Schwab

Sr. User Experience Designer

Transitioned a million+ USAA portfolio account holders to Schwab's trading platform

Solution Overview
Designed a comprehensive financial onboarding experience that guided existing USAA customers through platform migration while maintaining account continuity and building confidence in the new system. The experience was optimized for both desktop and mobile devices to ensure accessibility across all user touch points.

Key Benefits

  • Seamless migration of high-value portfolio accounts at scale

  • Reduced friction in post-acquisition customer retention

  • Established foundation for unified platform experience

Business Impact
Successfully transitioned 1 million+ USAA portfolio account holders to Schwab's trading platform, enabling the integration of a multi-billion dollar investment management acquisition.

This onboarding experience facilitated a critical business integration while reinforcing the company's commitment to intuitive, client-centered financial management tools that help users confidently achieve their financial goals.

About the team

Our core mission is focused on creating and delivering an intuitive, elegant and delightful experience with the goal to help our clients confidently manage and achieve their financial goals on the desktop and mobile devices. It is our commitment to create a supportive, easy to use digital experience centered around building a strong financial foundation and relationship between the client and the company. 


Completed projects

  • Launched the USAA & Schwab welcome center serving a million+ new clients.

  • Launched the Schwab brokerage & bank welcome center, with great success to increasing client engagement.

  • Launched the Schwab brokerage welcome center with funding experience. Currently tracking performance.

Role & Responsibilities

  • Balanced hands-on design work with project leadership, delivering desktop and mobile web experiences while managing timelines and aligning cross-functional teams toward shared goals.

  • Coordinated design system, accessibility, research and brand resources to support team initiatives and maintain design consistency across products.

  • Led projects from concept to launch, e.g., running design work sessions, creating user flows and prototypes, usability testing, and ensuring seamless implementation with development teams.

 

WHAT OTHERS ARE SAYING ABOUT JET AT SCHWAB

Jet elevates each experience and team he touches. Jet and I have worked together closely on strategic digital initiatives for a financial services firm. Jet’s depth of design knowledge, his passion for research and data informed user experiences, and his unshakeable poise have been integral to our project team’s successes.

Jet is efficient at creating elegant, usable interfaces, evidenced by the positive client feedback we have received regarding our shipped projects. Jet expertly balances his own work, making time to collaborate with and mentor other designers. Behind Jet’s calm demeanor (and his penchant to listen before communicating his own perspective) lies a keen, seasoned UX/UI professional who understands the level of responsibility and commitment needed to guide a digital product through its successful launch.

Jet has made a strong, positive impact on our UX team and business partners for his exceptional commitment to quality, his perseverance, and his tireless work ethic. I highly recommend working with Jet, and I look forward to continuing to collaborate with him.

Sr. Design Manager, San Francisco, CA, United States
Managed Jet directly at Schwab

Before I log off for the last time, I wanted to say one more time how great it’s been working with you!
You’re incredibly thorough and action-oriented and ROAR-O is lucky to have you.
You’ve already done awesome things on BXE and I know you’ll bring the project home and continue to do great work on future ROAR projects.
Wishing you all the best at Schwab and beyond!

Sr. User Experience Designer, San Francisco, CA, United States
Design partner at Schwab