Responsible for launching new responsive experiences for American Express latest website.
I was responsible for collaborating across AmEx's domains both domestic and international, to launch high touch experiences that boosted repeat engagement, while driving down call volume.
I launched the Online Card Replacement experience which is now accessible via the app and website. It is also used to issue new products - metal credit cards in both Gold and Rose Gold.
Additionally, I worked on transforming our Online Statements both domestically and internationally.
Lastly, I also built an internal tool to streamline product engagements across the enterprise that helped reduce duplication across technology teams.
Overall, the process, was very collaborative, human-centered approach.
We began with research into our existing customers leveraging personas, mixed-methods research design, and countless concepts, iterations and experiences.
We ultimately settled on a streamlined approach that customers can perform while on-the-go, commuting, quickly after recognizing that they have lost their card.