getting user-centered insights at scale: lessons from American Express

August 16, 2022

about the webinar

Join leaders from American Express as they highlight the journey towards growing a UX research practice. American Express has built a comprehensive and evolving UX research practice resulting in a collaborative environment where teams develop A-class products and services. The team continuously meets growing demands from the organization (scaling) and builds their team’s research capabilities (maturing) while learning to navigate these two avenues and measuring what success looks like. 

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.

Watch this 45-minute virtual event if you want to learn:

  • The difference between scaling and maturing UX research from the perspective of experience makers at a leading financial services brand.
  • Challenges and successes of scaling a UX research practice.



Risha Lee - Director of UX Research, American Express

Dana Chrisfield - Director of UX Research, American Express

Joseph Friedman - Research Manager, AnswerLab

watch the recording (45 minutes)


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about AnswerLab

AnswerLab is a user experience research agency that helps companies create better technology experiences. Our 250+ research experts work with the world's leading brands to uncover UX insights.