Overview

As a newly formed design organization, the Chief Design Office within USAA is working towards improving their suite of products and services by implementing human-centered design practices at scale and solving for how USAA’s award-winning customer service translates to other channels. In my role, I am focused on scaling a Service Design practice across the organization in order to empower teams to deliver impact to customers and the business. Through user research, problem exploration and definition, and collaborating with our business partners, we are working towards making the military community more financially secure.

Team

I work with a team of designers and we collaborate with multiple disciplines and business units within the organization.

Role

Strategy, facilitation, design research, UX research, and UX design.

Projects

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Funds Transfer Design Research and Experience Implementation

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Money Management Facilitation and Ideation

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Currently Serving Facilitation and Design Research

I can’t publicly share the details of this work, but we can still chat about it.

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