InVision
Case Studies
USAA's Digital Transformation: Scaling Design and Enhancing Customer Experience
Overview
USAA's Digital Transformation: Scaling Design and Enhancing Customer ExperienceInVision |
Drones - VTOL & VTOL Hybrid Drones Infrastructure as a Service (IaaS) - Hybrid Cloud | |
Buildings Education | |
Product Research & Development Quality Assurance | |
Rapid Prototyping Virtual Prototyping & Product Testing | |
Hardware Design & Engineering Services System Integration | |
Operational Impact
The implementation of the experience-owner model, the embedding of a representative from the Design Language System team on every product team, and the development of a design-specific scorecard have all contributed to a more efficient and empathetic design process at USAA. The company's support and development of individual designers have also led to better product experiences. The move from a waterfall to a more agile, human-centered design process has enabled USAA to create desirable experiences by reducing the planning time involved in new projects. The company's hybrid organizational approach, which blends multiple organizational models and runs different models in parallel, has also been effective in meeting the needs of its growing digital customer base. | |