American Express
2015 - 2016

Online Card Replacement

Working with a diverse team of product owners, technologists, developers and stakeholders we were able to quickly scale high touch, high cost transactions in a matter of minutes. From Online Card Replacement, to Disputes, we dramtically reduced call volume across American Express and set a new standard for the perfect balance of online and over-the-phone assistance.
Team
  • Product Owners
  • Developers
  • UX
  • Visual Designers
  • Stakeholders
MY ROLE
  • Rapid proto-persona development
  • Sketching
  • wireframes
  • rapid prototyping
DELIVERABLES
  • Takeaways from User Research
  • Suggested Features & Design Recommendations
  • Sketches & Wireframes
  • Use Cases & User Stories
  • Documentation
TOOLS USED
  • Whiteboard
  • Pen & Paper
  • Sketch
  • Invision
  • Design Workshops
PROCESS
  • Rapid person development
  • User Flows
  • Design Studio
  • Sketches
  • Wireframes
BACKGROUND

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.

Online Card Replacement

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.