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John Boykin
John Boykin, UX Researcher
Confusing credit card practice

A retailer offered a co-branded American Express card. Customers who had that one single card would receive two separate bills each month, as though they had two different cards. Confused and angry, they would call customer service demanding an explanation.

Unfortunately, the retailer’s business rules for the card were so confusing that even the customer service reps didn’t really understand them (nor did hardly any of the retailer’s other employees).

I couldn’t change the business rules, so the best I could do was to create this infographic so customer service reps and others would at least understand what the rules were.