CSAA – AAA Mobile MyPolicy

I led the UX design of MyPolicy to bring peace of mind to policyholders, transforming complex insurance management into a secure, mobile-first experience. From viewing proof of insurance at midnight to enabling paperless billing, we reimagined policy access as intuitive, personal, and always within reach.

Case Study

Elevating the Mobile Insurance Experience

Overview

At CSAA Insurance Group (an AAA insurer), the Mobile MyPolicy app served as a critical digital touchpoint for policyholders. The objective was to create a more intuitive, seamless, and impactful user experience for the app, drive key business metrics like AutoPay enrollments, and ensure design consistency and efficiency across all CSAA digital products through robust governance.

The Challenge

The challenge was to transform the existing mobile experience, particularly the Payment and AutoPay features, to align with modern mobile-first principles and best-in-class design standards. Simultaneously, I took ownership of a pivotal initiative: establishing our UX Governance across the organization.

  • Outdated Mobile Experience: The existing app features, particularly payments, likely suffered from an outdated design and complex user flows, leading to user friction.
  • Platform Discrepancies: Ensuring a consistent and high-quality experience across two distinct mobile operating systems (Android and iOS) while respecting native UI patterns.
  • Driving Behavioral Change: The challenge of designing an experience compelling enough to encourage a significant increase in AutoPay enrollments.
  • Aligning with Best-in-Class Standards: Elevating the app’s design to meet contemporary mobile design benchmarks.

My Contributions & Process

As the UX Designer Lead for the Mobile MyPolicy app and a leader in UX Governance, my contributions were both product-specific and foundational for the entire design organization:

  • Establishing UX Governance & Design System: I took ownership of a pivotal initiative: establishing our UX Governance. This involved meticulously developing design guidelines, comprehensive documentation, and a library of reusable patterns, all meticulously documented in Confluence and Jira to ensure accessibility, consistency, and alignment. A core achievement was defining a robust framework for component standardization within our design system, which brought much-needed order and efficiency. My strategic thinking also extended to planning the comprehensive roadmap for implementing these new design system guidelines, a collaborative effort between business partners, design, and development teams, diligently tracked in Jira. To ensure widespread adoption, I organized and led educational and testing workshops, effectively preparing the entire UX team for the company-wide embrace of our new design governance practices.
  • Full Redesign of Payment & AutoPay Features Throughout Mobile-First Design Principles: As the UX Designer for the Mobile MyPolicy app, I not only continued design support on the legacy system but also spearheaded the full redesign of our Payment and AutoPay features for the reimagined MyPolicy experience, following a mobile-first approach and following iOS and Android standards to engage a new generation of users. This involved meticulously mapping user journeys, identifying pain points, and crafting intuitive flows that simplified the payment process for users.
  • Cross-Platform Consistency: I was instrumental in ensuring seamless design consistency across both Android and iOS platforms. My attention to detail and fluency in platform-specific guidelines ensured a unified yet native-feeling experience for all users.
  • User-Centered Work: My approach was deeply user-centered, focusing on creating an experience that was not only aesthetically pleasing but also highly functional and intuitive for policyholders.
  • Collaborative & Agile Execution: I worked closely with the Product Manager and cross-functional teams, demonstrating a collaborative and fast-moving approach to design and implementation within an agile environment.

Solutions & Approach

My approach focused on combining modern design principles with a deep understanding of user needs and business objectives:

  • Simplified Payment Flows: Designed streamlined, step-by-step payment and AutoPay processes, reducing the number of clicks and cognitive load for users.
  • Clear Visual Hierarchy & Microinteractions: Implemented clear visual hierarchies and thoughtful microinteractions to guide users intuitively through the app and provide immediate feedback.
  • Component-Based Design: Utilized a component-based design approach to ensure consistency and efficiency across both Android and iOS versions of the app.
  • Iterative Design & Feedback: Collaborated closely with the Product Manager to gather feedback and iterate on designs, ensuring solutions were validated and impactful.

Impact & Results

My thoughtful, user-centered work delivered both craft and measurable results:

  • 50% Increase in AutoPay Enrollments: A direct and significant business impact, leading to a 50% increase in AutoPay enrollments over the following year. This metric directly supported customer retention and satisfaction by simplifying a key interaction.
  • Elevated User Experience: The redesign significantly elevated the entire mobile experience, making it more intuitive and impactful for policyholders.
  • Enhanced Customer Retention & Satisfaction: The improved ease of use, particularly for critical features like payments, contributed directly to higher customer satisfaction and improved retention rates.
  • Best-in-Class Alignment: The app’s design was successfully aligned with best-in-class mobile design standards, enhancing CSAA’s digital reputation.
Note: Due to a confidentiality agreement, specific projects and product details remain generalized.