Industry
Fintech / Enterprise Platform
American Express
Global Servicing Platform
Improving a large-scale enterprise platform by simplifying workflows, strengthening UX foundations, and creating a more consistent system across global servicing operations.
Role
UX Design Consultant
Scope
Global platform, cross-market servicing workflows
Focus
Usability, workflow clarity, system consistency
The situation
The platform supported complex servicing operations across multiple regions, but the experience was fragmented. Inconsistent interaction patterns and disconnected workflows increased cognitive load and made work less efficient.
As the platform expanded globally, those inconsistencies made it harder to maintain quality, scale effectively, and deliver a cohesive user experience.
The challenge
The challenge was to improve usability and consistency across a large, distributed system while supporting diverse workflows across regions and user types.
This required aligning design patterns, simplifying workflows, and building a stronger UX foundation that could scale without adding more complexity.
My role
As a UX Design Consultant, I worked across product, engineering, and design teams to improve the overall platform experience. I contributed to both strategy and execution, helping define workflows, patterns, and interaction models.
My focus was reducing fragmentation and improving how the system worked as a whole rather than optimizing screens in isolation.
How I operated
Identified system-level issues
We analyzed workflows across the platform to uncover inconsistencies, redundancies, and high-friction moments.
Established UX foundations
We introduced shared patterns and principles that improved consistency and usability across the system.
Aligned teams
I worked with cross-functional teams to ensure design decisions were understood, implemented, and applied consistently across products.
Improved execution quality
We strengthened the connection between design and engineering, reducing ambiguity and improving delivery quality.
Key decisions
Workflow-first design
We prioritized end-to-end servicing workflows over isolated screens, ensuring users could complete tasks more efficiently across the system.
Consistency through shared patterns
We introduced consistent interaction patterns and design standards to reduce cognitive load and improve usability across regions.
Localization with structural integrity
We balanced global consistency with local market needs, ensuring the platform could scale without fragmentation.
Outcomes
- Simplified complex servicing workflows to reduce friction and improve usability across the platform.
- Increased consistency across platform experiences through shared interaction patterns and design standards.
- Strengthened the UX foundation for scalable product development across global markets.
- Enabled clearer alignment between design, product, and engineering teams.
Reflection
This work reinforced the importance of strong UX foundations in enterprise systems. Improving consistency and workflow clarity at the system level creates lasting value well beyond any single feature.