USAA

Enterprise Product & Service Design

In my time at USAA, my team and I have had the opportunity to influence the processes and culture of design within an emerging enterprise design practice. Using my skills in UX/UI design, research, and human centered design facilitation, I have created products and services within USAA’s Checking Account and Omnichannel bank spaces, for both customers and employees, that facilitate the financial security of our military service members and their families.

Checking Account Unboxing

The Bank Unboxing team is responsible for helping USAA customers (members) “unbox” their new checking accounts within the first 45 days of product acquisition. Our goal was to facilitate primary banking relationships by creating a multifaceted, multi-channel, and intelligent communication system meant to explain product features & benefits, encourage product use, and eventually deepen a customer’s journey within USAA’s product suite.

Case Studies

Funding Education

Checking Account Utilization

UBaaS

Unboxing as a System

Bank Omnichannel

The Bank Omnichannel design team is responsible for leading the omnichannel design strategy and creating a systems-based approach for omnichannel thinking within USAA Bank. Currently, our team is involved in various projects within the space including mitigating risk and managing compliance within experiences. This also includes working with business and development partners to create experience based roadmaps for higher-level omnichannel initiatives. This degree of partnership has allowed myself and my team to influence the ways of working within the Omnichannel Business Unit and has instilled greater trust in our partners regarding human centered design thinking and including design in every stage of the product development cycle.

Case Studies

Net Query Retirement

Employee Experience