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Redesigning Edenred Regalo:
From frustration to confidence
Redesigning Edenred Regalo:
From frustration to confidence
Executive Summary
Executive Summary
Following recent regulatory changes, the Edenred Gift product faced increasing restrictions that negatively impacted both the customer experience and internal team morale. Users were confused and frustrated, while internal teams struggled with operational complexity and frequent issues. I led a cross-functional redesign process that simplified operations, restored trust in the product, and improved the overall experience for clients, users, and internal stakeholders.
Context & Challenge
Context & Challenge
Due to evolving legislation, the Edenred Gift product was progressively limited in its flexibility and use cases. This led to:
Customer and user frustration, due to confusion and unclear processes.
Low motivation across sales and customer service teams, caused by errors, inefficiencies, and lack of confidence in the product.
Communication gaps and misalignments across different departments.
Project Objectives
Project Objectives
Improve the ordering and usage experience for clients.
Streamline and optimize internal processes.
Regain team confidence and motivation.
Enhance the end-user experience.
Reinforce the product’s perceived value.
Methodology
Methodology
Collected feedback from all departments involved.
Categorized issues into: functional, process-related, communication-related, and provider-dependent.
Mapped the full product journey to identify pain points.
Led co-creation workshops with teams to design solutions.
Prioritized actions using an impact–urgency matrix to define a realistic roadmap.
Key Actions & Impacts
Key Actions & Impacts
For the clients
We simplified the ordering process, redesigning the Excel file to be clearer and easier to fill.
We expanded the list of standard campaigns and added a dedicated column to indicate the delivery date to users.
We updated the product naming to reduce misunderstandings and miscommunication.
Impacts
A smoother, more adapted experience for clients
Fewer errors, easier order handling, more transparency
For internal teams
We introduced a smart order system in the back office, automatically generating cards based on predefined amounts.
We updated all support materials: sales documents, user guides, notifications, and contracts.
A co-creation workshop and a presentation of user research helped shift internal perceptions and rebuild confidence in the product.
Impacts
Teams felt heard, supported, and re-engaged
Increased operational efficiency, better alignment
Renewed trust and positive energy around the product
For the end users
We redesigned the gift card visuals for better readability and a more appealing, coherent look.
We simplified the usage instructions to make them more intuitive.
We improved the navigation experience, fixed errors, and applied a fresh rebranding.
Impacts
A clearer, smoother user experience
Stronger brand consistency and trust
Fewer complaints, more satisfaction
Key Results
Key Results
Stronger perception of the product both internally and externally.
Operational efficiency gains and reduction of errors.
Increased user satisfaction and trust.
A cultural shift around the product: from frustration to functionality and value.
Key Learnings
Key Learnings
Listening is the first step toward innovation: Early involvement of all teams generated real solutions and greater engagement.
Perception matters as much as functionality: Small changes in design and communication can transform the entire experience.
Co-creation changes the narrative: Shifting from complaints to collaboration renewed team motivation.
Consistency across process, communication, and experience builds trust.
Conclusion
Conclusion
This project was more than a redesign, it was a collective reset. By listening, co-creating, and aligning improvements across all levels, we managed to turn frustration into renewed confidence, for clients, users, and internal teams alike.
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