Amex Payments
Increased engagement and conversion across the payment flow.
In 2021 I led the payments experience at American Express, redesigning how 54 million US card members manage their balance. The goal was to reduce call volume by replacing phone-based support with an intuitive digital experience that worked for everyone, regardless of technical ability.
Research indicated that the experience felt outdated, and data showed that drop-off rates were high amongst young and older audiences. Modular cards stacked as users moved through the flow with no way to backtrack, make edits, or add a new payment method.
Before
Cleaning up the dashboard experience felt like an obvious first step. Upon sign-in, card members are greeted with a clear call to action to make a payment when one is due, alongside a snapshot of their current balance, available credit, and rewards.
I then designed two concepts and partnered with the research team to A/B test them across card members of different ages and technical abilities. Option B came out the clear winner, bringing everything into a single view with payment options clearly open. Also moved autopay to the top right of component so it’s not lost to card members. Lastly reworked the useful links section to have key actions they could take from this page.
Option A
Option B
The confirmation page became an opportunity to surface the ability to cancel a payment if a mistake was made, which tested very well. From there, card members could set up Autopay or make an additional payment.
The redesign was also an opportunity to revisit the Date Picker component, which hadn't been updated in years. Several states felt outdated and overcomplicated. I partnered with research and the design system team to validate the explorations, and the updated component was added to the system.
Before
After
With the payment experience updated, the Autopay flow needed to follow. I redesigned it to live within the same page container so both experiences felt cohesive, iterated through several rounds of testing, and coordinated with product and engineering to ship it alongside the main payment changes.
Before
After
