Company
USAA
Product
Internal Reporting Tool
Role
Senior UX Designer
Audience
USAA Employees and Managers
Project Background
In January 2021, the Director of Consumer Credit Reporting at USAA approached the design team for help improving a cumbersome, risk-prone reporting process.
The Problem
Disputes Specialists juggled multiple internal and third-party applications to file one credit report—cluttered screens, manual copy-paste, and zero validation. Every typo risked member harm, FCRA fines, and regulatory audits.
Managers flew blind: no real-time dashboards, no skill-gap alerts, and zero automated scorecards. Without a single, accurate, automated pipeline, USAA faced compliance violations and stagnant specialist growth.
The Goal
Build one internal, automated disputes pipeline so Specialists slash handle time, increase accuracy, and stay audit-proof.
Deliver real-time volume dashboards so Managers dynamically staff hot zones and auto-surface skill gaps.
One click replaces seven copy-pastes—less errors to the bureaus, faster feedback loops, and every Specialist levels up every sprint.
The Process
⸺ Discovery
⸺ Human-Centered Design
⸺ Requirement Documentation
⸺ Roadmap & Planning
⸺ Lo-Fi Wireframes & Validation Testing
⸺ Hi-Fi Design & Prototypes
Outcomes
98%
cleared cases through new application
22%
increase in accurate reporting
40%
decrease in time to complete disputes
99.7%
accuracy rating as of September 2025
Skills
User-Centered Design
End-to-End Product Design
Cross Functional Collaboration
Prototyping
UX Research
Roadmap & Requirement Planning
Information Architecture
Executive-Level Storytelling
Systems Thinking
Process Engineering
Tools Used
Sketch
Invision
Mural
Zoom
Slack
Keynote/Powerpoint
Box