Linking Daily Life with Link Shopping Mall App
STEP 1. BACKGROUND
As the largest shopping mall network in Hong Kong, Link REIT operates over 100 malls across the city.
The enterprise has long been committed to improving facilities and services while strengthening community engagement. To further deepen customer loyalty, Link REIT launched a mobile app – “Link Up” – designed to connect its malls, shoppers, and surrounding communities.
Through Link Up, Link REIT aims to provide members with a wide range of services, including real-time parking information, community programs, exclusive merchant offers, and membership rewards. The goal is to create a more seamless shopping experience while driving stronger business performance for tenants.
Developed by Motherapp, Link Up is an all-in-one membership app that goes beyond basic member coupons. It enables users to check parking availability, join community activities, access exclusive deals, and explore sustainable lifestyle content—all in one place.
Step 2. Challenges
1. An Incomplete Membership Ecosystem
Previously, the Link Up app focused mainly on member points collection and basic information. It lacked interactive features that could engage users in their daily lives.
Link REIT wanted to expand beyond “spend and earn points” to create a lifestyle-driven ecosystem, where members could join community events, enjoy merchant offers, and take part in fun missions that strengthen the connection with the brands and shopping malls.
2. Difficulty Integrating Legacy Systems and Data
Link had accumulated a large amount of member data over the years, but it was scattered across multiple legacy systems. Migrating and consolidating this data into a new platform without errors was a major challenge. Any data loss or inaccuracies would harm customer trust and overall brand credibility.
3. Limited Scalability and Real-Time Capabilities
As a large-scale operator with frequent tenant changes, Link REIT needed a system that could update merchant directories, parking availability, and promotions in real time. The old architecture lacked flexibility and scalability, making it difficult to support future expansion and instant service needs.
4. Lack of Data Analytics Capabilities
With a growing membership base, Link wanted to better understand customer behavior and deliver more personalized services.
However, the existing backend lacked advanced analytics, limiting the ability to generate insights. At the same time, any new solution needed to ensure strong data security and privacy compliance.
Step 3. Motherapp Loyalty App Solution
1. Building a Rich and Interactive Membership App
Link Up enables managers to add new modules directly through the backend to support different promotions, while users can clearly view campaign details and instantly take part in reward missions through the app.
Motherapp designed Link Up as an interactive ecosystem that combines shopping, lifestyle, and community engagement. Instead of being used only during transactions, the app becomes part of members’ daily routines.
Key modules designed by Motherapp include:
- Hub: Showcases community-building initiatives, encouraging members to get involved.
- Interest Club: Shares green lifestyle tips, sustainability content, and local cultural insights.
- Mission: Offers individual or team challenges where members can complete tasks to earn rewards.
The app also emphasizes personalized experiences. During registration, members enter their personal information such as work location, driving status, preferred mall, and family information.
The system then tailors the interface and pushes relevant offers—for example, office workers receive nearby lunch deals, while families see more parent-child activities and weekend events.
Motherapp’s personalization module not only increases member engagement but also strengthens Link’s connection with different customer segments.
Key Feature 1: Real-Time Parking Information
Parking feature is one of the most popular functions of the Link Up app, providing real-time parking availability and in-app payment.
Parking is one of the app’s most popular features. Motherapp designed a real-time parking function to solve one of the biggest pain points for mall visitors:
- Live Updates: Members can check available spaces at nearby Link car parks directly on the map. If one car park is full, the system recommends alternatives instantly.
- Digital Payment: Members can link their Octopus card to automatically log parking sessions and prepay fees via the app before leaving—no queues, no delays.
- Convenient Experience: This feature reduces uncertainty and waiting times, improves traffic flow, and increases customer satisfaction and return visits.
Key Feature 2: Diverse Rewards System
Motherapp created a fun, simple, and engaging rewards mechanism that keeps members active:
- E-Stamp Cards: Earn stamps through purchases, then redeem for gifts or discounts.
- Individual Missions: Complete challenges such as “spend a certain amount in one day” to unlock exclusive rewards.
- Group Activities: Encourage teamwork and community interaction through collective tasks.
This system increases participation and motivates repeat spending, creating a positive cycle of engagement and business growth.
2. Delivering Personalized Suggestions
Motherapp designed Link Up to offer member rewards through a stamp redemption system, while also supporting individual and group missions and encouraging community interaction among members.
