Case Study

Building American Express a human-to-human customer care platform

Designing the next-generation American Express customer care portal.

View of the functional and visually appealing UI for the American Express platform's dashboard.

Overview

We built a revolutionary customer care platform that streamlined American Express Customer Service call centers to empower a Human-to-Human experience. Powered by an innovative dual-monitor user experience and secure architecture on top of legacy back-end systems we smoothly integrated into existing codebases, this new system alleviated workflow for tens of thousands of employees and resulted in a double-digit increase in call volume, and very happy American Express customers.

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Outcomes

4 months
From kickoff to product launch
10k+
Used daily by 10k+ Customer Care Professionals
22%
Increased Value Generation by 22% per cardmember call
A support engineer helps a customer of American Express over the phone while using the new platform dashboard.
More views of the functional and visually appealing UI for American Express.
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A support engineer helps a customer of American Express over the phone while using the new platform dashboard.
More views of the functional and visually appealing UI for American Express.

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