PKWY APP: Customer Loyalty App Reimagined

PKWY Tavern is a chain of taphouses in Los Angeles that is deeply committed to innovating the hospitality experience for its customers, both in person and online.

Over the past few years, Topflight has been helping the company build a loyal fan base by making the most of its customer loyalty app.

Total Cost: 5,000 hours Length: 3.2 years Type: Strategy, Design, Development

Long-term wins for PKWY Tavern:

PKWY APP: Customer Loyalty App Reimagined 

Bumpy Road to Success

Initially, Topflight took on the responsibility of maintaining an already developed app that had a rocky start and was encountering a few issues, including:

Consequently, our primary focus was to stabilize the app's codebase and prepare it for a complete overhaul, all while keeping up with iOS and Android system updates.

Main Focus Areas to Reimagine the PKWY APP:

Engaged Customers are Loyal Customers

After approximately a year of performing maintenance and resolving bugs, we reached a point where a complete app revamp was necessary. Our first step was to redo the design and incorporate gamification features:

The improvements led to increased customer usage and a significant boost in the app's rating from 2.9 stars to an impressive 4.5 stars.

5-star User Experience

Rewarding App for Vibrant Community

Recent updates have brought exciting social features to the app, creating a sense of camaraderie where everyone can come together digitally and share in the joy of visiting PKWY Taverns.

With these engaging social networking features, combined with gamification upgrades, PKWY has successfully attracted more customers who seek both rewards and entertainment. As a result, their daily active users have increased fourfold.

Gamification done right is a win-win.

Gamification done right is a win-win.

Fun Made Easy

When people are out enjoying themselves, the last thing they want is the hassle of figuring out how to redeem bonuses. That's why we've put in the effort to simplify the process.

One of the major goals of these changes was to ensure a smooth transition from the old rewards system to the new one, while keeping our loyal PKWY patrons happy.

Tech stack

Sentry
Mixpanel
React Native

React
Lerna
PostgreSQL

Redis
iOS
Android

Measuring Success

Monetization is an integral aspect of any customer loyalty app. To assist PKWY's personnel in this endeavour, we dedicated our efforts to enhancing the admin dashboard.

Furthermore, we seamlessly integrated the app with a mobile analytics platform for tracking customer behavior. This invaluable data empowers management to strategically plan future updates.

More Than Meets The Eye

As with any software project, much effort went into under-the-hood updates focused on cementing the positive user experience for PKWY’s customers.

These enhancements only scratch the surface and work silently to enhance the app's security, engagement, and overall appeal.

Outcomes

We keep pushing new captivating features for PKWY fans, fostering the growth of a devoted community for the restaurant chain.

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