Getting User-Insights at Scale: Lessons from American Express

Integrating a user insights program across teams can be complex. American Express partnered with AnswerLab to further elevate their UX research program and help foster a mature, seamless collaboration process across teams so they can create alignment and build better experiences for customers. In this webinar, hear from two UX Researchers at American Express as they share how their different product teams are dealing with challenges of scale while evolving along their UX maturity journey.

0:00 Intro
1:08 Setting the Stage
11:12 Scaling and Maturing a Research Practice
21:54 Measuring Impact and Success
31:59 What the Future Holds
38:31 Questions and Answers