Project Info:

I created a customer journey map outlining the process for a potential new American Express customer applying for a single credit card. The map details each step from awareness to application completion, highlighting friction points and opportunities for improvement.

• Key Achievements:
  • Visualized the end-to-end application journey to uncover usability issues.
  • Identified specific opportunities to simplify steps and reduce user effort.
  • Provided a strategic framework for design and product teams to prioritize enhancements.

Project Details:

• Category:UX Artifacts & Architecture
• Problem To Solve:Improve the card application process by identifying pain points and opportunities to streamline the experience for new customers.
• Outcome:User Journey Artifact
• Company:American Express
• Industry:Financial
• Technologies:InVision Freehand
• View Project:Customer Journey Map