American Express | Mobile Workforce App

Shockoe conducted a current-state mobile assessment while also doing rounds of consumer interviews to understand Amex’s productivity issues.​
Internal stakeholders at American Express were requesting a large number of custom productivity apps, which resulted in a significant production backlog. They turned to Shockoe to meet existing app demands while also planning for the production of future apps and emerging technologies (voice, connected devices, and others).​

The resulting documentation identified key design and dev areas to target for improvement while also outlining how we planned to inform/educate the organization on the changes.

Building the Plane While Flying It​

For an initiative of this size, we had to tackle the production backlog while setting up new processes to improve mobile delivery. The result was a set of standards that have been adopted up and down the entire organization:

A Mobile Playbook to consolidate and communicate standards, procedures, and best practices
An App Roadmap for developing critical, secure apps required by the business
An Idea Generator to spur innovation and evolve Amex from a reactive to a proactive developmental state
Reserve a Room (or Desk) in Arizona. From Japan.

It sounds simple enough, but helping employees jetting across a dozen time zones book rooms and desks can be a bear. One of a number of Shockoe’s outputs, the AMEX Reserve gives a very mobile workforce the utility they needed to get their work done more efficiently. It remains the most-used internal app at AMEX.