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AMEX engaged Velvet Onion & Friends to revitalise their Member Rewards program. The existing rewards platform had become cluttered and difficult to navigate due to the ad hoc addition of new partners over the years. AMEX needed a solution to make their wide range of rewards more accessible and attractive to users, who tended to hoard points or primarily use them for travel.
To simplify and enhance the customer and partner experience, enabling members to easily discover and utilise a diverse array of rewards.
The project involved extensive research and design activities, including interviews with 15 partners and 20 customers, content audits, service journey mapping, UX design and UI Design.
The project successfully delivered a revised service experience with a robust information architecture and wireframes, which were implemented across Australia. This led to a more useful, usable and enticing rewards platform, driving increased engagement with the full spectrum of AMEX Rewards.
Let’s elevate your digital presence and lead the charge into a new era of customer experience. Contact us and let the transformation begin.
Velvet Onion & Friends is a diverse team of thinkers, makers, and problem-solvers passionate about creating digital products and services that make a real difference. With a mix of creativity, technical expertise, and strategic know-how, we’re here to help you navigate the digital landscape and bring your vision to life.
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