Corporate Card Payments Program (@Work)
Role
Lead Product Designer
Timeline
7 months
Project Goals and Objectives
I led the track of work to redesign the existing @Work homepage where we delivered a proposed solution that focuses on key user needs and solves for the biggest pain points. The redesigned homepage is meant to serve as a starting point (or the vision), from which improvements can be rolled out in a phased approach - ideally beginning with the most impactful features that require the lowest lift.
@Work is a corporate card payments platform where admins manage American Express corporate card accounts.
Background / Problems
With the existing platform, it is difficult for Program Administrators (primary users) to navigate the homepage due to the interface and journeys being non-intuitive
Entry points to primary tasks are either hidden, missing or inconsistent
There are feature gaps throughout the portal that have been proven to be instrumental to users’ workflow
Insights are not easily accessible nor are they relevant or timely; they don’t help users make informed decisions
The experience and interface of the portal is inconsistent across different user segments and markets
Existing @Work Payments Platform
Our Process
I worked with the junior product designer, design manager, UX researchers and stakeholders to go through two phases: the discovery phase and the testing/implementation phase. The discovery phase included a site-wide heuristics evaluation, site map creation, task evaluations, a brainstorming workshop and prioritized recommendations as the outcome.
The testing and implementation phase included rapid labs, launched experiments throughout the @Work portal, concept testing, stakeholder input, a homepage design that served as the vision for where we want to be and then a proposed roadmap, which was the outcome of an impact/effort workshop.
Key User Needs & Pain Points
We began this process by synthesizing the outcomes of our discovery process and previous research to understand which elements of @Work had an impact on key user needs. Mapping the key user needs against the pain points helped us define requirements as proposed solutions to the core problems faced by users.
Concept Testing
We worked with UX researchers to put two concepts of the proposed @Work homepage in front of our target audience to gauge whether or not the features and layout aligned with their mental model and would actually help them successfully complete their tasks. Below are the two concepts. Looking back, we all decided that the concepts could have been less similar. This would have given us more valuable feedback.
Proposed concepts for the new @Work portal
Proposed Solution (“Point of Next”)
We incorporated all the feedback and takeaways from research and went back to combine features and elements of the two homepage concepts. Below are the key updates we made:
Consolidated navigation bar that includes most prominent tasks
Uplift of Advanced Search with clear labels and prompts so that program admins understand the functionality/purpose of it
Redesign of spend summary visuals to be more intuitive and digestible
Updated notification center that uses current design language system styling; sets the stage for future overhaul
Surfaces card-specific actions, which were previously hidden
Relevant and timely data & insights incorporated into homepage
Widget-based layout that allows for flexibility and customization; foundation for responsive, mobile-friendly design
Next Steps
We proposed a roadmap on how to achieve the desired vision for the new and improved @Work portal. The outcomes of an impact/effort workshop with stakeholders and engineers were used to create the roadmap.
How will we measure success?
Our approach to measuring the impact of each feature was tied to larger outcomes. At the time, they were based on assumptions supported by existing data and customer feedback but tracking success metrics going forward would provide tremendous value on whether we will meet our objectives. With increased engagement and improved customer satisfaction, we could effectively drive revenue. Below are the specific metrics we would track:
