USAA Express Bill Pay
The Property and Casualty (PNC) Team here at USAA wanted a new web experience: allowing customers to pay their insurance bill without logging in. This product is currently live on the USAA site as of Spring 2025.
The Challenge
This was a completely new experience for USAA, so it as refreshing to start from scratch. The benefits to the user were great - allowing the customer, or even a customer's loved one, to pay a bill without logging in. Simply having the paper bill would give them all the information they needed to pay it. Leveraging stripe, this system functioned differently than our standard, logged-in bill pay, as it did not save any credit card information.
My Role
As the lead designer on the project it was my job collaborate with our business stakeholders to gather requirements, and then to lay out the experience using the USAA Reveille design system for web. Using our new forms, I put together a single-page form experience that allowed the user to pay what they needed, designing desktop and mobile in tandem. I also conducted a useability test, which yielded no issues. After reviewed and marked up for accessibility, I presented it to development and made sure they understood the experience.
The Experience
The entire experience is comprised of only a handful of pages - the form intiator, the form itself, a verify page, and a confirmation page. Informative modals included, it's only 7 pages total, keeping the experience concise and to the point. If you include all possible versions of each page, including error states, there was over 30 unique pages in the figma file, not including accessibility and markup.
