Case Study
Discovery
Recurring transfers existed, but managing them didn't
Members could only see individual child transfers in the Activity tab, with no way to view or understand the recurring series they belonged to. Without a unified view of parent series, recurring transfers felt fragmented and unclear. This lack of visibility made it difficult for members to answer basic questions like which transfers were active, when a series would end, or how upcoming transfers were connected, often leading to confusion and unnecessary support calls.
Client
USAA
Industry
Enterprise Financial Services
Year
2025
Role
UX/UI Design, Strategy, Remote Facilitation
Tools
FigJam, Figma, Tableau, Glassbox, Gridspace, Clarabridge, Box, JWM, Zoom, Slack
The Outcome
One place to view and manage recurring transfers
We introduced a dedicated Manage tab that surfaces all recurring transfer series in one cohesive view. Designed intentionally from analysis and synthesis of member feedback, this experience makes parent series visible, clarifies their relationship to individual transfers, and provides a clear entry point to manage them. Members can now easily review series details, skip an upcoming transfer, or cancel a series without hunting through transaction history.
User flow
This user flow illustrates the full lifecycle of transfer funds, from setup to failure handling, with decision logic surfaced at every branch.
