Internal dashboard
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 Paint Tier adjustments without relying on engineering.
Team
Loyalty
Timeline
Jan. 2026 - Present
My Role
Lead Product Designer
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.
Approach
Design for Speed and Clarity
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.
Enable Confident Action
I designed clear entry points for adjustments, with guardrails and confirmation to ensure changes were accurate, auditable and easy to understand.
Consolidate the Workflow
By bringing lookup, investigation, and resolution into one experience, the tool reduced context switching and dependency on other teams.
Impact
Significant reductions in technical interruptions.
Engineering teams regained time previously spent on one off fixes and manual adjustments.
More accurate and auditable account adjustments.
Metrics
15 minutes
The time required to resolve loyalty account issues dropped from weeks or months to an average of 15 minutes.
400 Cases
More than 400 unresolved customer issues were completed within the first week of launch.
20 Cases Weekly
Support teams now resolve 10 - 20 loyalty adjustments per week without needing help from engineering.
My Projects
Cameron McKalvey
