American Express - Disputes
2015 - 2016

Disputes - US and Internationally

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 Disputes

Simultaneously, I also worked heavily on spreadheading and launching an Online Dispute process. Much of the existing experience was antiquated and often correlated to increases in call volume. The updated experience allowed customers to quickly flag a transaction, file a dispute, and boosted communication between customers and American Express.