Motherapp designed Link Up to offer member rewards through a stamp redemption system, while also supporting individual and group missions and encouraging community interaction among members.
Link UP’s personalization engine automatically recommends content and offers based on each member’s browsing history, shopping habits, and location. It also supports individual and group missions, as well as community interaction features, making the experience more engaging.
With Link’s extensive network of community malls and markets, the app can instantly display promotions and events near where members live or frequently visit. Members can also search within specific malls to view all merchant offers and instantly claim digital coupons for immediate use.
This fast and convenient experience not only attracts targeted customers but also keeps them engaged over the long term.
3. Ensuring Security and Smooth Performance
Motherapp designed Link Up with a strong focus on stability and reliability.
All activities and promotions update in real time, ensuring members always see the latest content. Even during heavy traffic periods, the system runs smoothly, allowing members to participate in events and make payments with confidence.
4. Seamless Integration with Legacy Systems
Over the years, Link accumulated tens of thousands of member records. When developing the new app, Motherapp ensured that all historical data was migrated safely and securely, strictly following Link’s IT governance standards to prevent data loss or errors.
The integration process included rigorous testing:
- Penetration Testing: Validated the system’s ability to withstand external attacks.
- Load Testing: Simulated peak traffic to confirm stability under high usage.
- Battle Testing: Stress-tested the app under extreme conditions to ensure resilience.
The app also connects seamlessly with Link’s core systems:
- Parking System: Real-time updates of space availability.
- Property Management System: Syncs merchant directories and store information.
- Membership System: Consolidates historical records for uninterrupted service.
5. Balancing Rich Features with Ease of Use
With Motherapp’s design, Link Up allows members to complete various missions, collect stamps, and redeem rewards—all activities and interactions consolidated within a single app.
With Motherapp’s design, Link Up allows members to complete various missions, collect stamps, and redeem rewards—all activities and interactions consolidated within a single app.
Motherapp designed Link Up to be feature-rich yet simple to use, catering to members of all ages. The interface is intuitive, allowing both members and merchants to easily navigate and engage.
Members can view nearby mall events, promotions, and parking information in real time, while merchants can quickly join and manage activities through a user-friendly dashboard.
With over 10,000 merchants and a massive member base, the platform acts as a vital bridge between malls, shoppers, and tenants, improving both user experience and operational efficiency.
6. Leveraging Data Analytics for Precision Marketing
Motherapp integrated a full CRM module into Link Up, consolidating data across channels. This allows Link to analyze shopping behaviors and market trends, giving the marketing team clear insights for decision-making.
Based on these insights, campaigns and promotions can be personalized and automatically pushed to the right users at the right time. This drives higher engagement, delivers tailored offers, and enables Link to run data-driven membership management at scale.
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Step 4. Results & Benefits
1. Launching a Loyalty Program to Strengthen Customer Engagement
If your mall or store is considering developing a similar app, please fill out the form to contact us and schedule a consultation and quotation.
With the launch of Link Up, Link REIT unified customer relationships across its entire mall network under one membership system. For the first time, customer engagement extended beyond in-mall transactions, enabling continuous interaction through the app.
Members now not only collect rewards but also participate in gamified missions, e-stamp programs, and community activities. Personalized offers—such as family-friendly events or office lunch discounts—are pushed based on member profiles.
This turns one-time purchases into lasting digital relationships, connecting online and offline experiences while bringing steady customer traffic to tenants.
2. Driving Data-Driven Membership Management
Motherapp Loyalty Platform/App is more than just a membership system. It also includes full CRM modules. Marketing teams can access member purchase history, website behavior, activity participation, and membership tiers through the backend, enabling segmentation and precise campaign planning.
Motherapp Loyalty Platform is not just a rewards program—it includes a complete CRM system.
Marketing teams can access purchase histories, activity participation, membership tiers, and website behavior in one place for targeted campaigns.
Previously, fragmented data limited Link’s ability to maximize value. With the new app, all member data is centralized and integrated with CRM, enabling advanced analysis and precise promotions. This has increased participation rates, improved personalization, and generated more qualified traffic and sales opportunities for tenants.
