past projects
Points Summary
Through a series of iterations and user feedback loops, the team and I leveraged a brand refresh and design system rollout to address chronic user pain points. The redesign centered around transparent communication and supporting cardmembers’ understanding of how their points work empowering them to maxamize benefits. This update resulted in a spike in points redemptions (conversion).
If you have an Amex Rewards card, visit the experience.
Or read through a detailed case study →
Points Transfer
My team and I refreshed an experience that previously required users to do a series of independent conversion calculations. This resulted in a ton of error messages, support tickets, “mistake transfers” and many customers opting to transfer points via the phone, driving operational costs. The refresh addressed all these with transparent communication/messaging, proactively addressing errors, better communication of system status and reducing the number of steps/clicks to complete a transfer. Additionally this experience drove transfers by 3%. Fun fact: Soft launch was in Norway and remote usability labs at the crack of dawn were tough! I’d love to share more in real time.
Member Experiences
So many exclusive events, so difficult to find ‘em. This was the struggle of our users. I did exploration and visioning on Experiences journey which featured members only concerts, shows, dining events and more. Im happy to share more about this process, shoot me a message.
Landing Page Dashboard
During my time at 15Five, I helped a team identify and address user pains and develop a new personalized dashboard for users.
UI & Visual Design
Before talking directly to users, mapping their journeys and breathing iteration. I spent many years as a UI designer.