Project #1

A better

push!

Improving the UX of Push Notification Preferences with a complete UI uplift

📱 IOS, Android

📆 2024

The

problem

While our app has a loyal user base, engagement levels were dropping. Users often missed important deadlines and notifications due to findability and usability issues.

The goal was to implement a new push notification system that would help the user experience.

This part of the app was completely abandoned for years. The screens were dated, the experience was messy, inconsistent and it was everything but user-friendly. Data showed, that users struggled to get the task done: apply their push notification preferences to one or multiple accounts.

Timeline

📍1

Kick-off : what are we

dealing with?

First, we wanted to determine how Card Members (CMs) expect to manage push notification preferences across single and multiple cards.

We conducted a rapid user lab with 6 users. I was especially curious to test the discoverability and usability of the current experience in general, since the UI and UX were so old. As expected, users weren’t too happy.

After understanding the user needs and frustrations, my goal was to apply findings from the study to help ensure that push notification preferences are discoverable, clearly understood, and meet the expectations of CMs.

📍2

Design Thinking

Workshop: how are we are

going to deal with it?

Let’s get everyone on the same page and create a new improved journey based on user insights and business goals

📍3

Starting from zero:

modernising for good

As you might have guessed, everything was living in Sketch at that point, it’s a nearly 180 year old company after all, so my job included a complete rebuilt in Figma 🫣

Autolayout!!!! Finally!!!!

📍4

Design and collab:

keep it consistent

After prioritising all the pain points, the work has begun. I worked through different scenarios in happy and unhappy paths, redesigning all flows in Figma, while collaborating with Product, Devs and UX writers on a daily basis.

📍5

Iterrate:

check-in with users

Next steps: plan a rapid user test, to check we are on the right path 😇

Before

👎 1. Dated, inconsistent UI

👎 2. Confusing “Apply to Accounts” screen

👎 3. Lack of clarity after applying changes

👎 4. Inconsistent UX copy

and After

✅ 1. Complete UI uplift, based on the latest NDL guidelines

✅ 2. Redesigned “Apply” screen based user feedback

✅ 3. Review UX copy for better understanding and navigation

Some

Highlights

Complete UI uplift

Improved experience

on Apply screen

Confirmation screen

Measuring success

🦄 Drive Push Enrollments on the Mobile App

🦄 Closing the gap of 41% of Multi-Card CM’s preferences enrolled for more than 1 Card to 70% of Overall Preferences enrolled

🦄 Reduce overall SMS costs

🦄 Increase Customer Satisfaction Score (CSAT) and Digital Engagement

What’s next

⭐️ Launch the same Apply All and Confirmation Screens for Android in the 7.14 App release

⭐️ Extend Apply All capability to Push Preferences that were out of scope for MVP

⭐️ Discovery and internationalisation of more Push Preferences and capabilities for 2025

Project #2

Call Centre

Magic

Amex’s internal knowledge tool for Call Centre.

Happy call center, happy card member, happy business! Easy-peasy lemon squeezy, or maybe not? 🍋

💻 Desktop

📆 2023

The

product

Our Colleague Help Center (CHC) is an internal knowledge system tool designed for call centre. This tool provides our front-line colleagues with product and process knowledge through their onboarding journey and during servicing calls.

Its vision is to ensure Customer Help Professionals (CCPs) and customers are well informed through a best-in-class integrated knowledge & learning journey, with a single source of truth.

The

users

CHC must meet the needs of 35,000 users across 9+ lines of business. In this project, our users are our colleagues, whose biggest goal is to solve the card members’ queries fast and efficiently, to meet call handling time and success rate expectations.

Owning

the tool

This is me on my way to a Call Listening session, where we get to experience what our users are dealing with

My role

📌 Create high-quality colleague learning and knowledge experience for users

📌 Structure content in a customer centric way

📌 Constantly respond to user feedback with iterative feature development

📌 Always advocate for UX methods and techniques during the design of products and services to improve overall business performance

📌 Manage stakeholders and partners frequently

📌 Raise awareness about accessibility standards and facilitate a specific, measurable and achievable plans

Features

I worked on

Readability research x Search result page redesign x Bookmark categorisation x Filtered by bookmarked articles x Recent queries x Home page redesign x Feedback journey x Subscriptions x AI Chatbot

#1

Quick

Answers

In September 2014 Google introduced a new method of presenting content relevant to “how to…” or “what is…” queries, called “Quick Answers.”

With this feature, Google takes snippets of content from specific webpages and features it in the “Quick Answers” box just above the first organic result in the search engine results page (SERP), and just below the paid listings. In addition to the content, Quick Answers also provides a link to the source page.

Problem

In our knowledge system tool users cannot obtain a quick response with a specific piece of information, without using the navigation or search alongside list and filter option to find a piece of information.