Context

American Express’s Travel and Leisure Services division aimed to enhance the efficiency and effectiveness of their travel consultants (TCs) by developing a new account dashboard. This dashboard was designed to integrate various data points and provide real-time insights to better serve card members (CMs).

Cross-disciplinary team collaboration

Myself and another product designer at Talllwave collaborated closely with AMEX developers, user researchers and travel consultants to understand their daily workflows, challenges, and the Jobs to Be Done to make their day-to-day life more efficient and enjoyable. This approach ensured that the dashboard was tailored to meet the actual needs of the card members.

User and business goals

The primary goal was to provide TCs with a streamlined tool that consolidated multiple data sources, enabling them to make informed decisions quickly. This would enhance the customer experience and increase operational efficiency.

My role and responsibilities

As a leading product designer, I was responsible for conducting user research, creating wireframes and prototypes, and iterating on the design based on user feedback. My role also involved ensuring that our solutions aligned with business objectives and provided a seamless user experience.

The problem

TCs faced challenges due to the fragmented nature of their tools, which required them to switch between different systems to access the information needed to assist CMs. This increased cognitive load and reduced productivity, leading to a suboptimal customer experience.

Hypothesized solution

The proposed solution was an integrated dashboard that consolidated all relevant data points, including CM intent, past trips, travel preferences, and booking channels. The dashboard aimed to reduce the need for TCs to switch between systems and provide a more intuitive and efficient workflow.

User testing results

User testing revealed that TCs felt confident they would be able to handle customer inquiries significantly faster using the new dashboard UX/UI. Participants reported that the intuitive interface and consolidated data significantly should reduced the time spent searching for information, leading to quicker resolutions (lowered call handling time (CHT)) and higher customer satisfaction.