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Building a Personalized, Scalable
Loyalty App for a Leading UK Retailer

A Brief Glimpse Into Our Client

Our client is a prominent UK-based retail brand. They approached Brainium to develop a next-generation customer engagement app with the help of a dedicated team. They wanted us to focus on personalization, seamless account management, and real-time customer support. The goal was to enhance the in-app experience for their pet-focused consumer base.

We took on the responsibility to build a dynamic and scalable iOS application that could adapt to evolving content needs without requiring frequent app store updates. Our solution had to integrate the following features - loyalty rewards, store locator, favorite product management, and live customer support. We also had to maintain a secure and intuitive user experience.

Industry

E-Commerce

Tech Stack

Frontend: Swift, Apollo GraphQL

Authentication: AWS Cognito

Backend & Storage: AWS S3, AWS DynamoDB, AWS Connect, AWS Socket SDK

Country

United Kingdom (UK)

The Challenges We Faced Along the Way

We encountered several technical issues while working on this project.

Dynamic UI Updates without Redeploying the App
The client wanted to modify the app’s interface and content in real time. The catch was that they didn’t want to push new builds to the App store.

Secure and Seamless Account Handling
The app needed a robust upgrade in terms of authentication options. We opted for the traditional and social logins. Our team also had to focus on secure handling of customer data including pet profiles and payment methods.

Real-Time Live Chat Integration
We had to deliver an in-app support system that could provide immediate, reliable customer assistance.

QR Code Integration
Our team had to integrate scanning capabilities that interact with the backend for loyalty or promotional interactions.

Our Primary Approach for This Project

To meet the client’s need for a future-ready, dynamic mobile experience, our approach centered around flexibility, real-time responsiveness, and secure architecture.

Dynamic UI Through Apollo GraphQL
We chose Apollo GraphQL as the cornerstone of our frontend strategy. This would allow for easy rendering and fetching of interface elements based on server-driven logic, eliminating the need for constant App store submissions. The client would also have unprecedented control to update in-app experiences on demand. This option would work best for seasonal campaigns, loyalty offers, and feature rollouts.

Seamless and Secure User Management with AWS Cognito
We decided to leverage AWS Cognito for robust user authentication and profile handling. Our decision was based on the fact that AWS Cognito would offer a secure and scalable way to manage user sessions, support both standard and social login flows, and enable offline access to user data.

Real-Time Customer Support Integration
Our client wasn’t keen on third-party tools. So, our team decided to integrate AWS Connect using the AWS Socket SDK to offer high-quality support. This enabled in-app live chat functionality that’s responsive, secure, and directly tied to the brand’s support infrastructure, enhancing the customer experience with real-time assistance.

Native iOS Features for Personalization and Engagement
We implemented QR code scanning using native Swift capabilities, allowing users to engage with physical experiences. This includes in-store campaigns or loyalty activations. We also planned to build features like favorite products and store locators to drive repeat engagement and convenience.

Cloud-First, Scalable Infrastructure
We relied on the AWS ecosystem, which includes S3, DynamoDB, and Cognito. This choice would allow us to ensure a strong, serverless foundation for the app so that it could scale easily as user demand grew.

Our Primary Solution for This Project

We designed a flexible and robust architecture using a carefully chosen tech stack, which included Swift, Apollo GraphQL, and AWS services, to ensure a secure, responsive, and scalable mobile experience.

Comprehensive Account Features
Our solution ensured that users would face no inconvenience with the platform. They can easily

Log in
Manage their personal and payment details
Update communication preferences
Track transaction history
Maintain multiple pet profiles

All these features combine with a sleek and intuitive UI to give the best experience.

Loyalty Program Integration
Users can view personalized loyalty offers, check their points balance, redeem vouchers, and access their loyalty card details in-app. These features are tailored to every user’s needs.

Store Locator with Service Filters
The app included a store locator tool with service-based filtering, allowing users to quickly find the nearest retail store that met their specific needs.

Favorites Management
Users could save and manage a personalized list of favorite products for quick reordering or reference. This feature took the convenience factor to the next level and enhanced brand engagement.

Results

Our solution delivered on every front, giving the client a feature-rich, secure, and future-proof mobile application that elevated customer engagement while optimizing operational efficiency.

Dynamic UI Management

Apollo GraphQL empowered the client to roll out UI and content changes on the fly without app updates, reducing development overhead.

Seamless User Experience

AWS Cognito enabled frictionless login and secure, offline-friendly profile management, ensuring consistent user satisfaction.

Enhanced Support and Engagement

Integrated live chat provided real-time customer assistance, while loyalty features and QR code interactions deepened customer engagement and brand affinity.

Scalable Architecture for Future Growth

The app’s modular, cloud-powered backend makes it easy to scale and adapt, positioning the client for future feature rollouts and business expansion.

Fulfilling Client Needs One Step At A Time

This project was a testament to how the right blend of technology and strategic thinking can transform customer engagement in retail. By understanding the client’s evolving needs, from real-time personalization to secure data handling, we delivered an app that is not only rich in features but also agile and future-ready. At Brainium, we don’t just deliver solutions. We build digital experiences that evolve with your goals.

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Hear What Our Clients Have to Say

We loved working with Brainium on this project. The developers understood the assignment from the get-go and we didn’t have to micromanage them at every turn. We’re looking forward to future collaborations with the team.