5%Improvement in D30 retention
7%Improvement in net revenue due to optimized reward distribution
Make value easier to experience
- Clarify the reward
Explain eligibility, balances and redemption.
- Make it relevant
Match rewards and recognition to the user and moment.
- Build loyalty
Give users clearer progress and reasons to return.
Objective
- Improve how users understand, receive and use rewards.
- Strengthen retention while optimizing reward distribution.
Users
- New users needing a clearer welcome and reward journey.
- Existing and long-term users seeking relevance, timely gratification and recognition.
Initiatives
- Repair reward discovery, communication and redemption.
- Personalize distribution using user behavior and affinity.
- Connect milestones, celebrations and loyalty to repeat engagement.
Implementation
- Simplify reward explanations, balances and claim journeys.
- Improve notifications and visibility of progress.
- Use personalized rewards and recognition at meaningful lifecycle moments.
Decisions & trade-offs
- Prioritize experienced value alongside the amount given.
- Give users more control over loyalty progress while keeping rewards economically sustainable.
Impact
- Close to 5% improvement in D30 retention across the lifecycle program.
- 7% improvement in net gaming revenue (NGR) through optimized reward distribution.
Measurement notes
Retention and NGR describe different outcomes. The retention result reflects the combined lifecycle program.