BlueSky Portal
A Web-based Digital Tool
Project Quick Stats
2
UI & UX
Designers
1
UX
Researcher
3
Live On-site
Workshops
3
Months of Prototyping
3
Key User Flows
About The Team
Our team consisted of two designers working with stakeholders to update existing screens and create new ideas for an internal service portal in the development process. BlueSky is an internal portal modernization application that aimed to help American Express Customer Care Professionals (CCPs) serve their customers more efficiently.
Project Objectives
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Integrate several commonly used service portals into one inclusive experience
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Reduce call times and other CCP related pain points
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Create interactive prototypes to share with stakeholders
My Role
User Interface (UI) Designer
User Experience (UX) Designer
Deliverables
Sketch Wireframes
Invision Prototype
UX Workshops
Confluence Documentation
Tools
Sketch, Invision, Confluence, Mural
Screen Analysis & Update
I worked with several internal departments like Credit Servicing, UCID and Global Pay to ensure their UI needs were properly met in the new BlueSky application.
I collaborated with another designer throughout the project to analyze and update screens based on UX standards. For example; categorized menu items replaced long lists to reduce eye fatigue and scrolling on multiple screens.
Notes Screen
CCPs previously used handwritten notes and external note-taking tools that could pose a risk to personal information (PI).
The Notes section of the prototype was created to assist with quickly servicing customers inside the tool while reducing security risks.
UCID (Universal Caller ID) Screens
I created annotated prototypes of the UCID verification Call Flowcreens to showcase the CCP experience when taking calls from operators or the IVR (Interactive Voice Response).
On-Site UX Research Workshops
I traveled to Phoenix Arizona to the American Express campus to participate in workshops focused on CCP workstreams and how they resolved customer issues. We also worked with a UX researcher who shadowed the CCPs to provide advanced insights.
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We used the research results to recommend improvements in the new digital solution.