SERVICE EXPERIENCE + DESIGN
As a newly formed design organization, the Chief Design Office within USAA is working towards improving their suite of products by implementing human-centered design practices at scale and solving for how USAA’s award-winning customer service translates to their digital channels. My initiatives focus on money movement experiences, which encompasses money management tools and solutions for transferring money. Through user research, problem exploration and definition, and collaborating with our business partners, we are working towards enhancing the military community’s financial routine.
I work with a team of designers and we collaborate with multiple disciplines and business units within the organization.
Strategy, facilitation, secondary research, design research, UX research, UX and UI Design.