AMEX: Google Provisioning
Awarded the 2023 Edward P. Gilligan Award for Innovation at American Express
Solved for complex confirmation screens new experience where Card Members can enable virtual card numbers (VCN) and Chrome's autofill to conduct online shopping seamlessly.
Year
2022
Highlight
Third-Party Integration
Deliverables
Content mapping
Wireframes
Site mapping
Prototypes
Mockups
Project Overview
Losing your card can be a daunting experience, disrupting your financial flow and leaving you reliant on your bank for a replacement. Until recently, replacing a debit card at American Express involved contacting the support center, which adds to the inconvenience and comes with higher costs than other support requests.
Recognizing the urgency of building this journey, we aim to deliver an effective and cost-efficient solution.
Impact
↘ Significant call reduction
↗ Digitization
Unlocking Digital Convenience
With the expansion of e-commerce, Card Members are seeking enhanced convenience and security for their online shopping experiences.
Partnering with Google, our team spearheaded Amex's first exploration of browser tokens.
We were challenged with developing an experience where Card Members can enable virtual card numbers (VCN) and Chrome's autofill to conduct online shopping seamlessly.
I took on the role of skillfully managing the intricacies of 10 different confirmation screens.
Sculpting Order in Complexity
My content partner and I developed a matrix of all possible scenarios for Android and iOS users to address the detailed technical limitations.
This matrix systematically outlines the intricacy of the designs based on the technical and external constraints at play.
After mapping out the journey and laying out the matrix, I was confident that this alignment would integrate well with Google's external flow.
Maintaining the transition of an external journey with our own web experience is a delicate task, requiring extensive collaboration and design.
The process involves meticulous design thinking to harmonize both experiences effectively. Employing heuristics, we assessed the flow's elegance and clarity, ensuring a refined user experience.
Concluding with Confidence
By consolidating the designs and content, we crafted confirmation screens aligning with customers' prior interactions with Google.
By maintaining a clear and uncluttered layout, I wanted to provide a distraction-free transition for customers. This accomplished the main goal of not making customers pay for any technical constraints we may have.
Why this Design Matters
By consolidating the designs and content, we crafted confirmation screens aligning with customers' prior interactions with Google.
By maintaining a clear and uncluttered layout, I wanted to provide a distraction-free transition for customers. This accomplished the main goal of not making customers pay for any technical constraints we may have.