*This project is whitelabeled since it is an internal USAA tool.
Card Servicing Platform (CSP)
PROJECT OVERVIEW
The Card Servicing Platform (CSP) is a redesign of USBB's credit card servicing platform for Customer Service Representatives (CSRs). The project is ongoing, providing a consistent experience that links over 50 different card services.
ROLE: RESEARCH, UX/UI DESIGN
As a designer on this project my responsibilities included developing and conducting research, creating concepts, finalizing designs, and handing off to our development team.
PROBLEM STATEMENT
At USBB, CSRs have been using the same customer service tool, called PORT, for over two decades. Over the last three years, USBB made the decision to invest in and build a new platform called Converse which is slowly being rolled out to all CSRs.
While this has been an improvement, each line of business has to update services to fit the modernized design system which requires collaboration across many lines of business. The credit card team was the first line of business to begin designing our respective experience.
GOALS
Provide an experience that reduces call times and allows CSRs to be more productive.
Provide an experience that is CSR-centered and tested and not built on the business team's assumptions.
Establish a template that other lines of business can use when creating content for the Converse platform, reducing the amount of effort, cost, and research required for other teams.
RESEARCH
Though we had an idea of how we wanted to design this experience, we went straight to the CSRs to get a better understanding of how they were using the existing tool.
We created an activity using Mural where CSRs sorted through features, made tier lists, and even did very basic "wireframing." This helped us get a better grasp of their priorities and processes, giving us a headstart on the designing process.
SKETCH + TEST
After talking to our CSRs, we started ideating and sketching in Invision Freehand. When we landed on a design we thought incorporated all of their insights, we went back to the CSRs and did a round of validation tests.
We used a similar Mural board to get feedback on our sketch as well as get a deeper understanding of how CSRs approach calls about Transactions. The response was largely positive and we had a list of specific pain points to tackle, among them were the following:
Consolidate and reveal information
A lot of data lived in multiple locations, and even more data was hidden behind tabs. Surfacing the data behind several clicks would help productivity.
Recent Transactions and Statements are the "meat and potatoes"
Around 80% of an CSRs calls are regarding a USBB member's transactions. Optimizing access and actions around transactions should be a priority.
User types are not immediately obvious
CSRs have to click through 2 tabs to determine whether a member is a primary, secondary, joint, or authorized users. Placing this on the main page was an easy win
FINALIZE + DELIVER
With more data collected, we moved to Figma to create high-fidelity screens for CSP. We tackled some of the major pain points for our CSRs and kept in constant contact with them through the design process, making sure we were working in the right direction.
Alongside our business and legal partners, we made sure that all of our design decisions were compliant with USBB's strict regulations and fulfilled any requirements. Some stressed a need to reflect the member account summary; however, our research showed that our CSRs, as super-users, needed more capability than regular members.
We handed off designs to the development team in early June, with regular meetings for dev support. At the moment, development has been on hold because of the prioritization of other projects.
RESULTS
Delivered a product that meets and improves upon the capabilities of our existing PORT platform.
Provide CSRs with an experience that was built with them, the customer in mind. The previous platform was designed decades ago with little consideration of the user.
Create baseline research and design templates for other lines of business to use when modernizing Converse for their CSPs.
*This project is whitelabeled since it is an internal USAA tool.