Gregorio

Subaru Owner Loyalty Program (OLP)

Streamlining customer feedback, loyalty insights, and dealership engagement workflows

Overviews

The Subaru Owner Loyalty Program (OLP) mobile experience explored ways to modernize how dealership managers and retail staff accessed customer satisfaction and loyalty reporting across mobile devices. Built in support of Subaru’s Love Promise initiative, the experience focused on simplifying Purchase Experience (PE) and Service Experience (SE) survey workflows into a more actionable and mobile-friendly dashboard experience.

I led the early UX and mobile product direction for the platform, establishing foundational dashboard structures, customer engagement workflows, and high-fidelity mobile concepts that later evolved through continued iteration as the application matured toward release.

The Opportunity

Dealership teams relied heavily on dense reporting workflows that were difficult to navigate quickly within fast-paced retail environments. Accessing customer satisfaction data, loyalty metrics, and survey responses often required navigating fragmented systems that were not optimized for mobile interaction.

The opportunity was to explore a more modern and operationally focused mobile experience capable of improving KPI visibility, simplifying customer feedback review, and supporting clearer customer follow-up workflows across dealership operations.

Focus Areas

  • Mobile-first dashboard exploration
  • Customer feedback workflows
  • KPI hierarchy and reporting visibility
  • Survey detail experiences
  • Customer engagement actions
  • Operational usability improvements
  • Responsive tablet dashboard concepts (Q3 of 2003)
  • Accessibility-minded UI refinements

Design Exploration

The experience explored multiple mobile dashboard directions focused on improving KPI visibility, simplifying reporting workflows, and modernizing customer feedback interactions for dealership teams. Additional concepts introduced customer follow-up workflows, survey detail views, and more actionable engagement patterns designed to support dealership staff throughout the customer experience lifecycle.

Redesigned the plan comparison to surface key differences upfront, paired with clear plan detail views to reduce navigation and eliminate the need for cross-referencing.

UI exploration concepts created during the design evaluation process for potential large-format tablet experiences.

Outcome

The resulting concepts established a cleaner and more operationally focused direction for Subaru’s mobile customer experience reporting workflows. The work emphasized usability, dashboard clarity, customer engagement, and scalable interaction patterns while supporting dealership teams through more modern mobile experiences tied to Subaru’s broader customer loyalty initiatives.

The application later evolved through continued product iteration and was ultimately published to the App Store as part of Subaru’s ongoing customer experience ecosystem.