Case Study
Discovery
High volume, high trust
Automatic Payment Plans (APP) allow Members to set up, manage, and cancel recurring payments for both internal and external bills. Tens of thousands of members use APP each month, with around 500K USAA credit card accounts on autopay.
Client
USAA
Industry
Enterprise Financial Services
Year
2024
Role
UX/UI Design, Remote Facilitation, Optimization
Tools
FigJam, Figma, UserZoom, Tableau, JWM, Box, Zoom, Slack
The Challenge
Making complex billing rules feel simple
The legacy APP design for external, external e-bill and internal credit cards needed a refresh to improve usability and align with the Reveille Design System. There were complex and distinct business rules that made the internal, external and external e-bill UI look different. We aimed to ensure as much consistency as possible. We were designing for Web (Desktop and Mobile) and needed to launch from Native to Mobile Web. The existing Native experience buried the APP launch point, making it hard for members to find.
The Outcome
Clarity that scales with trust
We designed both short-term and long-term solutions for the APP launch point. In the short-term, we added setup and manage APP buttons on one-time payment as the Native launch point to Mobile Web. For the long-term, we designed a consolidated biller summary where members could manage their APPs in one place. We not only modernized the APP experience but also improved usability, making it easier for members to set up or cancel payments while aligning with MSAT feedback and best-practices gathered from competitive analysis for a more intuitive and streamlined experience.
Patterns built to outlive the project
I treated every decision as future-facing infrastructure, creating reusable patterns that supported clarity, scale, and long-term team velocity.
