Backstory

nVision is an in-house one stop shop enabling consumption of business performance reports across domains of AMEX. It consolidates reporting across multiple BI tools and provides a single-interface unified report distribution and alerting platform.

nVision Admin Panel is like the control centre. This is where admins and report producers manage all the data, ensuring everything runs smoothly.

But Why Redesign?

Challenges including cumbersome navigation, excessive clicks, overwhelming information, and a non-intuitive design that hampers efficiency for admins and report uploaders. These issues result in wasted man-hours onboarding users, frequent doubts, and unclear workflows, highlighting the need for a streamlined and intuitive redesign.

“ How might we streamline workflows like updating metadata, creating reports, and managing dashboards to minimise the time product owners spend guiding nVision users? ”

My Approach

Existing Platform and Journeys

I broke down all the major journeys into very superficial flows so that I understand the scope of work in place. This also helped me look at the individual journeys from a functional perspective.

From these journeys I started to understand patterns as to where the potential problem would lie.

In order to study all the journeys in more depth, I came up with the detailed flow for each journey as follows (snapshot from my Mural Board)

I started to plot out pain points as per my understanding. These could be termed as “hypothesis”. (As per the picture in red stickies)

Research

It was not easy to arrive at the final solution. I began with procuring a list of users both Admin (these have the option to perform all the tasks and functions within the admin panel) and Report Uploaders (these people have the option of only uploading data files to the reports created by admins).

For the scope of this case study, following were the pain points that admins were facing while using the nVision admin panel:

There were additional pain points for the journeys. I tallied them with the initial loop holes that I had plotted within the user flow diagram. Thus all ny hypothesis got verified.

Improved Information Architecture

Here is the new IA that I devised on the basis of inputs that I got during research. The key difference to note is that the new IA has all the journeys initiated from the Control Panel. As per this flow, the user no longer need to recall the Report unique key for each and every report in order to proceed with the flow. (Can talk more about the decisions taken to come up with this IA.)

Scope of this Case Study

Since this was a large project, with over 11 journeys to work on, for the sake of this case study I am only focusing on the following:

1. Overall Dashboard Design.

Create New Report (This is a brand new journey proposed by me.)

Update Metadata

User Flow

Here is a straight forward comparison between the old flow and the new flow. I have also plotted out the pain points (on the older flow) and the subsequent steps taken (within the new flow) to solve these.

Brainstorming

I obviously did a lot of brainstorming session. Here are some snippets from the process. I also worked on a lot of iterations in order to reach the final designs.

UX Design | UI Design | Prototyping

Redesigning American Express Enterprise Experience

The improved design and streamlined user journeys made the platform more intuitive, saving manpower hours by over 75%

DesignStrategy

User Experience Design

User Research

UI Design

Created for

American Express

Timeline

6-8 months

Collaborated with

Product Managers, Developers and Leadership

Product Managers,

Developers and Leadership

Backstory

nVision Admin Panel is like the control centre. This is where admins and report producers manage all the data, ensuring everything runs smoothly.

But Why Redesign?

“ How might we streamline workflows like updating metadata, creating reports, and managing dashboards to minimise the time product owners spend guiding nVision users? ”

My Approach

Existing Platform and Journeys

I broke down all the major journeys into very superficial flows so that I understand the scope of work in place. This also helped me look at the individual journeys from a functional perspective.

From these journeys I started to understand patterns as to where the potential problem would lie.

In order to study all the journeys in more depth, I came up with the detailed flow for each journey as follows (snapshot from my Mural Board)

I started to plot out pain points as per my understanding. These could be termed as “hypothesis”. (As per the picture in red stickies)

Research

For the scope of this case study, following were the pain points that admins were facing while using the nVision admin panel:

There were additional pain points for the journeys. I tallied them with the initial loop holes that I had plotted within the user flow diagram. Thus all ny hypothesis got verified.

Improved Information Architecture

Scope of this Case Study

Since this was a large project, with over 11 journeys to work on, for the sake of this case study I am only focusing on the following:

1. Overall Dashboard Design.

Create New Report (This is a brand new journey proposed by me.)

Update Metadata

User Flow

Old Flow

Control Panel

Create a New Report

( User clicks on ‘+’ or ‘

‘)

User selects ‘Space Page Metadata’ from the Feed Type

The Reports Repository table gets displayed

+ or

Blank row gets added

Fills the values

Clicks on validate

Submit

Finalise

Preview

Yes

Error ?

A copy of the existing

report (row) is made

Edit Metadata

(Click on a particular row)

Starts editing the row content

Clicks on validate

Submit

Finalise

Preview

Error ?

Problem: No option to create multiple reports at a time

Problem: Redundant Steps

Problem: Columns not self-explanatory, less context exists.

Problem: The complete table gets

executed together,

thus difficult to track which

row was being worked upon.

Problem: Users felt that the error journey was not at all intuitive.

Brainstorming

I obviously did a lot of brainstorming session. Here are some snippets from the process. I also worked on a lot of iterations in order to reach the final designs.

Solution

New nVision Dashboard

Key Features:

Key metrics displayed upfront from the nVision usage dashboard.

All the report modification options activates on selection of a particular report from the table.

'New journey of creating a new report introduced in order to isolate the report creation process'

Update Metadata Journey

Users have a better overview of the complete dashboard.

Admins can have a look at the major key insights of the report performance at a glance (Metrics displayed above).

The error journey is more intuitive now. Inline error editing functionality was well received by the users.

The approach of selecting reports and then performing actions is a new approach taken and would help the users to focus on that particular report.

The approach of straightaway validating and finalising the report, felt way better than the confusing approach before.

Create New Report

The user can browse and select multiple reports in order to upload within the space page dashboard

The errors get displayed in case there are any problems while uploading the reports on the dashboard.

