American Express Business Blueprint Product Accessibility
** Due to confidentiality reasons, I can only share here a glimpse of what I worked on, but if you would like to chat further about my contributions and process please reach out!
Business Unit: Global Commercial Services (GCS) Role: Product/UX Analyst, June - Aug 2023
Product: Business Blueprint, a digital platform that helps small businesses manage their cash flows, business accounts, and business funding.
Project Description: Improve accessibility of design & product features to create a seamless cardmember experience on Business Blueprint Insight mobile & web platforms.
What Did My Team Do?
Focused on improving AMEX member experiences on the Business Blueprint platform for both web & mobile, and worked on building up the My Insights feature of the product which gives small businesses personalized data on their cash flows to help them make more informed financial decisions with increased confidence.
What Did I Do?
Focused on improving the usability & navigation of the Business Blueprint product for users that have various accessibility needs. I did this by aggregating user testimonials & identifying core themes, auditing our current platform to pinpoint gaps and come up with cross-functional solutions to close these gaps, and strategically planning out how to restructure the product development process to ensure that accessibility becomes part of a feature from the start rather than being an afterthought.
Impact: Created new workflows for product, design, research, engineering, data, and customer service roles to ensure that team members were supporting users through accessibility mindfulness when working on new features & capabilities. I successfully presented improvements to 60+ team members surrounding inclusive product design iterations, navigation functionality enhancements, and cross-team data sharing recommendations.
What I learned:
Designers are just a single part of the design process. While iterating on the company’s product, I saw myself working with people from user research & data analysts, all the way to customer service managers and legal teams.
Financial platforms can be complex, consisting of many different subelements to the product. These elements can look and behave differently, but it is crucial that there is a cohesive ecosystem of the different sub-products to provide an intuitive customer experience.
Corporate work, specifically in the financial industry, has to pass many doors in order to get approved due to the security & protection needs for users.