3. Customizable UI/UX for Diverse Scenarios
Motherapp’s white-label loyalty platform allows full brand customization. In the Link Up project, modules such as Interest Club were tailored to Link’s needs, providing lifestyle and cultural content to strengthen daily relevance.
The interface and layouts can also be flexibly adjusted for different campaigns, ensuring the experience feels natural for every user group.
4. Widespread Adoption: Over 100,000 Downloads
Thanks to its simple interface and engaging loyalty features, Link Up quickly gained popularity.
On Google Play, downloads exceeded 100,000, while on the App Store, it ranked among the top 15 in the Food & Drink category. This demonstrates not only strong adoption but also sustained daily usage, with the app becoming a natural part of members’ lives across different age groups.
5. Proven Stability During High-Traffic Campaigns
During large-scale promotions and recruitment drives, Link Up demonstrated outstanding stability. Even with high volumes of simultaneous registrations, activity sign-ups, and coupon redemptions, the system remained smooth and reliable.
This was made possible by extensive pre-launch testing, including penetration, security, and load testing. As a result, Link gained a trusted technical foundation that supports both short-term campaigns and long-term digital transformation.
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Link Up – 與領展會員 App 連結日常生活
第一步. 客戶背景
作為全港規模最大的商場網絡，領展旗下擁有超過 100 間商場，一直致力於優化設施與服務，並積極加強與社區的連繫。為了進一步提升與顧客的互動黏性，領展近期推出全新手機應用程式 『Link Up』，希望藉此串連商場、顧客與周邊社區。
同時，領展亦期望透過「Link Up」會員 APP 提供更多元化的服務，包括即時泊車資訊、社區營造活動、商戶獨家優惠、會員消費禮遇等，藉此打造更緊密的消費體驗，並進一步推動商戶的業績增長。
Motherapp 為領展集團開發的 Link UP，是一款一站式會員 APP，不單提供會員購物積分獎賞及商戶優惠券，用戶亦可隨時查看泊車資訊、參與社區活動，並獲取綠色生活資訊等等。
第二步. 客戶挑戰
1. 會員體驗生態圈不完善
過去 Link Up APP 的功能較為單一，多集中於點數累積與基本資訊，缺乏能持續吸引用戶的互動設計。領展希望會員生態圈不僅是「消費換積分」，而是能延伸至日常生活，讓用戶透過 APP 參與社區活動、享受商戶優惠與綠色生活體驗，甚至參加互動任務，從而強化與品牌的連結。
2. 系統與會員數據難以整合
