Modernizing USAA Servicing Intent Screens
USAA's servicing intent screens enable users to view their current coverages and upgrade or add new ones. My goal was to modernize these screens to improve usability and align with contemporary design standards, while also maintaining compliance with the USAA design system. This project required collaboration across multiple disciplines, including UX writing and accessibility.
Process:
Competitive Analysis & Inspiration
I began by conducting a competitive analysis to explore how other companies approached similar tasks. Additionally, I created a mood board of contemporary design patterns and layouts from various apps and websites to inform the design direction.
Wireframing & Design Exploration
I developed several wireframe options, prioritizing ideas that adhered to the constraints of the USAA Reville design system. I sorted these options based on feasibility and effectiveness, refining the top choices into polished designs.Stakeholder Collaboration & Voting
I presented the refined designs to the team and business partners, where we collectively voted on the best options. This collaborative process ensured alignment and buy-in across the organization.Accessibility Review
Before proceeding to high-fidelity designs, I consulted with the accessibility team to confirm that the designs would meet user-friendly standards for all audiences.High-Fidelity Design & Implementation
After incorporating feedback and securing final approvals, I created high-fidelity mockups and implemented the new design for the MVP phase.
Adapting to New Business Needs
During the MVP phase, business partners updated the category taxonomy, significantly expanding the number of categories available to users. This posed a new challenge: differentiating categories users were upgrading from those they were adding as new.
Content Collaboration
The UX writer initially proposed ideas to clarify the categories, but the text felt too broad and failed to address the distinction effectively. I suggested more precise content solutions that resonated with the team, and we moved forward with my approach.
Outcome
The redesigned servicing intent screens now offer users a clearer, more intuitive experience when managing their coverages. The modernized design improves alignment with USAA's brand while supporting usability and accessibility. The updated content strategy ensures users can easily distinguish between upgrades and new additions, enhancing decision-making and overall satisfaction.
This project highlights the importance of collaboration, adaptability, and user-centered thinking in creating effective digital experiences.