Research + Design
to Save Member Accounts

The Problem

Longstanding bank accounts were missing their signature card documentation, which had become a requirement of federal regulators for anti-money laundering purposes
- If we didn't acquire signature card information for these accounts by a certain date, those members would have the account closed and have a check mailed to them—a potentially miserable experience

The Solution

After synthesized research allowed us to learn that members could be directed to provide the required documentation by way of a digital detour upon logging into our app or website, we tested and launched just that.
Upon logging in, our members would be politely asked to electronically sign the required document, and be provided with the 'why' they had to.

Also included was the option to complete this at a later time.

Strategy
The objective for the Design team was to learn from members how we could gently persuade those who needed to update their documentation to do so on a desktop or mobile device, while also establishing a sense of urgency. We also simultaneously had to build a simple and intuitive experience in updating their signature card itself.

Implemented Process Methods

The Result
Once launched, we were able to capture 1,000 signatures per day—double the previous number—while also reducing call-volume received by our call center representatives.

Pre-Design Work

This was a major problem—hundreds of thousands of accounts in danger of being closed. We needed to quickly understand from members themselves how we could effectively notify them and urge them to update their Signature Card ASAP.

Building a Roadmap

Working with our business stakeholders, a roadmap was agreed upon to allow myself and the team to formulate a design strategy in order to fully understand the problems before working towards ideation and explorations.

Research Interviews

Research conducted and synthesized by the Design team revealed certain key findings that would be referred back to in order to accurately inform design solutions.

Most users conveyed that they simply wanted quick, conversational communication from their bank when it counted. Also, they wanted the convenience of being able to complete required actions on their own time if able to.

Research Continued

Beyond wants and needs from the users, we were able to learn how they would feel if put in a variety of possible outcomes, the worst being if their bank account closed unbeknownst to them—and receiving a check of the account's contents in the mail.

Experience Maps

To be sure that we communicated the severity of potential user pain in certain outcomes, I drew up Experience Maps to present to our Product stakeholders to help them visualize what could happen to members if our designs didn't drive members to update their Signature Card status.

Design Iteration

Research data in-hand, it was time to start design explorations

Mobile Wireframes

Users told us they're generally checking their USAA accounts via a mobile device—naturally I moved into mobile wireframes first because of this.

Users sometimes even check their account balances while in line at a store, which led us to know that we couldn't dead-end the experience, blocking them from completing their intended task to force them to update their Signature Card. We needed to allow them the option to do it later.

Launch

Hi-fidelity designs included UI/UX and iconography to add into our design system, as well as prototyping for testing.

We landed on a scaled notification system from the app, and increased in its sense of urgency as the deadline got closer.

At launch, the company was capturing over 1,000 signatures daily—double the previous amount, saving hundreds of thousands of accounts in the first year alone.