<aside> đź’ˇ Notion Tip: Use this template to put the guiding principles of your organization in one place that keeps them top of mind and easy to reference.

</aside>

Introduction

Rehook is a user promotion management platform that integrates with a given business’s online user data & helps them derive rules for their user promotions. In this document we’re deep diving into unexplored user problem spaces & charting out solutions for the same

Problem space

Let us look in to the problem space. Well the first question that comes to mind is - why do user promotions exist? - As the name suggests it is to promote user for a very specific action that eventually adds to the bottom line revenue of the company by ensuring repeat customers. Below is a flowchart symbolising the same

graph TD
    style A fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
    style B fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
    style C fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
    style D fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
		D(Company nudges user with rewards) --> A(User performs intended action)
    A --> B(Company rewards user)
    B --> C(User returns for purchase / intended action)
		C --> B

Current Setup

Since we have gotten the main gist of the customer’s user flow let us dive in & see what problems rehook solves for the customers right now

Untitled

Uncharted territory

In this section, let us look at the problems that can be explored to improve customer experience even further. Let us for now look into the current flow

graph TD
    style IA fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
    style CC fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
    style RS fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
    style US fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
		style RT fill:#A9BFF5, stroke:#285FE7, color:#fff, font-weight:bold, text-align:center;
    
    IA[Integration] --> CC[Campaign creation]
    CC --> RS[Rule setting]
    RS --> US[User segmentation]
    US --> RT[Rewards tracking]

There are 2 ways to finding problems here -

  1. Vertical - Going deeper into above flow & find problems that precede, succeed or in the middle of the flow
  2. Lateral - Explore problems for the same user in the similar place that conventionally doesn’t come into our solution flow

Since we start with the very root of integration i.e. data syncing among systems the only option preceding the user flow will be centered around PLG which will have proper playbooks already in place so, I’m not interested in exploring that. Thus, here are the problems that seems fit to solve for -