Storefront

Redesign of USAA's Credit Card Storefront.

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"Improve, humanize and soften the credit card decline and counter offer moment". This was the ask our design team received from the business. At first glance, it seemed the ask would be to redesign a single screen at the end of the flow. 

Upon examining the decline/counter experience, there was a realization of a potentially larger issue— that decline/counter was a symptom of the larger problem.

Members were not accepting the counter offer because the process of finding the right card and then navigating to the application was long and confusing. This realization was the birth of a new effort.

By looking at the entire experience and understanding the human needs of looking for a credit card we would seek to design an experience that could prevent a decline experience, or prevent it from happening all together.