Review

AAA, the AutoClub of Southern California is a 12 million member network spanning several states and is the largest AAA network. I work for ClubLabs, the digital innovation hub, supporting 8 different lines of business. These including multiple types of insurance, the worlds largest travel agency, Membership Services, automotive services, financial services and a wide variety of discounts and rewards. My role is UX Lead for UX Research, Analytics and Strategy. My team uses MindManager to create Customer Journey Maps, User Flows, UX Research Audits, Research Plans, and Analyzing the results of User Research, as well as more traditional content maps and IA site maps. The goal is to integrate Adobe Analytics, Quantum Metrics and Medallia Site Surveys to gain a deep understanding of the User’s Experience and precisely identify any user pain points, Inform UX Design, optimize user satisfaction, and achieve business goals - which are different for each line of business we support with the website and native mobile apps, but relate to increased conversion, engagement, up- and cross-selling, impacting KPIs and increasing ROI. MindManager enables us to better map the user experience and content and look at the relationships.

I think I already did this in answers to previous questions. However, I am iteratively researching and designing a new global navigational system for the website. I am mapping and redesigning the Membership Join flow and multiple Insurance self-service flows and Designing and analyzing 225 user research studies a year by mapping goals to big questions to sub-questions to actual user tasks and questions.