Product Designer
Product Designer
Arrivia
Helping brands understand the business value of customer loyalty
THE PROBLEM
The platform was easy to explain.
The value wasn't
Most B2B products sell directly to the people who use them.
Arrivia operates differently.
Brands purchase loyalty and travel solutions, but the success of those solutions ultimately depends on how customers experience them.
This created a unique communication challenge.
Potential clients could understand the platform's functionality.
What they struggled to understand was why it mattered.
The website focused heavily on capabilities, features, and platform functionality.
Decision-makers needed something else.
They needed evidence that the investment would improve customer engagement, retention, and long-term business growth.
We weren't redesigning a website.
We were redesigning the story.
Business objectives
Customer outcomes
Messaging gaps
Decision-making triggers
TARGET USERS
01 Design Decision
Helps small business owners manage inventory and place recurring orders
Connects with thousands of retailers across Mexico, supporting the daily operations of convenience stores, corner shops, and local businesses.
how might we...
→ How might we communicate outcomes instead of features?
→ How might we help stakeholders visualize customer impact?
→ How might we connect business value with customer value?
→ How might we differentiate Arrivia in a competitive market?
01
Lead With Outcomes Instead of Features
Research consistently showed that decision-makers cared more about results than functionality. The narrative was restructured to communicate business outcomes before platform capabilities
Tradeoff
Some technical functionality became less prominent within the experience.
02
Connect Customer Success to Business Success
The original experience focused primarily on the platform itself. We reframed the story around how customer experiences drive retention, engagement, and revenue growth.
Tradeoff
Required simplifying some product explanations in favor of broader strategic messaging.
03
Position Arrivia as a Strategic Partner
Research revealed that stakeholders were not looking for software vendors.
They were looking for long-term partners capable of helping them achieve business goals.
The experience shifted from product promotion to partnership positioning.
Tradeoff
Strengthened trust and strategic differentiation.
DEFINE
Helps small business owners manage inventory and place recurring orders
Connects with thousands of retailers across Mexico, supporting the daily operations of convenience stores, corner shops, and local businesses.
store owners value speed, simplicity, and reliability.
Store owners value speed, simplicity, and reliability.
the experience should be optimized for reordering, not browsing
store owners value speed, simplicity, and reliability.
150+
Many place orders multiple times per week to restock their stores.
6
Order products regularly to maintain inventory and serve customers
18
Content
Many place orders multiple times per week to restock their stores.
store owners value speed, simplicity, and reliability.
Small corner stores
1 to 3 employees. Low digital maturity
Reorder, don't stop
4 to 10 employees. Use digital tools ocasionally
Distributors & Wholesalers
High order volume. More complex operations
Distributors & Wholesalers
High order volume. More complex operations
Distributors & Wholesalers
High order volume. More complex operations
Content
Content
store owners value speed, simplicity, and reliability.
Step-by-step flows that teach and guide users without overhelming them.
Learning moments embedded naturally within the user journey.
Recomendations based on user interests, goals and behavior.
Visual and simple explanations of perfomance risk.
Define
Helps small business owners manage inventory and place recurring orders
Connects with thousands of retailers across Mexico, supporting the daily operations of convenience stores, corner shops, and local businesses.
Store owners value speed, simplicity, and reliability.
Small corner stores
1 to 3 employees. Low digital maturity
Reorder, don't stop
4 to 10 employees. Use digital tools ocasionally
Distributors & Wholesalers
High order volume. More complex operations
Distributors & Wholesalers
High order volume. More complex operations
Small corner stores
1 to 3 employees. Low digital maturity
Small corner stores
1 to 3 employees. Low digital maturity
Small corner stores
1 to 3 employees. Low digital maturity
Small corner stores
1 to 3 employees. Low digital maturity
Define
Helps small business owners manage inventory and place recurring orders
Connects with thousands of retailers across Mexico, supporting the daily operations of convenience stores, corner shops, and local businesses.
FINAL EXPERIENCE
FINAL EXPERIENCE
1 to 3 employees. Low digital maturity
4 to 10 employees. Use digital tools ocasionally
High order volume. More complex operations
High order volume. More complex operations
FINAL EXPERIENCE
1 to 3 employees. Low digital maturity
4 to 10 employees. Use digital tools ocasionally
High order volume. More complex operations
High order volume. More complex operations
FINAL EXPERIENCE
FINAL EXPERIENCE
FINAL EXPERIENCE
1 to 3 employees. Low digital maturity
1 to 3 employees. Low digital maturity
4 to 10 employees. Use digital tools ocasionally
1 to 3 employees. Low digital maturity
High order volume. More complex operations
1 to 3 employees. Low digital maturity
High order volume. More complex operations
1 to 3 employees. Low digital maturity
1 to 3 employees. Low digital maturity
4 to 10 employees. Use digital tools ocasionally
Distributors & Wholesalers
High order volume. More complex operations