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Case Study: United Services Automobile Association

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Case Study: United Services Automobile Association
USAA.COM
COMPANY INTRODUCTION
United Services Automobile Association (USAA) provides a full range of highly competitive financial products and services to the military and their families. USAA was initially founded in 1922 by twenty-five United States military officers who decided to ensure each other’s vehicles. Since then it has grown and expanded into one of the leading financial services companies. USAA’s mission today is “to facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community” (USAA Annual Report, 2012, p.2).
USAA is not a publically traded …show more content…
The typical USAA member spends a portion of their life moving across the United States and world as a military member. Therefore, they need services to assist them in this process. The rental section offers home and rental searches, real estate agents finders, home equity products, and mortgages. However, above all that, they offer a Movers Advantage program which members can earn up to $3,100 cash back when buying and selling a home if they use their networking services.
Finally, the retirement planning section helps members identify their personal and financial goals in order to achieve a debt-free retirement. They offer free financial planning, IRA and rollovers, wealth management, and trust services. Whether a member is separating from the military, starting a second career, or planning for life in retirement, USAA simplifies military benefits with multiple programs on their tech-savvy website in order to help meet the member’s goals.
BUSINESS …show more content…
USAA analyzed the usage of hundreds, if not thousands of their internal websites, and selected the top twenty for members to personalize on their homepage. For example, one tile can be a comprehensive account summary while another tile on the homepage could be a status of their current monthly budget plan. Furthermore, another tile could be the current market quotes and a fourth tile allows the member to view their current retirement plan or web bill pay. This is another innovative method which realizes USAA’s strategic goals; however, it also is a classic example of managing the users clicking and browsing
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