American Express Benefits Portal

AXA commissioned us to design the insurance benefits portal for their American Express customers. A financial platform used primarily on mobile, by people checking their coverage while travelling.

The usage context drove every decision: users access the portal while already travelling, needing quick answers about their coverage. The mobile experience couldn't be a scaled-down desktop. It had to be designed from the start for that context.

We defined the information architecture, redesigned the user flows, and built a full interactive prototype that served as the development reference.

The registration flow was where most users dropped off. We broke it into short, specific steps with clear progress indicators and error messages that reduced friction without cutting the validations a financial product requires.