USAA to Schwab investment transfer

End-to-end design for moving members' investments from USAA to Schwab: from discovery interviews to wireframes, user flows, and a main hub for the experience.

USAA · FinTech

Context

USAA was transitioning its brokerage and wealth management businesses to Schwab. An earlier transition to Victory Capital had left some members unaware their accounts were moving, so communication was the central design challenge this time.

Discovery

We kicked off the project with a series of member interviews, then affinitized what we heard to find the patterns that would shape the experience.

We kicked off the project with a series of member interviews.
Affinitizing from the discovery interviews
One of the insights we derived from the discovery research

Constraints

Moving investments is not something a member does casually. We knew we'd need to get members' attention, sometimes interrupt them, and coordinate the whole thing around multiple events and technical limitations.

We knew that we'd need to get our members' attention...
...and sometimes interrupt them.
...and the whole thing needed to be coordinated based on multiple events and tech limitations.

Sketching to wireframes

With the constraints mapped, we started sketching, moved into wireframes, and kept refining.

So we started sketching.
...and we started wireframing
...and refining

Flows and the hub

The work resolved into end-to-end user flows and a main hub that anchors the transfer experience.

Until we had developed our user flows
...and a main hub for the experience