Amex

Decreasing call center volume by 20% and helping cardmembers understand their benefits and rewards program.

My Role
Product design lead

Duration
Six (6) weeks

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.

I'd love to share details about:

  • Overcoming misalignment between stakeholders

  • Getting rapid user feedback insights

  • Balancing new explorations and consistency with other experiences

tell me more