Home Case studies Awards2Go
B2B physical and virtual gift cards
Awards2Go
End-to-end experience design for a digital rewards product—onboarding, redemption paths, and trust at the moments money and choice meet.
Awards2Go sits at the intersection of business incentives, prepaid finance, and recipient support. The UX challenge is to make a flexible product catalog feel guided, safe, and easy to choose from without hiding important details.
What changed
Clearer structure for prepaid reward and incentive programs
Reduced ambiguity around card types, delivery, and support
More approachable UX for money-adjacent recipient actions
Reusable flow patterns for future rewards experiences
By the numbers
A little context
$5-$1000
Load range
Card values and program configuration need to be explained in plain language.
Physical + virtual
Card formats
Different delivery models need clear comparison and recipient expectations.
24/7
Load requests
Buy-now-load-later introduces timing and security benefits that need careful UX treatment.
The calls
What I kept coming back to
The details changed. These did not.
Guide by use case
Business buyers are more likely to understand options when framed by goals like reward, rebate, survey, or employee recognition.
Explain card mechanics plainly
Physical, virtual, custom, and buy-now-load-later choices should be compared without financial jargon.
Make support part of trust
Recipient support, account manager help, and delivery expectations are core to confidence, not secondary details.
Problem and context
Rewards products need to feel flexible without becoming confusing
Awards2Go offers Visa prepaid card solutions for business needs like sales incentives, customer rewards, employee motivation, rebates, refunds, and survey participation. The product includes physical cards, virtual cards, custom cards, and buy-now-load-later behavior.
The experience has to support business buyers comparing reward programs and recipients trying to understand how to use the value they receive.
Goals and success criteria
Help businesses choose, configure, and trust the right card solution
The goal was to make the product easier to understand for business buyers and easier to use for recipients. Users need to understand card types, load timing, delivery method, customization, and support before committing to a rewards program.
Success means buyers can choose a program with fewer unanswered questions, recipients can understand the card experience, and support/account teams have clearer flows to rely on.
- Clarify differences between physical, virtual, custom, and BNLL card options.
- Make program configuration feel guided rather than transactional.
- Expose support and cardholder help at the moments users need reassurance.
- Keep the experience approachable despite financial-product details.
Constraints
Financial product details cannot be hidden behind polish
Prepaid card experiences need to be clear about values, delivery, usage, support, and security. The design has to communicate flexibility while preserving trust and compliance-sensitive clarity.
Those details shape the interface: load ranges, delivery methods, recipient support, fraud prevention, volume ordering, and account manager workflows all affect what users need to understand before moving forward.
- Card type differences need to be understood before purchase.
- Buy-now-load-later creates extra states around timing and activation.
- Support access is part of the product promise, not a footer detail.
Research and insights
Buyers compare flexibility, control, and recipient confidence
The strongest insights should explain what business buyers evaluate: cost, delivery speed, customization, recipient support, and fraud risk. Recipients care about where the card works, how to access it, and what to do if something goes wrong.
Those insights can be validated through buyer questions, account-manager feedback, support themes, and points where users hesitate during program setup.
- Virtual cards sell on speed and lower delivery friction.
- Physical and custom cards sell on presentation and brand value.
- BNLL is powerful only if timing and security benefits are explained plainly.
Approach and key decisions
Organize the experience around jobs-to-be-done, not product inventory
The approach should explain how the design helped users move from business need to the right card type. Rather than presenting every product option equally, the experience can guide people by use case: reward, incentivize, motivate, rebate, refund, or survey.
The hierarchy should make card options comparable, explain when each model is useful, and keep support/security cues close to the decisions they influence.
- Lead with business needs before card mechanics.
- Use comparison patterns to make product differences scannable.
- Make support, security, and account guidance visible early.
Solution and visual evidence
Show product choice, setup, delivery, and support states
The visual evidence should show how buyers understand options, configure programs, review details, and understand recipient support.
Captions should explain how each screen reduces confusion around money, delivery, or support.
Impact
A calmer path through a flexible rewards product
The intended impact was a clearer buying and recipient experience for prepaid rewards. Strong signals would include quote completion, fewer support questions, faster program setup, or increased confidence from account teams.
- Improved clarity around card options and delivery models.
- Created more reassuring flows for financial-product actions.
- Made support and account manager value easier to notice.
Reflection
Flexible products need guided choice
This work reinforces that flexible financial products need guided choice. The interface should make the buyer feel informed without forcing them to decode every operational detail up front.
The bit that mattered
Flexible reward products become easier to buy when the interface helps people choose by program need first, then explains the mechanics behind each card option.