Small Business (SBS) Partner Dynamic App (U.S.)
Stakeholders (Project Team):
Senior Product Designer
Project Manager
Product Manager
Marketing
User Experience Writer
Development Engineers
User Experience Researcher
External Partners (Delta, Hilton, Marriott)
The Product
Small Business Supplemental (SBS) Dynamic Partner Application (Delta, Hilton and Marriott)
The card application allows business owners (Company) to add and give supplemental cards to their employers (the Joint Obligor), Legal
The Problem | Requirements
Update ‘Here’s How’ content on the first page with a new UI and content. Current implementation causing some user confusion. (This problem / requirement is outlined on this page.)
Update eApply UI & UX to reflect No Impact to Personal Credit Score until applicant is approved and chooses to accept the card.
Replace existing Go2 hard pull with a soft pull
Introduce card acceptance page where approved applicants can choose to accept the offer or withdraw their application.
Will we implement a one page application or multi-page app.
Begin discussion of we will use a progress-tracker or not, and any potential updates to the tracker.
Pre-Planning | Kickoff
Below - Project Confluence page.
My Role
As the Senior Product Designer & Experience Manager I managed the design process and provided design guidance to the line of business and partner teams (Delta, Hilton, Marriott). Iterating and providing mock-ups according to the requirements and on PI schedule. Teamed closely with the Project Manager, Product Owner, Design Director, Partner Director, Accessibility team, User Research, and development team to schedule meetings and keep the project moving on the agreed timeline.
Created mocks in Figma using new content from the Strategist and designing several mock variants for discussion and iteration with the Partner team and external business partners (Delta, Marriott, Hilton).
Brainstorming
As the Senior Product Designer & Experience Manager I managed the design process and provided design guidance to the line of business and partner teams (Delta, Hilton, Marriott). Iterating and providing mock-ups according to the requirements and on PI schedule. Teamed closely with the Project Manager, Product Owner, Partner Director, Accessibility team, User Research, and development team. All done following the Agile MVP Methodology.
Mural board usesd to meet with the internal project team to team roles and responsibilities, document and discuss the timeline / roadmap, requirements, and to capture any questions, certainties, assumptions and doubts (all using Agile Methodology).
Design / Solution Process
One task of the project was to merge content of two separate work-streams into one: Consumer Gambit and Commercial Prospect.
Gambit allows consumer customers to select their card color and/or design, while Prospect is for small businesses allowing them to add supplementals (usually employees) and give them their own company card.
Different content UI options - presented to the internal Line of Business (LIB) and the external Partners (Delta, Marriott, Hilton).
Mural board
After creating the mocks for the entire application journey, I added them to Mural to share with all stakeholders including the credit card partners. We used Mural as a way for everyone collaborate and access the mocks and share with partners outside of American Express.
Close-up of Mural board diaplaying the Partner Products and initial application first page.
Displaying the complete Application Flow. I created two journey flows, this is flow #1.
Desktop is displayed here, mobile and tablet mocks were also created.
A/B Testing Prototype
After creating the mocks for the entire application journey, I added them to Mural to share with all stakeholders including the credit card partners. We used Mural as a way for everyone collaborate and access the mocks and share with partners outside of American Express.
Prototype used for Usability Testing. This is one of two prototypes I made. The UX Researcher presented these to 10 actual Amex users to gain their feedback on not just the ‘Here’s How’ content, but also their overall user experience.
A/BTesting Results
After creating the mocks for the entire application journey and team collaboration on goal and questions for the UXR. Below are some of the findings from the A/B testing conducted by the User Researcher.
Next Steps
The project is still active and in solutioning.
Post user-research more questions arose and new requirements were added.
Being MVP the project cannot be delayed to complete development in the pre-agreed PI (Program Increment). Therefore the project is scheduled for completion in the coming months.