I was the lead designer promoted to design director on a multi-year initiative to redesign the USAA logon experience. Since this project is integral to member security, I am limited in the artifacts I can share. Project outcomes:
✅ More members seamlessly converted to the more secure multi-factor authentication experience
✅ Reduction of fraud losses due to reduced reliance on email one time codes
✅ Implementation of device recognition–a much requested, time-saving measure for members using multi-factor authentication
✅ A higher percentage of successful authentication attempts made by members
✅ Research best practices standardized and shared with other design teams
Below is a slide from a "Who We Are" deck I shared with business partners to explain how our design team would support them throughout the product lifecycle.
In addition to contributing to the visual and interaction design for this project, I lead both generative and evaluative research throughout the design process.
I created a repository to store structured notes from all the sessions. We bolstered the repository with notes from other security related initiatives. This allowed us to draw themes and create insights across the multiple rounds of testing.
I presented on the analysis of structured notes to our design organization and mentored several design teams on taking quality research notes.