領展多年累積了大量會員資料，但分散於不同舊系統中，造成數據孤島。導入新平台時，如何安全且正確地遷移並整合這些數據是一大挑戰。若處理不當，可能導致資料遺失或錯誤，進而影響顧客體驗與品牌信任。
3. 系統擴展性與即時性不足
領展旗下商場規模龐大，商戶經常進出，需要系統能快速更新並提供即時資訊，例如可用車位數、商戶名單與優惠內容。但現有架構在靈活性與擴展性上不足，難以支援未來更多功能與即時需求。
4. 缺乏後台大數據分析
隨著會員基數不斷擴大，領展希望深入分析消費習慣，提供更精準的服務。然而現有後台缺乏完善的大數據分析能力，數據應用受限。同時，在確保資料安全與用戶隱私的前提下，如何建立能靈活支持業務需求的數據分析系統，也成為急需解決的問題。
第三步. Motherapp 顧客忠誠 APP 解決方案
1. 打造高互動與豐富體驗會員 APP，提升顧客黏性
Link UP 支援管理者於後台直接新增模組，以配合各類推廣活動；同時，用戶亦可清晰查看活動內容，並透過 APP 即時參與獎賞任務。
Motherapp 為領展設計的 Link Up 會員 APP，定位為一個結合娛樂、社區與生活的全方位互動生態圈，旨在讓會員不僅消費時使用，更能在日常生活中保持高頻互動。
Motherapp 為 Link Up 獨家設計內設有多個專屬板塊：
- 「好在有里（Hub）」：展示社區營造成果，讓會員參與並感受到自己是社區的一部分。
- 「興趣會（Interest Club）」：提供綠色生活、環保小貼士及本地文化資訊，讓 APP 與生活方式連結。
- 「獎賞任務（Mission）」：透過個人或團隊挑戰遊戲，鼓勵會員持續參與，完成任務即可獲得獎賞。
APP 同時強調個人化體驗。註冊時，會員會輸入工作地點、是否駕駛者、最常逛的商場、家庭組成等資訊，系統會自動生成專屬介面與內容推薦。例如：上班族可收到靠近辦公區商場的午餐優惠推播、家庭會員會優先看到親子活動或商場週末市集的訊息等。
Motherapp 個性化設計模組不僅提升了會員的參與度，也能強化領展與不同客群的連結。
核心功能亮點一：即時泊車資訊
泊車功能是 Link UP APP 最受歡迎的功能之一，能夠即時呈現停車場情況，並在 APP 上付款。
Motherapp 為 Link Up 專門設計了即時泊車資訊功能，以解決駕駛者在商場出行時最常遇到的停車不便問題。
- 動態更新：會員可在 APP 上打開地圖，實時查看附近所有領展停車場的剩餘車位數。若某個停車場爆滿，系統會即時建議其他選項，避免駕駛者白白繞路。
- 智慧支付：會員可綁定八達通卡，停車時自動記錄時間，離場前可直接透過 APP 預繳停車費，實現「無需排隊、即停即走」。
- 便利體驗：這一功能大幅減少駕駛者的等待與不確定性，提升顧客對商場的好感度與回訪率，同時改善停車場的流動效率。
核心功能亮點二：多元獎賞機制
Motherapp 設計的 Link UP 以印花換領形式提供會員獎賞，平台同時支援個人及小組任務，並鼓勵會員之間的社群互動。
Motherapp 為 Link Up 會員 APP 設計了靈活的個人化引擎，能根據會員的瀏覽紀錄、消費習慣及所在位置，自動推薦最相關的資訊和優惠。
除了基本功能外，平台亦支援個人或小組任務及社群互動，令體驗更具趣味性。
由於領展旗下擁有大量屋邨商場及街市，APP 可以即時顯示會員身處或經常光顧地區的商場、街市及停車場資訊，並推送就近的活動及優惠。系統亦會自動分析會員最常去的商場，方便他們直接瀏覽該商場內所有商戶的推廣及活動，並即時領取電子優惠券於結帳時使用。
Link UP 即時又方便的專屬體驗，不僅能有效吸引目標顧客，亦能提升參與度並保持會員的長期活躍。
3. 確保資訊安全，維持流暢體驗
Motherapp 確保 Link Up 會員 APP 穩定性與使用體驗。
所有活動與優惠資訊能即時更新，確保會員隨時掌握最新內容。同時，系統在高訪問量的情況下仍能保持順暢，讓會員在參與活動或進行支付時，都能享受可靠而安心的體驗。
4. 整合新舊系統，保障數據完整
領展多年來累積了萬筆以上的會員資訊。Motherapp 在開發新會員 APP 的同時，不僅確保所有會員資料能完整、安全地整合，還能依照客戶既有的 IT 規範進行，避免數據遺失或遷移錯誤，確保用戶體驗不中斷。
在整合過程中，Motherapp 與領展 IT 團隊緊密合作，嚴格遵循資訊科技規範。為確保系統安全與穩定，我們進行了 滲透測試（防護驗證）、負載測試（高流量模擬）及 戰場測試（高壓環境驗證），確保 APP 在各種情況下都能可靠運行
同時，Link UP 亦與領展旗下的核心系統裡的資訊整合，讓整個架構更完整
- 停車系統：即時更新可用車位資訊，讓會員體驗流暢。
- 物業管理系統：隨時同步最新商戶資料與店舖目錄，避免資訊延誤。
