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.
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Wireframes for Use Points Redemption
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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.