AMEX Trip Cancel Guard

Industry
Travel Insurance

Type of project
Re-imagine existing trip cancel guard website and purchase protection experience for AMEX customers.

Tools
Figma & Mural

My role
End-to-end product design

Timeline
6 months

Overview

As a Senior Product Designer at American Express, I led the end-to-end design for two critical initiatives aimed at enhancing customer trust and usability in protection services:

  1. Trip Cancel Guard 2.0 – a revamped web and opt-in experience for travel protection

  2. Purchase Protection Claims Experience – a redesigned backend platform that allows eligible cardmembers to file claims for damaged or stolen purchases

Both initiatives shared a common goal: to simplify complex protection offerings and empower users with intuitive, trustworthy digital experiences.

The Challenge

Trip Cancel Guard

The marketing site was text-heavy, with legal-heavy copy that confused users.

  1. Customers were unsure what was covered or how to enroll, resulting in low opt-in rates.

  2. Support teams were overwhelmed with basic questions about the benefit.

Purchase Protection

The claim submission tool was disjointed and outdated, leading to high drop-off rates.

  1. Users lacked guidance throughout the process, often missing required documents.

  2. The platform was not optimized for mobile, accessibility, or reuse across other benefit types.

While the protection benefits offered real value to cardmembers, the digital experiences supporting them were fragmented, unclear, and underutilized:

My Role & Approach

Trip Cancel Guard Website

  • Reimagined the landing page with a benefits-first layout and simplified language

  • Designed responsive components and visual storytelling to increase clarity

  • Collaborated with legal, content, and accessibility teams to maintain compliance

Purchase Protection Platform

  • Led UX for a new claim submission flow with guided steps, inline help, and smart validation

  • Created a component library to support multiple benefit types (e.g., Extended Warranty, Return Protection)

  • Prototyped and tested flows with internal stakeholders and external users

Problem Statement

Customers struggled to understand and use Amex protection benefits, leading to low adoption and claim success.

Design Highlights

Trip Cancel Guard 2.0

  • New responsive page layout with collapsible FAQs, iconography, and interactive content

  • Contextual opt-in experience within the booking flow

  • Clear summary of coverage post-purchase

Purchase Protection Claims App

  • Streamlined multi-step form with upload capability and real-time status tracking

  • Modular system allowing reuse for other claims (e.g., baggage, insurance)

  • Accessibility-compliant and mobile-friendly

Final Design & Launch

Purchase Protection Claims Platform

  1. A step-by-step claims experience with real-time validation, document upload, and clear guidance at each stage

  2. A modular component system supporting multiple protection types (e.g., Extended Warranty, Return Protection)

  3. A claim status tracker dashboard, enabling users to monitor progress and receive updates with confidence

Trip Cancel Guard 2.0

  1. A responsive, benefits-first landing page with simplified messaging, rich visuals, and interactive FAQs

  2. Contextual opt-in module embedded within the booking flow, with clear value props and eligibility indicators

  3. A post-purchase summary card confirming coverage and linking to claims or benefit details

Both experiences were designed with accessibility, mobile responsiveness, and user trust at the forefront—delivering a more intuitive, scalable, and supportive journey for cardmembers across protection benefits.

Results & Impact

increase in engagement on the Trip Cancel Guard landing page

40%

lift in Trip Cancel Guard opt-ins after redesign

22%

reduction in incomplete Purchase Protection claims

30%

What I Learned

  1. Clarity builds trust — simplifying complex language and surfacing key benefits early can significantly improve engagement.

  2. Modular design scales — creating reusable components sped up delivery across multiple protection products.

  3. Cross-functional collaboration is key — working closely with legal, engineering, and support teams was essential to balance compliance and usability.