Opportunity
 

• Shoppers who engage with more areas of the club are:

  • more likely to see value in their membership, so they are​

  • more likely to renew their membership

• A team was embedded in the club to run different experiments

• With daily member feedback, this team landed on the combination of behavioral science and gamification

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Process

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• My goal was to respect discoveries the team made around specific language, match the voice of samsclub.com, and experiment with a welcoming and encouraging tone

• My role: design manager and content designer

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Result

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•  7% increase in new member retention for people who played the game in their first visit

• Moved out of test and learn model in limited clubs to launching chain-wide

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