Overview
USAA has grown from a small financial institution to a major player in a very short amount of time. The rapid growth can be seen in their infrastructure. To keep up with growth, USAA kept adding on segments without looking at the entire infrastructure holistically. What resulted was 9 different CMS systems, several different looks and feels to their site, and a disjointed Frankenstein digital experience. 2017 was not only a record breaking year for natural disasters, it was also the most expensive year for damages. USAA members suffered greatly across the US and due to this the most important experience that needed to be redesigned and truly made cohesive and consistent was the claims experience.
Role
Interaction Design
Visual UI Design
Visual UI Design
The Problem
USAA has legendary customer service on the phone, their digital experience is far behind. With the influx of natural disasters, claims being filed skyrocketed across the country. Since the digital experience was inconsistent and frustrating for members to use, many of them turned to the phone. Due to demand, our customers service reps couldn't keep up with calls. To be better equipped for the coming years the entire experience needed to be unified and made cohesive. Members also felt unprepared for these natural disasters and didn't know where to find helpful information to prepare for them.
The Solution
Redesign the entire claims experience into a simple, intuitive, and responsive framework as well as create a hub for natural disasters preparedness.
Sketches
Wireframes
After wire-framing the core pages for the claims hub and the disaster prevention hub we sent them to user testing to validate our assumptions and iterate the designs based on testing.
Visual UI Design
After designing the UI and prototyping the experience we ran it through user testing one more time before launching.
The Impact
A responsive and cohesive claims experience across all digital touch points. Members affected by a natural disaster could easily file a claim digitally without having to wait on the phone for service. User-testing showed less confusion and more confidence in using USAA's digital channels to service their needs. The Disaster Prevention hub also tested well in providing important information for members to feel prepared for a natural disaster.
