Payments Redesign

In 2023, we redesigned American Express's payments experience to reduce confusion and build more confidence into our user’s payment decisions. Secondary features like AutoPay and Payment Activity were previously hidden or disconnected, making it difficult for users to make informed decisions. Our solution brought these tools forward into a unified experience, making them more discoverable and contextual to the user's payment journey.

Role

Lead Product Designer

Timeline

Jul 2022 - Nov 2023

Project Type

Web

Impact

The redesign successfully delivered on its goal of bringing vital scheduled payment, due date information, and AutoPay to the forefront. By bringing these tools into the core journey, we saw an increase in AutoPay enrollments and the increased CSAT score proved the experience was not only functional but well-received by users. With strong results in the U.S. pilot, we confidently scaled the modular design globally across 6 international markets, enabling millions of card members to benefit from a clearer, more connected payments experience.

+2.8 completion rate

Optimized a high-performing payments experience

+20% AutoPay starts

Significant increase in users who enrolled in AutoPay

-11.3% reduced support calls

Drove an 11.3% reduction in payments related support calls

Payments Redesign

In 2023, we redesigned American Express's payments experience to reduce confusion and build more confidence into our user’s payment decisions. Secondary features like AutoPay and Payment Activity were previously hidden or disconnected, making it difficult for users to make informed decisions. Our solution brought these tools forward into a unified experience, making them more discoverable and contextual to the user's payment journey.

Role

Lead Product Designer

Timeline

Jul 2022 - Nov 2023

Project Type

Web

Impact

The redesign successfully delivered on its goal of bringing vital scheduled payment, due date information, and AutoPay to the forefront. By bringing these tools into the core journey, we saw an increase in AutoPay enrollments and the increased CSAT score proved the experience was not only functional but well-received by users. With strong results in the U.S. pilot, we confidently scaled the modular design globally across 6 international markets, enabling millions of card members to benefit from a clearer, more connected payments experience.

+2.8 completion rate

Optimized a high-performing payments experience

+20% AutoPay starts

Significant increase in users who enrolled in AutoPay

-11.3% reduced support calls

Drove an 11.3% reduction in payments related support calls

Payments Redesign

In 2023, we redesigned American Express's payments experience to reduce confusion and build more confidence into our user’s payment decisions. Secondary features like AutoPay and Payment Activity were previously hidden or disconnected, making it difficult for users to make informed decisions. Our solution brought these tools forward into a unified experience, making them more discoverable and contextual to the user's payment journey.

Role

Lead Product Designer

Timeline

Jul 2022 - Nov 2023

Project Type

Web

Impact

The redesign successfully delivered on its goal of bringing vital scheduled payment, due date information, and AutoPay to the forefront. By bringing these tools into the core journey, we saw an increase in AutoPay enrollments and the increased CSAT score proved the experience was not only functional but well-received by users. With strong results in the U.S. pilot, we confidently scaled the modular design globally across 6 international markets, enabling millions of card members to benefit from a clearer, more connected payments experience.

+20% AutoPay starts

Significant increase in users who enrolled in AutoPay

+2.8 completion rate

Optimized a high-performing payments experience

-11.3% reduced support calls

Drove an 11.3% reduction in payments related support calls

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