I had the privilege to take a University of Texas (UT), Machine Learning Class (ML) with focus on Human Centered Design (HCD). The class ended on May 4, 2018. I was working along side very talented students, that are currently studying at UT. The class was hosted at the USAA Design Studio, in Austin and a few of the USAA employees where suggested to participate in this course, for one, to learn more about HCD and to also start diving into some Machine Learning. I am very interested in ML and Artificial Intelligence (AI) and so I gladly participated.
Below you can see our final presentation.
Below you can see some of our progress, which included interviewing USAA members, transcribing their content and gaining insights from them, to then create our value statements and story boards.
Zoe has been married to a military service member for 10 years
They have struggled in their relationship over the course of his 5 deployments
Zoe has decided to get divorced because her husband is no longer the man she married 10 years ago
As she is going through the process she applies to get her own apartment and is denied because of her lack of credit history
Zoe realizes that for the past 10 years all of the bills, loans, and credit cards have been in her husband’s name, so she has not built up a strong credit score or history
Zoe decides to move into her friends place for the time being
Her friend recently went through a divorce as well and recommends that she seeks assistance from USAA’s separation program, saying it helped her a great deal
When she calls USAA about this program she finds out they are offering a new program called EMPWR
EMPWR allows USAA members to receive a debit card that acts like a credit card
Throughout the 6 month trial period if the member pays his/her bills on time and completes a series of education modules USAA will offer him/her a personalized credit card for him/her to start building credit and take back control of his/her finances
Zoe signs up for the program and enters her goals
Buy a car within 9 months
Move in to her own apartment by the end of the year
Throughout the process Zoe completes personalized education modules based on her life
In the app she can check her progress and receives rewards when she completes modules and pays her bills on time
By the end of the program Zoe has built strong financial habits and USAA has gained the trust it needs that Zoe will be a responsible credit card owner
Zoe receives her credit card within 5 months because she excelled in the program and the machine learning algorithm was able to pull information on her previous financial history tying her purchases and payments despite everything being in her husband’s name
The algorithm is able to classify her as low risk based on her stable job
Previous history found
An initiative in the program
By the end of the year Zoe reaches both of her goals and makes sure to tell everyone about the amazing EMPWR program