#331 - Making the customer "Whole"

Rachel DeFriend Design Director and Adam Zuckerman, Director, Product Development and Modernization join us today from USAA which is a provider of insurance, banking, financial products, and advice focused on the Military community.   Rachel and Adam bring a super interesting fireside chat about how design and business perspectives intersect to create better user-centric solutions in a traditionally slow-moving insurance world. They bring their day-to-day work scenarios to share how true collaboration can bring speed and ease to complex decisions. Measuring and tracking progress and impacts surfaces the true value of design for this team so they are able to continue to serve their customers powerfully by providing them with the right information to make complex decisions with ease. Their work is focused on making their customers "whole" with a promise of recovery from any major life incident.