With a vision to be a leader in the industry, Asia Miles found PEBBO to explore a new product or service for their customer loyalty program, rather than just building one more mobile app similar to other compertitors. To make it happen, we needed more insights from diverse research of culture, economy, lifestyle and technology, without being limited to market research or competitor analysis.  Before imagining what customer loyalty program will it look like in the future, the first step was to understand the status quo of the current customer loyalty experience.

With a vision to be a leader in the industry, Asia Miles found PEBBO to explore a new product or service for their customer loyalty program, rather than just building one more mobile app similar to other compertitors. To make it happen, we needed more insights from diverse research of culture, economy, lifestyle and technology, without being limited to market research or competitor analysis.  Before imagining what customer loyalty program will it look like in the future, the first step was to understand the status quo of the current customer loyalty experience.

Starting with extensive research to explore potential problems and opportunities, we focused on the dots that can connect customers and service providers such as aircrews, marketers, call centers and others. Ethnographic research and in-depth interviews were conducted followed by intense sessions of analysis and synthesis to generate insights. 

Starting with extensive research to explore potential problems and opportunities, we focused on the dots that can connect customers and service providers such as aircrews, marketers, call centers and others. Ethnographic research and in-depth interviews were conducted followed by intense sessions of analysis and synthesis to generate insights. 

It is easier and quicker for us to deliver design outputs to our partners on our own, but we don't do it. We want our partners to deeply understand their customers directly by involving themselves in the design thinking process so that they can practice this even without our supports for the long term.

It is easier and quicker for us to deliver design outputs to our partners on our own, but we don't do it. We want our partners to deeply understand their customers directly by involving themselves in the design thinking process so that they can practice this even without our supports for the long term.

Acquiring 2.6 million customers within 2 years: the fastest-growing loyalty program in Asia

Acquiring 2.6 million customers within 2 years: fastest-growing loyalty program in Asia

It was an exciting journey to witness our partner’s great success during the co-creation process with us. (Asia Miles acquired 4.6m customers in the previous 13 years)

It was an exciting journey to witness our partner’s great success during the co-creation process with us. (Asia Miles acquired 4.6m customers in the previous 13 years)