American Express
EUS Portal / 2015-2017
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Objective
This project had a very clear goal: redesign the existing EUS Support intranet portal to reduce support call volume for Amex employees.
Design process
I was brought on as sole UX Designer/Developer after about a year of discovery and customer journey work. A basic Bootstrap click through prototype had been done, and Sketch/InVision weren't available, so I continued all prototyping in Bootstrap.
As usual there were no resources for testing, but in this case the audience was potentially any Amex employee. Various beg and barter schemes allowed me fairly good access for sit down interviews with the prototypes.
Given these limitations, no phased design process was possible, all issues would have to considered at once.
Research and testing became, with the exceeption of a round of
Solutions
We used this information to divide the flow into two simple wizards, one for problems, one for product orders. I designed a new web portal that integrated with a background windows service that profiled the user's machine, allowing web-initiated scripts to fix many common problems.
Ticket opening was simplified from long forms with many clicks to two- click to submit.
Company wide alerts and Employee ticket status tracking was provided at a glance.
The EUS portal integrated with AMEX global Tech Concierge locations, for which I designed a Windows Tablet based check in and ticket tracking system, as well as an HDTV status display and admin screens for global EUS status.
I also worked closely with a mobile team to synchronize UI designs to both IOs and Andriod apps.
Impact
This was a very succesful project: at the close of my tenure we had well exceeded the projection of an 8% reduction in call volume, saving the company millions.
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