/ User Research / App Design / UX / UI
USAA INTERNSHIP EXPERIENCE
I was a Summer 2017 USAA design intern and was put on a team that was working on a long-term project, in the midst of the discovery phase. They brought me under their wings and caught me up on the work that had been done prior to my arrival. I was instantly part of the team and learned an immense amount about the USAA design process, had the opportunity to network and meet designers and grow within a corporate environment. While working within a design team on their current project, I was also on a team of interns that were assigned an "Intern Project". It was made to challenge us throughout the summer to work with a diverse group of students on an innovative approach to a design problem.
MEET THE TEAM
WHAT DO WE NEED TO ACHIEVE?
Using BJ Fogg's method for behavioral design, we needed to create a digital tool that will help users develop positive financial behaviors in order to establish a debt-free life.
WHERE DO WE BEGIN?
We created a user test based on BJ Fogg's Behavioral Method, where 10 potential users sorted financial habits along a grid according to effectiveness of the habit and the likeliness that they would do/use it. Below are some insights from the test. After the test, we decided to focus on student loan debt specifically.
WHAT CAN WE LEARN FROM OUR COMPETITORS?
After researching approach pros and cons of competitors such as Credit.Org, Debt Manager, Debttracker Pro, Intuit Mint and Prosper Daily, these were the main insights we thought we could capitalize on within the industry.
GOT STUDENT LOAN DEBT?
Our focused audience consists of adults between 20-30 years old that have student loan debt, including both current and graduated students, with little to moderate debt experience.
EXTERNAL VS. INTERNAL
We asked 24 potential users 2 questions about their likelihood of downloading an external app from their bank versus utilizing a service that preexisted within their bank's app to organize student loan debt. The overwhelming response was that an internal tool would be a lot more convenient than an external one, as well as trustworthy and efficient. Because of this, we focused on designing tools to be utilized within their existing bank's app, populating at time-sensitive moments.
HOW SHOULD OUR TOOLS WORK?
We used a process of timed charettes to create low-fidelity wireframes of the four tools. The rapid iteration prompted manyf visual ideas to surface in a small amount of time.