American Express - Help Center
2015 - 2016

Help Center

How do we provide a proactive servicing experience for our customers that is personalized, relevant, and time based versus a catch-all, FAQ,, cookie-cutter approach?
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

My team and I set out to create an unparalleled online service experience for our customers. Leveraging all of the details regarding our customers accounts, could we provide enhanced search capabilities to quickly check my current balance, payment due date, recent transactions, or even check my credit score, or spending power.

Proactive Servicing Approach

Below is a bit of a presentation that we presented in order to achieve buy in on such a large scale, transformation experience. Prior to launching our experience, customers were directed to a list of phone numbers - which incurred costs and frustrated our customers.

Current Product

Below is the current product that is live on the website that launched soon after our streamlined collaborative working sessions.