The American Express Global Lounge Collection helps American Express Card members access 1,400+ premium airport lounges worldwide
Role:
Product Designer
Industry:
Consumer Travel
Challenges
Platform Integration
Merging the LoungeBuddy site with the American Express Global Lounge Collection required unifying two distinct systems into one cohesive, user-friendly platform.
Design System Alignment
Applying the latest American Express design language meant staying current with evolving guidelines while ensuring accessibility and brand consistency.
Cross-Product Consistency
Designing with a cohesive look and feel that could easily scale across other Amex products to support a consistent user experience.
Card-Specific Filtering
Building a clear way to display card-specific lounge access and enabling users to filter by their card type to see accurate benefits and availability.
My Approach
Market Research and User Testing
Gathered insights on user needs, expectations, and pain points to inform product direction.
Design System Alignment
Followed the latest American Express design language to ensure consistency and accessibility.
Component Development
Built flexible, reusable components that could be easily integrated across platforms and products.
Scenario Planning
Accounted for all edge cases and user journeys to deliver a seamless, reliable experience.
Results
The project delivered an elevated website that significantly enhances the American Express brand through improved usability and a refined visual look and feel. By consolidating all lounge access information into a single URL, users can now easily find everything they need before traveling. This streamlined experience not only supports user confidence and convenience but also strengthens brand consistency across digital touchpoints.
Future Plans
Improved Login Experience
Incorporate the login process to provide users the most accurate account information and provide personalized suggestions.
AI-Driven Lounge Recommendations
Implement AI to analyze users’ travel patterns and bookings offering tailored lounge suggestions to increase satisfaction.
Enhanced Content with Menus and More
Add detailed lounge menus, and other relevant information to help users make informed decisions and improve their overall experience.
Conclusion
With years of industry experience, user research, testing, and design iterations, I have helped deliver an exceptional product that meets user needs and elevates the brand experience through thoughtful design. As part of the first team to adopt the new Amex design language system, I am helping pioneer a fresh aesthetic that sets the standard for the entire organization.
