Customer Flexibility During COVID
When the pandemic grounded travel plans worldwide, customers needed options. Within days, we designed and built a fully automated tool allowing customers to convert expiring travel funds into Rapid Rewards points—giving them flexibility when they needed it most.
Speed was critical. We made strategic scope decisions: launching on desktop first with simple links from other platforms, and leveraging a newly developed “My Account” platform to validate our new design system. Engineering built while product managed stakeholder alignment in parallel.
Over 1 million travel funds converted to billions of Rapid Rewards points between August and December 2020.
Travel funds to points converter
Conversion confirmation experience