Designing for Self-Sufficiency: The One AP Help Center at American Express

Role: Solo UX Designer
Team: 5 people across design, product, and engineering
Timeline: 8 weeks
Highlighted Tools: Figma, WCAG accessibility standards

One AP is an American Express accounts payable product used by business buyers to manage invoices, payments, and suppliers. When customers hit problems, they called into the customer service line, meaning the representatives were spending significant time fielding questions a well-designed self-service experience could answer independently.

I led the UX design of the One AP Help Center from discovery through handoff, running a two-session workshop with cross-functional stakeholders to align on requirements and generate design directions. From there I ran moderated concept testing with 6 users to validate two competing design patterns before committing to a final direction.