Users lose patience with unattractive interfaces. If a site is unattractive or unintuitive, it only takes seconds for Consumers to turn into Demanders or Abandoners.
An industry leader like American Express knows that their members deserve the pleasant experience of capable and simple online tools, so they approached us to start a comprehensive audit on their existing Business Level Card Manager Tools. Beyond the completion of that audit, we also helped them improve their user experience, integrate cohesive color hierarchy, and design helpful new features.
Our research indicated that these card management tools had the need for:
- Presentation of instant card usage reports;
- Speeding up the payment process;
- Streamlining the reports dashboard for an immediate at-a-glance account health reading
- Enabling the interface — the site should anticipate common next steps so the user doesn’t need to initiate every action.
As we worked, we identified interface elements that were less-than-intuitive and curated existing features that best facilitated important activities. Each task and page was iterated and tested with the team at American Express.
We had frequent communications with leaders who could gather valuable user data, which helped us to solve real user needs at every click of the mouse.
While we ran working sessions at Stotion HQ, American Express ran concomitant discovery tests to develop new ideas so that we could flesh them out together.
During the design process, we also identified some advantageous new features that are slated to be released in future versions of the interface. We can’t wait for you to use them.