Amex Mobile: Use Points for Charges

Roles:

Primary Information Architect, Lead UX Practioner, Visual Designer (on team)

The Job to be done

The business needed a way for cardmembers to use more of the rewards points they've already earned. As a user, I'd appreciate the option to use rewards points for everyday things. This would reduce my monthly bill, and also offer a nice little "buyback" for things I purchase during my day.

IA for Use Points Redemption

The below diagram illustrates how the various screens and actions fit together for the Use Points feature.

Click here to open a full PDF of this diagram in a new window.

use-points-ia

Frames Illustrating a UI Interaction for Using Points in App

Project Results

  • Over four billion Membership Rewards Points were used in app in the first three months of the feature in market.
  • Mobile-active cardmembers' customer satisfaction with MR-based Amex cards rose by 23% year over year.