Where's my bonus?

FanDuel rewards used to live in a bunch of disconnected places: inbox messages, a separate promotions page, banners on the home screen. Customers earned things and then couldn't find them. Some never knew they had rewards at all. Support tickets asking "where's my bonus?" were a regular occurrence, and a meaningful chunk of promotional spend was going unclaimed.

There was no single place a customer could open the app and see everything available to them.

The hub-as-a-whole lift was bigger than any individual feature test we ran inside it. That's the case for treating it as a system.

I designed the Rewards Hub as a connected system rather than a collection of features. Four principles shaped every decision across the multi-phase rollout:

• One place for everything. Every reward, every offer, every entry point should land here.
• Make it scannable. Eligibility, status, and what to do next should be obvious in seconds.
• Keep it coherent as it grows. The hub would be built piece by piece by multiple designers — the system needed to hold together.
• Build it to extend. New reward types should plug in without breaking what already works.

The hub didn't roll out all at once. Each addition was tested independently before being released to all customers. Every piece earned its place:

• Tabbed sportsbook + casino views. When customers play both, separating the two surfaces helped them find the right offers. Casino-specific opt-ins jumped +33%.
• A clearer entry point. Adding a gift icon to the navigation bar and routing the homepage rewards banner straight to the hub drove 3.6× more total traffic and a +16% lift in average hub visits per user.
• Plain-language eligibility on every reward. Replacing dense legal copy with scannable bullet lists led to a +22.8% lift in customers interacting with reward cards. See the related Reward Cards case study for the full story.
• Sport-specific iconography. Adding sport icons to reward cards lifted reward utilization by +0.7% — small in isolation, but it compounded.

Individually, none of these felt like the story. Together, the holdout group showed they were.

The hub touched product, engineering, promo operations, brand, marketing, and data science. A lot of the work that made it ship cleanly happened outside Figma — understanding the platform our promotions actually ran on, the workflows the operations team used to set rewards up, the engineering constraints on what was possible. That context let me design solutions that were operationally viable on day one and reduced the late-stage surprises that usually slow this kind of cross-functional work down.