American Express budgeted for a major overhaul of the infrastructure behind customer service tech in mid 2016. I instinctively decided to outline the journey that a company’s credit card administrator went through when making changes to their employees’ cards online.
This journey map follows Carlos as he submits a request to cancel 47 ex-employees' corporate cards. I also mapped Carlos' actions to our proposed "new and improved" back-end systems that would power what Carlos sees online when checking the status of his cancellation request.
It may not look like much, but this deliverable led to executives across multiple divisions at Amex to quickly agree upon how much funding and how many development teams this massive undertaking required.