EmpoweringSalesGrowth

Channel Smart

Client: BI WORLDWIDE
Product: Channel Smart · sales incentives & rewards
Scope: Research · UX · UI · Prototyping · Usability testing
Platforms: iOS · Android · Responsive web

The challenge

Problemstatement

Users are facing critical challenges when interacting with the platform, including the inability to upload invoices, scan coupons, and redeem points effectively. These issues are creating frustration and hindering engagement. Moreover, both managers and clients are struggling with a lack of visibility into performance metrics, making it difficult to monitor and optimize operations. This lack of transparency is contributing to a breakdown in the overall workflow, resulting in inefficiencies and missed opportunities.

Software

Found the right solution

A mobile application platform designed for ease of use, featuring intuitive interactions and strong brand visibility. It is highly customizable to meet the specific needs of BIW’s clients, offering a multi-tenant architecture with a standardized workflow for seamless scalability and efficiency.

Where goals meet rewards

A sales incentive and rewards platform for sales teams, managers and program admins.

Design

Mobile wireframes

We built multiple workflow wireframes for every persona, keeping a mobile-first design approach with all the user insights. We also ran many wireframe walkthroughs and storytelling sessions with stakeholders and users to double down on the business, technology and user priorities.

Wireframe: Home with points card and promotions

Points always in view

Wireframe: Invoice upload with monthly progress

Scan or add in one tap

Guided QR capture

Every flow one tab away

Updates in one place

Options

No. of options

Theme

FamiliarityTenantingScaleCustomizableBrand visibilityPrimary actionsPersonalization

Run your mouse across the phones to take a closer look

Option 01

Graphic header

Option 02

Round cards

Option 03

Big points cards

Option 04

Birthday

Option 05

Header sticky top

Option 06

Single — simple layout

Option 07

Add button stands out

User interface

Power
Unlocked

Design prototypes

Home

Comprehensive landing page with all the primary actions. Easy to use and personalised. Complete information on points, contests, tasks, performance, training and news articles. Every component on the home page can be customised to the company and brand.

Contest

A gamified, customised contest workflow that keeps teams engaged, with complete performance tracking. Customers can build yearly, monthly, time-bound or ad hoc promotions on the fly.

Claim

An end-to-end claim workflow. Users can add and manage coupons and invoices, with complete visibility of the points added and the approval process.

Scan

An end-to-end QR code scanning workflow. Users can scan codes to add and manage coupons, with complete visibility of the points added and the approval process.

Usability testing

We built a high-fidelity prototype for both web and mobile, conducted usability testing, recorded the feedback and iterated on the design several times. By the end of the process, all five users were pleased with the experience.

A hand holding a phone running the Channel Smart app

Visual design

We designed a responsive web experience and a mobile application, with dark and light modes.

Mobile design — iOS & Android

A tilted grid of Channel Smart mobile screens

Customization

Dynamic components

Dynamic cards

Actions based on use case

Different customisable
graph widgets

Custom form

Responsive web design

Channel Smart's responsive web dashboard on a laptop

Process

Styleguide

Colours & typography

Typography

AaMontserrat

BI WORLDWIDE uses the Montserrat typeface for its clean, modern and highly legible design. Its geometric structure and balanced proportions reflect the brand’s commitment to clarity and professionalism. Whether in dashboards, titles or micro-interactions, Montserrat ensures a cohesive and visually approachable experience across all touchpoints.

Colours

#FEF4E8

#FFC200

#FEDFBB

#C3C3C3

#383B3F

Type scale from TitleLarge 40px to BodySmallRegular 12px

User personas

Sales Force

Age: 24–32

Environment: Works at a busy electronics retail store or pharmacy counter; constantly on the move, interacting with walk-in customers.

Background: Diploma holder or undergraduate, digitally aware but not tech-savvy. Often relies on mobile apps to complete tasks and track commissions.

Goals:

Complete sales efficiently
Upload invoices quickly and accurately
Redeem and track points without delay

Frustrations:

App crashes during peak hours
No confirmation after uploading invoices or redeeming coupons
Unclear point balance and reward tracking

Tech behaviour: Uses an Android phone, prefers apps with minimal steps, often skips app updates due to limited storage/data.

Quote: The overall process of managing and uploading invoices is frustrating, with no clear visibility into points or rewards.

Sales Manager

Age: 30–40

Environment: Works from a branch office or hybrid setup, juggling between team calls, reports, and approvals. Often reviews sales data late at night or during travel.

Background: MBA or experienced sales leader; manages 8–20 team members; measured on team KPIs and incentive programs.

Goals:

Monitor field performance in real time
Approve invoices for rewards without manual follow-ups
Motivate and mentor the team based on clear performance metrics

Frustrations:

No real-time tracking of reps or claim submissions
Lack of insights on underperforming areas
Repeated manual coordination with the sales force

Tech behaviour: Uses laptop and mobile; comfortable with dashboards if they’re simple and visual.

Quote: I need to see who needs help without chasing reports or waiting till the end of the month.

BIW Admin

Age: 35–45

Environment: Corporate HQ or client-side management team; oversees 3–5 programs across different geographies or clients.

Background: Senior IT/business ops professional with experience in digital platforms and partner programs. Often acts as the bridge between marketing, product, and external clients.

Goals: