Project Goals and Objectives

The goal of the project was to provide members with a consolidated and consistent platform for messaging and alerts. It was also imperative that we streamlined and integrated "Manager Preferences."

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Where It Began

The current state of "Preferences" was a complicated categorization system:

• There were too many options for customization without any progressive disclosure
• There was lack of prioritization around key messages, streamlined options
• There were a lot of duplicative actions and content

Recommendations for a Better Experience

• Account and Alerts Documents - Allows users to find and edit information by account – collapses current state account alerts, documents preferences and setting up texting preferences (also newsletter subscriptions)
• Personal Information - Include current state profile information
• Prioritization - Throughout the experience, prioritize "Check All" quick options, i.e. "I would like to receive all documents electronically"
• De-Prioritization - the minutiae of preferences within“advanced settings” options
• Streamline - Reduce the overuse of tables throughout the experience, results in duplicative information
• Navigation - Use navigation rather than landing pages where possible, industry standard for “Settings” (see right)
• Information Architecture - Provide better structure and hierarchy

Wireframes

I was given a few excel spreadsheets with content for Message Center, such as the Content Type (e.g. Message), Message Category (e.g. Urgent; Notification); the actual messaging (e.g. Your account is past due...), the CTA (e.g. Pay Now; View Details), and couple other elements.

I worked on this project for about two months and checked in with my team and also the stakeholder quite frequently. I wanted to make sure that what I was designing was aligning with the goals the stakeholder had in mind. In addition, I wanted to have confirmation that the interactions and flow would be feasible for the scope and timeline of the project.

Desktop

Here you will find a short PDF of some of my initial wireframes for Desktop. By the end of the project, I delivered a full deck of the most updated flow of the screens. Below are just a few screen examples, but the assets are clearer in the deck.

Mobile

I took some of my inspiration from Bank of America's Mobile App for the Mobile Designs of USAA's Message Center.

Here you will find a short PDF of some of my initial wireframes for Mobile. By the end of the project, I delivered a full deck of the most updated flow of the screens. Below are just a few screen examples, but the assets are clearer in the deck.

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Challenges Encountered

Because I was not a member of USAA, I could not log in to see the current flow first-hand to get a sense of the current experience. I was reliant on screenshots from the stakeholders in Houston, and still shots can only depict so much. I wanted a chance to truly interact with the experience so I could get a feel for what needed work. One person on my team had an account, but it was really private (funds are shown and such), so that was extremely limiting. All-in-all, my wireframes and flows were well-received by the stakeholders.