- 會員系統：歷史數據完整匯入，保障會員服務的連續性。
5. 結合多元功能，保持簡單易用
Motherapp 設計的 Link UP，會員可在同一個 APP 上參加各類任務，收集印花並換取獎賞，所有活動與互動都集中於一個平台上。
Motherapp 為 Link Up 會員 APP 設計時，必須同時兼顧功能多樣化與操作簡單化。由於會員年齡層橫跨不同世代，受眾需求廣泛，介面和功能都需要既直觀又具彈性，確保任何用戶都能輕鬆使用。
平台除了提供常見的會員功能，還加入個人或小組任務、社群互動等新玩法，增加趣味性。結合領展遍佈全港的屋邨商場及街市，APP 會即時顯示會員所在或常訪地點的商場、街市與停車場資訊，並推送相關優惠與活動。
龐大的會員基數與超過一萬個商戶參與，令平台成為商場與顧客之間的重要橋樑。會員可快速找到優惠，商戶亦能輕鬆管理和參與活動，從而提升體驗與營運效率，帶動平台活躍度。
6. 強化數據分析，驅動精準行銷
Motherapp 為 Link Up 會員 APP 設計了完整的 CRM 模組，能與應用程式深度整合，集中收集並運用會員數據。透過數據分析與挖掘，領展可更清晰掌握會員的消費習慣與市場趨勢，建立以數據為基礎的會員經營模式。
這套系統讓行銷團隊能靈活設計推廣活動，並根據即時會員行為，自動推送相關訊息，同時持續優化策略。最終，能提供更個人化的內容與優惠，實現真正的精準行銷。
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第四步. 成果與效益
1. 啟動會員忠誠計劃，提升顧客黏性
如果貴商場或店舖亦有開發相關類型的 APP，歡迎填寫表單與我們聯絡，以便預約專人會議與報價。
新會員 APP 上線後，領展首次將遍佈全港的商場顧客關係集中管理，建立起統一的會員體系。顧客不再局限於消費當下才與品牌互動，而是能隨時透過 APP 參與活動、接收資訊，並持續與商場保持聯繫。
會員除了可累積消費獎賞，還能透過 遊戲化任務、電子印花卡及專屬社群活動 增添互動趣味與回饋。同時，系統會依據年齡層與生活習慣推送個人化優惠，例如家庭的親子活動、上班族的午餐折扣，讓每位會員都能感受到專屬體驗。
這樣的忠誠計劃不僅強化顧客與商場的日常互動，也養成持續使用 APP 的習慣，將一次性交易升級為 長期且高黏性的數碼化關係。對領展而言，這更是一座連接線上與線下的橋樑，既延伸了購物體驗，也為商戶創造穩定流量與營收。
2. 數碼化推動會員經營，發揮數據價值
Motherapp Loyalty Platform/APP 不僅是會員系統，更具備完整的 CRM 顧客資料管理功能。行銷團隊可透過後台獲取會員消費紀錄、網站行為、活動參與紀錄與會員等級等資料，進行分層管理與精準行銷策略規劃。
過去，領展的會員資料難以有效整合與運用。隨着新會員 APP 的推出，這些數據得以集中管理，並與 CRM 系統無縫連接。
行銷團隊能透過數據分析，更清楚掌握會員的消費習慣、熱門商場與活動偏好，從而快速設計個人化推廣與獎賞計劃。這不僅提高了會員的參與度，也為商戶帶來更精準的客流與銷售機會，推動整個商場網絡邁向數碼化經營。
3. 專屬 UI/UX 設計，靈活支援多元場景
Motherapp 的 Loyalty Platform 採用白標 APP 架構，能讓企業完全套用自身品牌元素，確保界面與體驗與品牌形象一致。
在 Link Up 專案中，我們更根據領展需求設計多個客製化模組，例如 「興趣薈（Interest Club）」：提供綠色生活、環保小貼士及本地文化資訊，讓 APP 與會員的日常生活產生連結。同時，APP 的按鈕與版面設計亦可依不同活動與場景靈活調整，確保介面操作符合各類用戶習慣，進一步提升使用便利。
4. 用戶廣泛下載，突破 100,000 次安裝
Link UP 以簡單易用的介面和高度互動的會員獎賞計劃，迅速獲得市民認同。
在 Google Play 下載次數突破 100,000 次，並於 App Store 飲食排行榜躍升至前 15 名。這顯示 APP 不僅能吸引用戶安裝，更憑藉流暢的體驗與有趣的忠誠機制，成為市民日常生活的一部分，推動不同年齡層積極參與領展的全新會員計劃，進一步擴展其數碼化影響力。
5. 系統高效穩定，應對大型活動流量
《分分鐘都繫你》: https://www.youtube.com/watch?v=J0pAO9R3WO4
領展：https://www.linkreit.com/tc/media/news-releases/link-introduces-the-upgraded-link-up-app-revolutionising-community-engagement/