Digital Transformation Overnight

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Mobile, design process, UX/UI, team leadership, mentoring

IDENTITY CRISIS SOLVED

What does AMEX do? It’s not just about cards, it about service. It’s about travel. Imagine how much better the customer experience would be if it focused on that - instead of billing.

I led a team of designers and developers in an agile process that delivered a fully functioning prototype in one month.

TEAM LEADERSHIP, PROCESS, AND PLANNING FOR A COMPLEX, MULTI-PHASE PROJECT.

I steered teams through strategy, concepting, and multiple deliverables.

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PRODUCT DESIGN STRATEGY

We identified the key business drivers - travel, expenses, and a user experience connecting everything seamlessly.

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PERSONAS, WORKFLOW, USER JOURNEY MAPS

We combined various research and design techniques to create quick, effective iterations.

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FROM BAD TO GOOD

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Mini Case Study

A Bad Experience

When customers logged into the original app, they were presented with a bill - not very engaging ;].

Design Strategy

How to improve the customer experience?

We identified travel as being a core value-added service. Customers ought to have a single point of entry for all things travel - itinerary, maps, tickets, payments, and recommendations from colleagues.

Solution

The new app has a customer experience that incorporates all of the fun aspects of travel, along with the card expensing, into a seamless intuitive design.

It resides in the your pocket through your journey, and is geo-aware, offering multiple new paths of engagements with card offers. There is also a social dimension - you can find hotels and restaurants your colleagues have used, which is huge for business travelers who want to save time and be confident the expenses will be approved.

Now when you login, the message you see is "You have a trip planned."

Digital transformation overnight!