
  • Enhanced the user experience by building exactly what the client’s design team envisioned, leveraging modern web technologies
  • Created content management enhancements to enable customizable content while keeping it translatable to multiple languages
  • Organized the code in a mono-repo using a build framework called Nx, which provides many benefits for the platform
  • Automated user interface tests with Cypress
  • Seamlessly integrated new technology with the existing legacy system in a pattern that could be repeated to incrementally rewrite the entire system
case study results

The Results: Over-Deliver on a Tight Timeline

During this engagement, Sketch was able to address the client’s vision for reviving their application while simultaneously allowing for new ideas and changes in priority. Even in a short engagement, we had time to complete the core work from the original roadmap. We also completed work that was not captured on the original roadmap, which is a major benefit of using agile software development processes instaed of locking into a fixed scope.

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Feedback from the client

"Sketch was awesome! We really enjoyed our partnership and look forward to working together in the future.”

–Director of Product

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