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UX Writing | Technical Writing | E-Learning Design
UX Writing | Technical Writing | E-Learning Design

USAA Banking 

UX Writing | Technical Writing | E-Learning Design

USAA Banking Curriculum 

UX Writing | Technical Writing | E-Learning Design
USAA mockup.png
The images in this case study are recreations due to NDA agreements.

01

Overview

Project Goal
Design a clear, updated content experience to help new USAA insurance representatives quickly understand umbrella insurance processes and confidently assist members over the phone.

Project Duration
About three months per project, over two years.

Role
Content Designer (focus on UX writing, instructional design, and content strategy)

Client
USAA (via NIIT)

Tools
Articulate Storyline 360, Microsoft Office, Jira, Asana

Problem
USAA’s existing learning content was outdated, fragmented, and difficult to navigate. Representatives struggled to find and retain the right information, leading to inconsistent member support.

Why This Work Mattered
I translated a complex, regulated product into structured, user-friendly content that new reps could absorb and apply quickly. By shaping information architecture, adapting voice and tone, and aligning with SMEs and stakeholders, I ensured content was both accurate and approachable. This not only reduced friction in training but also supported USAA’s standard of exceptional member service.

02

Research & Collaboration

Research & Discovery
I started with no prior knowledge of umbrella insurance, so my first step was to frame the problem like a content designer: What do reps need to know, when, and in what format? To build that foundation, I:

  • Partnered with SMEs to surface critical product details, processes, and real-world member scenarios.

  • Audited knowledge base articles to see how existing content was written, organized, and applied by employees.

  • Analyzed prior training modules to understand USAA’s brand voice, tone, and established learning patterns.

 

This research helped me map where content was working, where it was fragmented, and how to structure it into a more intuitive experience.

 

Collaboration
Cross-functional collaboration was essential to design clarity into the curriculum. I:

  • Built trust with SMEs early to encourage open, ongoing dialogue.

  • Tracked and organized feedback in structured, color-coded notes to make content decisions transparent and repeatable.

  • Designated a lead SME to resolve conflicting feedback, ensuring content stayed consistent and user-focused.

Through this process, I shaped complex input into a unified, user-friendly content experience that aligned with both business needs and learner usability.

03

Challenges & Solutions

  • Coordinating SME input
    Challenge: Five SMEs, five calendars, and shifting priorities made consistent feedback tricky.
    Solution: I set up a clear cadence of check-ins and documented decisions, which kept content reviews moving without blocking the design timeline.
    Impact: Content stayed on schedule, so new reps could access updated training as soon as products and processes changed.

  • Ensuring accuracy across sources
    Challenge: SMEs sometimes gave conflicting details, and legacy content didn’t always match updated processes.
    Solution: I tracked inputs with color-coded notes and facilitated alignment discussions, turning contradictions into a single, reliable content path.
    Impact: Reps received consistent, accurate guidance, reducing the chance of errors during member calls.

  • Adapting to technical tools
    Challenge: New platforms came with steep learning curves.
    Solution: I carved out time for rapid upskilling, which let me apply design intent—structure, clarity, usability—without being slowed down by tooling.
    Impact: Delivered polished, interactive training modules that felt seamless to the learner, even under tight timelines.

  • Navigating subject complexity
    Challenge: Umbrella insurance and USAA’s internal nuances were unfamiliar at the start.
    Solution: I approached the material like user research—mapping key processes, identifying mental models, and translating them into approachable content.
    Impact: Built trust with stakeholders by ensuring accuracy while giving reps the clarity they needed to build confidence quickly.

  • Designing for clarity
    Challenge: Dense policies and legal requirements risked overwhelming new reps.
    Solution: I broke down information into digestible chunks, used consistent patterns, and applied USAA’s voice and tone, making complex ideas accessible without oversimplifying.
    Impact: Reps could find, retain, and use the right information faster, which improved member experience and upheld USAA’s service standards.

04

Development & Design

Content Creation
I turned complex insurance processes into an interactive, user-centered learning experience by:

  • Writing clear, concise content for modules, including buttons, feedback, and realistic member scenarios.

  • Designing storyboards to map module flow, anticipate learner questions, and surface potential gaps.

  • Developing interactive activities—role-plays, quizzes, and assessments—to engage learners and reinforce understanding.

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Iterative Design Process
The content evolved through a structured, design-focused workflow:

  1. Kickoff & Discovery – Met the team, captured notes, and aligned on project goals and learner needs.

  2. Storyboard – Built a high-level outline to visualize learning flow and highlight gaps.

  3. Content Drafting – Wrote scripts, scenarios, facilitator guides, and assessments with consistent voice and tone.

  4. Build – Translated the storyboard into interactive modules in Articulate 360, focusing on usability and engagement.

  5. Review & Refine – Walked SMEs through drafts, incorporated feedback systematically, and iterated to improve clarity and accuracy.

  6. Launch & Follow-Up – Finalized modules, ensured technical stability, and addressed post-launch updates to keep content relevant

05

Outcomes & Impact

  • Comprehensive Curriculum – Delivered updated, structured content aligned with USAA’s products and processes, helping reps quickly access critical information.

  • Engaging Scenarios – Created realistic, interactive modules that prepared reps to handle authentic member interactions confidently.

  • Improved Learning Outcomes – Enabled reps to pass certifications efficiently and perform their roles effectively.

  • Stakeholder Validation – Positive feedback from SMEs and managers highlighted clarity, usability, and effectiveness. (See supporting email feedback)

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Key Lessons Learned

  • Empathy for learners drives accessible, engaging content.

  • Structured processes balance deadlines, SME availability, and content accuracy.

  • Collaboration across multiple stakeholders ensures credibility, consistency, and usability.

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