American Express
Payments
Amex's payments page needed an evolution. Not just a way to pay, but a smarter, more flexible experience. The goal was simple: reduce call volume by giving card members intuitive options to manage their balance digitally, regardless of their technical ability. This change would be seen by 54 million users in the US alone.
Dashboard
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.
Payment Options
Giving card members the ability to choose what to pay for was strongly encouraged during testing, as it gave them a greater sense of control.
Selecting Payment Date
Selecting a payment date resonated strongly with card members, many of whom plan their payments around their paychecks.
Autopay
Autopay enrollment was a must-have, though card members needed clarity on whether manual payments might still be required depending on their due date. The ability to edit their payment method or date after enrollment was equally essential.
Results
• Amex digital payments increased by 29% following the release of this feature
• Autopay enrollment rose by 18%
• This exploration opened new possibilities for how components could be leveraged across different flows