Redesigning the current process to improve Customer Service Efficiency

RESEARCH | ANALYSIS | DESIGN |  WIREFRAMES | PROTOTYPE

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Overview

Role: UX Designer
‍Timeline: Sept 2024 - April 2025
‍Project Type: Internal Tool, AI Integration
‍Team: UX Designers, Engineers, Product Managers, Product Owner, Stakeholders
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American Express recognized that its current internal search platform for internal Customer Care Professionals (CCPs) was slow and inefficient.

My goal was to redesign the internal system and process of the current journey that would help CCPs access information faster, solve problems more efficiently, and deliver reliable, real-time answers to customer queries. This project required both a user-centered approach and innovative solutions to improve CCP productivity and enhance the customer experience.

Glass with AMEX logos

The Problem

CCPs often face challenges when handling customer queries due to:

  • Sand clock

    Slow response times from the current search platform.

  • Difficulty accessing accurate, real-time information.

  • To get the information they need, CCPs often turn to multiple tools and platforms, resulting in a scattered and time-consuming experience.

The Goal

Goal

Key Objectives

Provides fast, accurate, and reliable answers to CCP queries.
Reduce time spent searching for information.
Enhance the accuracy of answers provided to customers.
Predicts user intent and improves task efficiency with AI-driven features.
Boost CCP productivity with predictive AI features such as auto-complete, query suggestions, and learning resources.
Integrates seamlessly with existing workflows.

My Process

1. Discovery & Research

  • Conducted stakeholder interviews to align on business goals and project objectives.
  • Collaborated with CCPs to understand their workflows, pain points, and needs.
  • Analyzed usage data from the existing search platform to identify areas for improvement.

2. Defining the User Journey

  • Based on research insights, I mapped out the CCP journey to understand how they interact with tools during a typical workday. Key stages included:
CCP User Journey Flow

This journey helped prioritize features and create a seamless user experience.

3. Accessibility:
Accessibility was a key focus throughout the project. I made sure all designs met WCAG standards, including:

  • Clear keyboard navigation, ensuring the layout and sequence of interactive elements followed a logical tab order.
  • Sufficient contrast ratios for text and interactive components.
  • Proper ARIA labels and focus indicators for users navigating without a mouse.
  • Readable font sizes and touch targets that meet minimum sizing requirements.

By embedding accessibility into the foundation of the design, I ensured the AI Assistant would be usable and efficient for all CCPs, including those relying on assistive technologies.

4. Ideation and Design

I ran a workshop with the team to capture early redesign ideas, building on the features that the business may had already been considering.

Sketch concept of the the CHC and KA portal

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After gathering input from designers, engineers, the project manager, and key stakeholders, I created a high-fidelity prototype to generate excitement and secure stakeholder buy-in for the project.

5. Main Features for the redesign

Features included in the redesign

6. Stakeholder Presentation

To secure stakeholder buy-in and investment, I created a PowerPoint presentation showcasing:

  • Research findings and identified pain points.
  • The impact on CCP efficiency.
  • Design solutions, features, and a live walkthrough of the Figma prototype.
  • Projected outcomes such as reduced query resolution time and improved CCP satisfaction.

Design Execution

After gaining stakeholder support, I took a phased approach

Final Design 2.0

DLS 6 Components
  • Built using the new Amex DLS7 design system
  • Introduced intelligent UI patterns and a modular layout
  • Polished for long-term scalability and future enhancements
    Automatically provide CCPs with insights about the customer's reason for calling. This support enables CCPs to prepare ahead of the interaction, improving both response time and customer satisfaction.

To ensure the Tech team could start building in the next PI, I designed an interim version using:

Iteration 1.0

DLS 6 and 7 components (Engineering Ready)
  • The current DLS6 system for compatibility
  • Subtle integration of DLS7 elements for smoother transition
  • Clear component mapping and developer documentation
  • This version balanced innovation with practicality, enabling engineers to begin implementation without delay.

Projected Benefits

30% reduction in query resolution time.

Improved accuracy and reliability of information provided.

Enhanced user satisfaction and productivity for CCPs.

It was a pleasure working with Erick. I especially appreciated his collaboration with the engineering team, it had been a while since I’d experienced that level of teamwork.

Head of Engineering

American Express

"You made outstanding contributions to our team at American Express. Your collaboration was deeply appreciated, and delivered excellent work?during her time with us."

Director of UX

American Express

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