May 2024 -February 2025
Zero Friction Coverage: Creating a Seamless, Data-Driven Umbrella Acquisition Experience.
Long-time members frequently complained about the redundancy of re-entering policy information they already provided to USAA. We solved this friction point by pairing a modernized design system with a new back-end that automatically provided this data, significantly streamlining the quote and improving user success.
Dedicated customer base with no aggregated views of their belongings
Existing research has shown us that users have left much to be desired from the existing legacy umbrella product. Research gave me a clear understanding of 3 key problems to address from the users to stakeholders.
Collaborating with various stakeholders and designers to craft practical solutions.
Utilizing agile methodology, and kanban board to stream line workflow. Patiently waiting as content ensured all copy worked in accordance with insurance regulations.
Design solutions shifted the focus of requirement gathering to tangible impact for stakeholders and members
Being mindful of stakeholder input as well as existing research regarding how users felt the pain of re-entering data. With the lack of understanding within what their policy entails, and including crucial underwriting questions to deem eligibility easier from a backend standpoint.
Minimum coverage expanded view
By creating an experience where the users can quickly evaluate what umbrella amount will cover. Feedback in prior iterations gave us understanding that most users don't have a grasp on how coverages ultimately protect them
Underwriting & Qualifying Questions
Making sure underwriting questions are present to qualify users to craft policies as well as, approve or deny their umbrella policy quote.
Aggregated view of all properties included from pre-existing USAA policy
With an improved back end system to better aggregate members existing policy info. Design considerations took into account how to best provide that info to users when carrying out a policy quote.
Affective design solutions translated to high marks in usabilty test with participants
Being mindful of stakeholder input as well as existing research regarding how users felt the pain of re-entering data. With the lack of understanding within what their policy entails, and including crucial underwriting questions to deem eligibility easier from a backend standpoint. Utilzing user zoom and 3 Rounds of testng with 15 participants each. Cross platform research with applied to ensure both desktop and mobile expereinces were validated.
Adding a coverage amount to policy quote
87% (39/45 completed) Six participants failed to complete this task due to page rendering issues where buttons or dropdowns did not display correctly, and some participants skimmed instructions missing key requirements. When properly rendered and instructions followed, the interface proved highly effective.
Underwriting task garnered consistent positive results
90% (40/45 completed) Five participants encountered rendering problems with form fields or validation messages, and some did not read that all questions were required. The questionnaire design is sound, with failures being technical rather than design-related.
The product launched in five states, Arizona, Ohio, Illinois , Wisconsin , and Florida
This successful usability test validates strong design requiring only technical fixes before launch. With rendering issues resolved, expected completion rates would reach 95-98% across all tasks. Real-world performance will likely exceed test results as actual users demonstrate greater attention and motivation than test participants.