Design a solution to enhance the ability of American Express Client Managers to present the American Express merchant value proposition, and capture customer feedback and information.
Client Managers were not preparing for customer presentations, and were left presenting inaccurate and irrelevant information.
Client Managers were wasting time compiling sub-standard presentations, without access to the latest content or technology.
With access to relevant information, data and insights, and the latest technology, improved customer conversations lead to sales success.
By applying the principles and practices of design to understand user needs, technology capability and the business case, we help clients make better decisions.
Working closely with Client Managers across the country, the design phase was central to getting greater engagement.
User interviews, Day in the Life Of and review of existing tools
Experience design, feature identification and high level solution architecture
Feature prioritisation, wire-framing and prototyping for feedback
Hand over of the finished product, ready for release and adoption
“After many attempts at creating a tool to ensure our client managers presented the best possible solution for clients, a design-led approach proved to be the break through. Engaging users early and often meant that they were more likely to own the final product, and be proud to use it.”