USAA: Homeowners Insurance
USAA, an industry leader in customer experience, enlisted Mad*Pow to redesign their entire Homeowners line of business with two overarching goals: increase the number of members who could confidently complete their task online and secondly, to help CSRs more efficiently service the USAA members on the phone.
Project Scope
The scope of the project addressed the entire customer journey from Quoting through Servicing, or making change to a policy, and spanned an entire year. As the overall Director on the project, I led a cross functional team of 7 (Designers, Researchers and one Content Strategist) through Discovery, where we consumed data and gathered new research on pain points, through to a series of iterative design sprints and detailed design with collaboration from USAA’s accessibility and design systems team.
Process
Discovery - qualitative and quantitative research
Ideation Workshop - multi-day workshop to align on strategy and generate divergent design concepts to test
Conceptual Design - wireframe conceptual solution to key pain points and test them with real USAA members
Detailed Design - iteratively define experience details and bring solution into high fidelity