Experience redesign for American Express card members (OgilvyOne)

At OgilvyOne, I was the lead User Experience Creative consultant on the American Express Digital Transformation Programme, redesigning the logged in experience for card members across a suite of transactional tools. It was an extensive project, spanning 18 months of working only from a set of principles to start with and redesigning each suite of tools one at a time while trying to maintain experience consistency as we went (paying bills, changing contact details, viewing and managing transactions, managing membership points, receiving notifications). But with an excellent team and a client prepared to invest in research, the output was quite remarkable. By the end of it, I had written a UX and design guide for Amex to use for the next few years when considering any addition to their card member experience.