Experience redesign for American Express card members (OgilvyOne)

At OgilvyOne, I was the lead User Experience Creative consultant on the American Express Digital Transformation Programme, redesigning the logged in experience for card members across a suite of transactional tools. It was an extensive project, spanning 18 months of working only from a set of principles to start with and redesigning each suite of tools one at a time while trying to maintain experience consistency as we went (paying bills, changing contact details, viewing and managing transactions, managing membership points, receiving notifications). But with an excellent team and a client prepared to invest in research, the output was quite remarkable. By the end of it, I had written a UX and design guide for Amex to use for the next few years when considering any addition to their card member experience.

 

E-STATEMENT

EXTENSIVE WIREFRAMING OF THE NEW ONLINE STATEMENT

JOURNEY PLANNER GUIDE

A FULL USER EXPERIENCE GUIDE FOR AMERICAN EXPRESS PROJECTS GOING FORWARD

CARDMEMBER NOTIFICATION

ALL CARDMEMBER NOTIFICATIONS WERE CODED BY CONTENT TYPE AND IN LINE WITH THE ENTIRE REDESIGN

PAY BILL SCREENS

THE PAYMENT CENTRE WAS DESIGNED IN LINE WITH THE JOURNEY PLANNER RULES I SET

QANTAS AMERICAN EXPRESS MEMBERSHIP REWARDS APP

THE QANTAS AMERICAN EXPRESS MEMBERSHIP REWARDS APP

JOURNEY MAPPING

JOURNEY MAPPING TO FIND GAPS FOR CARDMEMBERS

E-STATEMENT REDESIGN

THE E-STATEMENT REDESIGN WAS TESTED MULTIPLE TIMES BEFORE WE FOUND THE RIGHT INTERFACE