The user can now edit the cells within the table in case of any errors (red) or warnings (yellow).

This allows user to create reports in bulk at a time.

Impact

The redesign of the nVision Admin Panel significantly improved workflow efficiency, reducing the dependency on Product Owners for routine queries.

By streamlining report uploads and administrative tasks, the new system enhanced self-sufficiency, allowing users to complete their work with minimal friction.

This transformation had a measurable impact on American Express, cutting man-hours by 75%, leading to substantial operational cost savings.

The reduction in redundant back-and-forth communication freed up valuable time for admins, report uploaders, and Product Owners, enabling them to focus on higher-value tasks.

This efficiency boost not only accelerated decision-making but also enhanced overall productivity across teams, reinforcing the company’s commitment to seamless internal operations and digital transformation.

What is nVision?

nVision Admin Panel is like the control centre. This is where admins and report producers manage all the data, ensuring everything runs smoothly.

But Why Redesign?

“ How might we streamline workflows like updating metadata, creating reports, and managing dashboards to minimise the time product owners spend guiding nVision users? ”

My Approach

Existing Platform and Journeys

I broke down all the major journeys into very superficial flows so that I understand the scope of work in place. This also helped me look at the individual journeys from a functional perspective.

From these journeys I started to understand patterns as to where the potential problem would lie.

In order to study all the journeys in more depth, I came up with the detailed flow for each journey as follows (snapshot from my Mural Board)

I started to plot out pain points as per my understanding. These could be termed as “hypothesis”. (As per the picture in red stickies)

Research

For the scope of this case study, following were the pain points that admins were facing while using the nVision admin panel:

There were additional pain points for the journeys. I tallied them with the initial loop holes that I had plotted within the user flow diagram. Thus all ny hypothesis got verified.

Improved Information Architecture

Scope of this Case Study

Since this was a large project, with over 11 journeys to work on, for the sake of this case study I am only focusing on the following:

1. Overall Dashboard Design.

Create New Report (This is a brand new journey proposed by me.)

Update Metadata

User Flow

Old Flow

Control Panel

Create a New Report

( User clicks on ‘+’ or ‘

‘)

User selects ‘Space Page Metadata’ from the Feed Type

The Reports Repository table gets displayed

+ or

Blank row gets added

Fills the values

Clicks on validate

Submit

Finalise

Preview

Yes

Error ?

A copy of the existing

report (row) is made

Edit Metadata

(Click on a particular row)

Starts editing the row content

Clicks on validate

Submit

Finalise

Preview

Error ?

Problem: No option to create multiple reports at a time

Problem: Redundant Steps

Problem: Columns not self-explanatory, less context exists.

Problem: The complete table gets

executed together,

thus difficult to track which

row was being worked upon.

Problem: Users felt that the error journey was not at all intuitive.

Brainstorming

I obviously did a lot of brainstorming session. Here are some snippets from the process. I also worked on a lot of iterations in order to reach the final designs.

Solution

New nVision Dashboard

Key Features:

Key metrics displayed upfront from the nVision usage dashboard.

All the report modification options activates on selection of a particular report from the table.

'New journey of creating a new report introduced in order to isolate the report creation process'

Update Metadata Journey

Users have a better overview of the complete dashboard.

Admins can have a look at the major key insights of the report performance at a glance (Metrics displayed above).

The error journey is more intuitive now. Inline error editing functionality was well received by the users.

The approach of selecting reports and then performing actions is a new approach taken and would help the users to focus on that particular report.

The approach of straightaway validating and finalising the report, felt way better than the confusing approach before.

Create New Report

The user can browse and select multiple reports in order to upload within the space page dashboard

The errors get displayed in case there are any problems while uploading the reports on the dashboard.

The user can now edit the cells within the table in case of any errors (red) or warnings (yellow).

This allows user to create reports in bulk at a time.

Impact

The redesign of the nVision Admin Panel significantly improved workflow efficiency, reducing the dependency on Product Owners for routine queries.

By streamlining report uploads and administrative tasks, the new system enhanced self-sufficiency, allowing users to complete their work with minimal friction.

This transformation had a measurable impact on American Express, cutting man-hours by 75%, leading to substantial operational cost savings.

The reduction in redundant back-and-forth communication freed up valuable time for admins, report uploaders, and Product Owners, enabling them to focus on higher-value tasks.

Solution

New nVision Dashboard

Key Features:

Key metrics displayed upfront from the nVision usage dashboard.

All the report modification options activates on selection of a particular report from the table.

'New journey of creating a new report introduced in order to isolate the report creation process'

Update Metadata Journey

Users have a better overview of the complete dashboard.

Admins can have a look at the major key insights of the report performance at a glance (Metrics displayed above).

The error journey is more intuitive now. Inline error editing functionality was well received by the users.

The approach of selecting reports and then performing actions is a new approach taken and would help the users to focus on that particular report.

The approach of straightaway validating and finalising the report, felt way better than the confusing approach before.

Create New Report

The user can browse and select multiple reports in order to upload within the space page dashboard

The errors get displayed in case there are any problems while uploading the reports on the dashboard.

The user can now edit the cells within the table in case of any errors (red) or warnings (yellow).

This allows user to create reports in bulk at a time.

Impact

The redesign of the nVision Admin Panel significantly improved workflow efficiency, reducing the dependency on Product Owners for routine queries.

By streamlining report uploads and administrative tasks, the new system enhanced self-sufficiency, allowing users to complete their work with minimal friction.

This transformation had a measurable impact on American Express, cutting man-hours by 75%, leading to substantial operational cost savings.

The reduction in redundant back-and-forth communication freed up valuable time for admins, report uploaders, and Product Owners, enabling them to focus on higher-value tasks.