USAA Bill Pay
Below is just a description of the design process for the Pay Bills project at USAA. I can’t share findings or details of the design but if you would like to know more about the project I would love to meet up and chat about it.
PROJECT + Team
My team was responsible for the re-design of the Pay Bills experience for both responsive web and all native platforms. We utilized Human Centered Design practices to ensure that the new Pay Bills experience met the core needs of our members. For this project I worked with a team of 4 designers each with their own specialty in product design.
I contributed to the re-design in several ways from contextual research to ideation, wire-framing and final implementation for development. More specifically my role as a Visual Designer was focused on building new UI components and combining existing ones to contribute to the USAA Design Language System.
Our team conducted a total of 16 interviews with USAA members in their homes in San Antonio and in Austin. We wanted to understand the strategies, behaviors and emotions of our members as they planned for and managed their personal finances.
We analyzed the field notes from our interviews and wrote key observations on sticky notes. From these sticky notes we looked for patterns and organized the stickies into groups and drew insights from the themes we discovered.
Based on our findings from our insights and themes each team member created concepts of what Pay Bills could be. We spent a couple of weeks defining and refining our concepts by writing and illustrating our ideas on paper then digitizing them in adobe illustrator. Then, we presented our ideas to our business and development partners to discuss feasibility and constraints to narrow down our list.
After we selected a couple of concepts for Pay Bills we sketched / digitized our wireframes. With these wireframes I then built and combined UI components on sketch. I utilized color and typography to not only maintain USAA’s brand standards but to also provide the best member experience by helping members navigate, view and take action on their bills.