Project Overview

At USAA, I had the opportunity to redesign the Glass and Tow Reimbursement process within the claims department. The objective of this redesign was to enhance the current design and improve the overall experience for members.

We began by analyzing the current design and identifying areas where the user experience could be streamlined. Our goal was to make the steps to file a claim as simple and straightforward as possible. Additionally, we wanted to ensure that members were clearly informed that they needed to add their payment preference when filing their claim. To achieve this, we included a medium priority message that reminded members of the importance of adding their payment method.

To gain a deeper understanding of the user journey, we created an interactive diagram (IA) that visually represented how members would navigate the process. This IA helped us identify potential pain points and areas for improvement.

Once the design was finalized, we proceeded to create a prototype of the experience in Invision. This prototype was then presented to members for unmoderated testing. Our primary objective was to assess whether members found the experience and the overall flow intuitive and easy to navigate.

The results of the test were positive. Users reported no issues moving forward through the flow and were able to successfully complete the task of filing their claim. This feedback confirmed that our redesign efforts had been effective in improving the user experience.

Software used: Sketch and Invision