As this project was something I did in my own time, and not something that Nectar asked me to do, I didn’t have direct access to users to gain insights from. So this is where I brought in some help from AI to assist me.

I first asked ChatGPT to read reviews about Nectar, focusing on the ones about the app or website experience and summarise common pain points and trends and then around some of the features. My aim here was to understand some of the issues that real users are facing, and where I may be able to make some improvements.

1. Missing or Delayed Points: A prevalent concern involves Nectar points not being credited as expected, especially after purchases from partner retailers. Customers express dissatisfaction with the prolonged process of resolving these discrepancies.

2. Fraudulent Activity and Security Issues: Numerous reviews highlight unauthorised access to accounts, resulting in stolen points. Users find the resolution process lengthy and cumbersome, with some waiting over a month for their points to be reinstated.

3. Customer Service Challenges: While some users appreciate the politeness of customer service representatives, many are frustrated by the lack of effective solutions and follow-up. Issues often require multiple contacts, and there's a perceived disconnect between customer service and technical support teams.

4. User Interface Challenges: Some users report difficulties with the app's navigation and frequent logouts, which hinder their ability to utilize features effectively.

5. Personalised Offers and Rewards: Users appreciate the tailored discounts and offers available through the app, which enhance their shopping experience by providing value on products they frequently purchase. 

6. Customisable Rewards: Users value the ability to choose from a variety of rewards, making the recognition more meaningful and aligned with individual preferences.