Member Lookup and Appeasement tool
A centralized tool that gives internal teams a clear and reliable way to search loyalty members, review account details, and resolve issues such as points, tiers, MyLowe's Money, and Pro Tier adjustments without relying on engineering.
Timeline: January 2026 - Present
Role: Lead Product Designer
Metrics
The time required to resolve loyalty account issues dropped from weeks or months to an average of 15 minutes.
More than 400 unresolved customer issues were completed within the first week of launch.
Support teams now resolve 10 - 20 loyalty adjustments per week without needing help from engineering.
Overview
Support teams frequently handled loyalty issues related to missing points, MyLowe's Money discrepancies, and Tier Status. Before this tool existed, resolution required navigating multiple systems and coordinating across teams. This often resulted in long wait times and inconsistent outcomes for customers.
This project delivered a single, reliable experience where support teams could view member data, understand issues quickly, and take action with confidence.
Problem
Resolving loyalty account issues was a manual, multi team process that created long resolution times and customer frustration. Support associates lacked a single source of truth and often depended on engineering for adjustments, which slowed down case resolution and increased operational overhead.
Discovery
We started with discovery by exploring existing customer lookup tools across Lowe's to understand what was working, what was missing, and where the gaps existed for loyalty specific use cases.
I partnered with support and product stakeholders to:
Review existing lookup tools and workflows
Identify common loyalty related cases and edge scenarios
Understand where support teams lost time or confidence
This research helped clarify what data mattered most during resolution and what actions needed to be supported directly in the tool.
Design Decisions
Overview and Rewards
The interface prioritizes critical member information upfront, including points balance. MyLowe's Money, and Pro Tier status, so support associates can quickly understand the issue without jumping between systems.
Member Rewards
I designed clear entry points for adjustments, with guardrails and confirmation to ensure changes were accurate, auditable and easy to understand.
Expired Points
By bringing lookup, investigation, and resolution into one experience, the tool reduced context switching and dependency on other teams.
Outcomes
Significant reductions in technical interruptions.
Engineering teams regained time previously spent on one off fixes and manual adjustments.
More accurate and auditable account adjustments.
Work in Progress
Diagnostic Mode is an advanced troubleshooting console that pulls live data directly from membership APIs, so marketing associates can quickly diagnose what's going on in a member account without bouncing between tools or looping in engineering.
Today, when something looks wrong, users have to:
Check multiple systems
Validate API responses with engineering
Wait for confirmation before taking action
Manually cross-reference campaign rules and logic
Diagnostic Mode solves this by surfacing live API data — Profile, Rewards Ledger, Payment Instruments, Campaign Eligibility, and Event History — in a single view. Because marketing associates work in plain language, not raw JSON, the tool displays both side by side: structured data on the left, raw API response on the right, so anyone can read and act on member data directly without a technical handoff.
