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American Express Mobile App: Plan It and Bill Payments
Plan It and Bill Payments for the AmEx mobile app in KSA, letting eligible cardholders split purchases into flexible installment plans with clearer trust cues.
4 flows Plan It, Bill Payments, Government Payments and Balance Transfer, each payable over 3, 6, 9 or 12 months
The problem
Cardholders wanted more financial flexibility but hit friction at every step: complex behavior when splitting large amounts, security worries around OTP and 3DS, unclear installment terms and regulatory limits across utilities, telecom and government billers. Together these drove drop-off and lowered satisfaction.
What I designed
I focused the design on clarity, security and ease of use. Streamlined flows guide people through eligibility checks and a simplified calculator, with trust cues reinforced through authentication. The redesign reduced reliance on outside bill-payment services and improved confidence in every transaction.
Highlights
- Plan It eligibility, calculator, and OTP and 3DS flows redesigned for clarity and trust
- Less reliance on external bill-payment services, right inside the flow
- Measurable lift in adoption, engagement and CSAT for installment features
Challenges
Complex payment behavior
People relied on outside services or manual methods to split large payments, which created friction inside the app.
Security concerns
Instalment conversions handle sensitive financial data, so trust depended on robust authentication (OTP and encryption).
User clarity
Terms like “instalments” confused people and made them hesitate to adopt the feature.
Seamless integration
The feature had to arrive without disrupting existing bill payment flows.
Regulatory compliance
Rules differ across bill categories such as utilities, telecom and government, which added constraints.
Process
- User discoveryFound gaps in the existing bill payment experience through user feedback.
- Design and prototypingBuilt wireframes and user flows to test different interaction models.
- Development and implementationWorked with engineering on the installment planner, including automated checks on payment amounts and card limits.
- Testing and optimizationRan usability testing and refined the flows based on what people struggled with.
- DeploymentReleased incrementally for a smooth transition.
Outcomes
Higher engagement
People interacted more with the feature, with noticeable drops in abandonment.
More conversions
Flexible installments encouraged more people to complete their transactions.
Better experience
Simpler flows, faster processing and clearer navigation improved satisfaction and retention.
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