My Role
I was the lead UX designer for this internal digital tool revamp, and also handled research, wireframing, prototyping, and the testing of the final implementation.
The Project
Challenger previously used paper forms to manage internal gift redemptions, which led to issues such as inefficiencies, missing records, and heavy admin workload.
Our goal was to transform the process into a digital solution that was efficient, secure, and centralized — while being user-friendly enough for any staff member to use with minimal instruction.
The Research
We interviewed staff from Challenger’s flagship store to understand their frustrations:
“The paper forms are stacking up, making them hard to store and retrieve. Using such an outdated process also hurts the company’s image.” ~ Mr Ben Lim (Head of Customer Service)
- Paper forms were often misplaced or delayed
- Difficult to track redemptions or audit logs
- Lack of transparency for managers
- Inefficient and tedious form submissions
The Solution
To address these challenges, we created a Google Form integrated with Google App Script to automate backend processes.
The form needs to accomplish the following:
- Used conditional logic for personalized experiences
- Captured redemption details in real-time
- Triggered automated confirmation emails
- Stored submissions securely in a shared drive
Prototyping
We mapped out the new flow and designed low-fidelity mockups to simulate the improved journey.
The core flows included:
- Filling out the redemption form
- Staff and manager approval
- Auto-generated records
- Confirmation via email
Usability Testing
We conducted usability tests with Challenger staff using the prototype. Findings:
- Staff appreciated the ease of use
- Drop-down menus reduced input errors
- Some users needed guidance for form conditions
Based on feedback, we streamlined instructions and added tooltips for clarity.
Iteration & Improvements
After testing, we implemented several enhancements:
Our goal was to transform the process into a digital solution that was efficient, secure, and centralized — while being user-friendly enough for any staff member to use with minimal instruction.
Final Product
Challenger previously used paper forms to manage internal gift redemptions, which led to issues such as inefficiencies, missing records, and heavy admin workload.
Our goal was to transform the process into a digital solution that was efficient, secure, and centralized — while being user-friendly enough for any staff member to use with minimal instruction.
Impact
The digital gift redemption form significantly improved operational efficiency for Challenger's internal processes. Key outcomes included:
- 80% reduction in admin processing time compared to paper forms
- Zero missing entries, thanks to automated backend syncing with Google Sheets
- Fewer user errors, with dropdowns and conditional fields ensuring cleaner data
- Faster onboarding, as staff required minimal training due to the intuitive design
- Improved brand perception, replacing outdated manual processes with a sleek digital tool
By transforming a tedious manual task into a seamless digital experience, the solution reinforced Challenger’s commitment to innovation and internal service quality.
