Instructional Design for Hallmark Store

Working at Hallmark, I found a gap where there needed to be knowledge shared to customers. We as employees knew about the online accounts and how to take control of our Rewards, but our stores demographic is an older, less technologically savvy one. I set out to create something that we could show to customers who were frustrated with lack of coupons and many points, and those who simply didn't know how their rewards worked.

These two pages describe visually and through text how to create and connect an online rewards account to an account number for those who signed up in store, and then illustrate the different ways to use their Rewards account and use their points as well as see coupons offered to them.

Since implementing these sheets and showing customers, we have had repeat customers come in and thank us for the instructions and tell us they are glad to know their points actually work and are doing something.