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Case Study: Account Notifications
Due to the nature of USAA,
the following case study has
been simplified and modified
for confidentiality.
(due to the nature of USAA, the following case study has been simplified and modified for confidentiality)
PROBLEM
A significant part of the bank member community is missing vital time-sensitive personal information resulting in accounts being locked and having to go through a slow and frustrating process to verify their identity and regain access.
The stakeholders presented a pre-planned Hack-a-thon solution to the problem. We quickly realized that this would be a costly band-aid solution that would yield the same results and
pain points as the current problem.
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