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Add Account Owner Project
Position: User Experience Designer
Duration: One Year
Focus: Banking Experiences, Deposits
Overview

Problem

Number one complaint in USAA Banking, resulting in members either giving up or calling in.

Solution

Design a user flow in Figma with 6 different user scenarios, totaling over 200+ screens.

Impact

Members can now use a virtual flow to streamline the process. This solution saves USAA $1.2 million.

Design Process

Gather Requirements

Design Concepts

Reviews, Edits & Handoffs

eSign experience for adding an account owner or beneficiary

Begin with information architecture, brainstorming, exploration, then make high fidelity designs

Review the experience for final approval and hand off

Native design entry point and progress indicators needed

Update information architecture, translate the screens into Native iOS and Android screens, make high fidelity designs.

Review the experience for final approval and hand off

Gather Requirements
Problem

Problem Statement

The Add Account Owner process has several pain points that at any given time can require manual assistance from USAA which is both costly and inefficient. These manual processes have multiple opportunities for errors that lead to rework. This results in extended completion times, additional costs, and a negative member experience.

Current State

  • For every 100 incoming Add Account Owner requests we send 65 error letters

  • Average completion time non-complex is 5 days

  • Average completion time for complex is 11 days.

Proposed Solution
Screenshot 2024-06-27 215238.png
Projected Impact

This design causes positive impact

  • Saving USAA 1.2 million dollars

  • Streamlined user flow

  • Limiting member frustration

  • Limiting call in complaints

  • Possibility for new users to easily join USAA

Design Concepts
Information Architecture

Five User Flows

  • Add an account owner

  • Add a beneficiary

  • Remove an account owner

  • Remove beneficiary

  • Unboxing experience for new account owner

Screenshot 2024-07-02 100229.png
Teamwork makes the dream work
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User research

Legal

During the design process we regularly communicate and get approval from other teams.

Brainstorm and Wireframes

Brainstorm the different scenario screens in context of USAA branding with other flows.
Exploration within the USAA library, considering user flow and hierarchy.

High Fidelity Designs

Prep the design for reviews

  • IA Review

  • Content review

  • Legal review

  • Final review including accessibility and branding

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Web libraries

Reviews, Edits and Handoffs

All Reviews passed except Legal Review

  • IA Review

  • Content review

  • Legal review

  • Final review including accessibility and branding

Gather Requirements

Native Screens Needed

Android and iOS screens required for account summary entry points, and updates.

bank-main-mobile-app.jpg

Native libraries

Design Concepts

Not available due to NDA

Reviews, Edits, and Handoffs

All Reviews passed! Hand off to Developers.

  • IA Review

  • Content review

  • Legal review

  • Final review including accessibility and branding

Conclusion

Problem

Number one complaint in USAA Banking, resulting in members either giving up or calling in.

Solution

Design a user flow in Figma with 6 different user scenarios, totaling over 200+ screens.

Impact

Members can now use a virtual flow to streamline the process. This solution saves USAA $1.2 million.

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