Portfolio > Merchant Account Guide
Interactive guide to frequently asked questions for merchants.
Challenge
American Express has a secure online experience for merchants who accept the American Express card to respond to customer disputes. Digitas created a guide for merchants in order to address frequent merchant questions.
My role
I gathered content and designed wireframes to meet the needs of busy merchants. I worked very closely with the copywriter to make sure our content was written using terms merchants understand and with the visual designer to ensure that the flash interactions preserved the intent of the wireframes.
Highlights
Before getting started, we researched the underlying issues that were causing confusion. I visited the call center to speak with the customer service representatives who hear firsthand what merchants ask.
We made the guide interactive to give the merchants a quick way to access the information they need. Some questions are best addressed in context, so we used images of the relevant pages with "hot spots" calling out key areas.