Amex Points Summary
Decreasing call center volume by 20% and helping cardmembers understand their benefits and rewards program.
My Role
Product design lead
Duration
Three (3) months
Membership rewards are all the perks of having a credit card including discounted flights, hotel stays, statement credit and exclusive events.
After a rebrand and new design system rollout my team refreshed the point summary experience. We learned cardmembers were struggling to understand program rules particularly how bonusing categories worked and the points vesting period worked. In addition to rolling out this new look and feel, the refresh was a perfect opportunity to address these cardmember pain-points and reduce internal operational costs.
if you have an eligible card, visit the experience.
Explorations, iterations and testing with users
Membership rewards at AMEX represents everything points related including how cardmembers can ear points and use points for things like flights, hotel stays and exclusive events.
As part of the design system rollout and rebrand my team was asked to refresh the point summary experience. We learned cardmembers were struggling to understand program rules particularly how bon-using categories worked and the points vesting period worked. This refresh was a strong opportunity to address cardmember pain-points and reduce internal operational costs.
Simplifying complexity
The primary goal and biggest challenges was simplifying the complex and nuanced program rules that compounded with each additional rewards card a single cardmember possessed. Steering clear of over-communicating and using customer facing language were guiding principles for this project.
MVP
The version that shipped!