The Future of Payment
How can American Express create a more reciprocal relationship with their customers and merchants?
Challenge
Near: How can we improve POP for merchants?
Far: How does the relationship with customers change if the credit card goes away?
Role: Design & Strategy Lead (in collaboration with Continuum and IDEO)
Client: American Express
Project: Brand Strategy, Design research, Innovation Strategy, Experience Concept
Research Methods: In-store observation, secondary desk-research, expert interviews
Discovery
We quickly dug into the technologies, cultural trends and competitive context to look for areas of opportunities
Ideation
We rapidly created and collaborated on a breadth of ideas exploring the tension between different types of transaction.
“We need to rebuild reciprocal relationships American Express had with its customers and merchants.”
“Not all transactions are created equal.”
Global Citizen
Global Citizen supports international travelers by centralizing and translating crucial identity, membership and services in one universal pass-creating one integrated global life.
Smart Statement
Smart Statement transforms the boring statement into a smart platform that sorts individuals’ purchases so they can automate functional purchases and elevate emotional ones within media rich feed.
Created a walk-through experience to create internal excitement and break down silos