My Work - Hello, I'm Frank Duran

Migration of Claims Storefront

Redesigning pages and components to preserve performance during a platform retirement.

Transaction Disputes Redesign

We presented an opportunity to improve the customer-facing self-service experience

Designer Pool

High attrition of talented designers caused frequent resource gaps across multiple concurrent projects.

01.

My Experience

Download Resume / CV

Sr. Digital Product Manager
USAA – San Antonio, TX | Apr 2024 – Present
Led digital claims storefront experience transformation and built service design artifacts to inform claims communication strategy.

Design Director
USAA – San Antonio, TX | Mar 2017 – Mar 2023
Directed UX strategy for regulatory and customer-facing initiatives across financial products.

Chief Digital Officer
Boxes and Arrows – Remote | Jun 2016 – Mar 2021
Secured the digital presence of Boxes and Arrows by eliminating security gaps, optimizing the publishing platform, and reducing operational costs.

Product Manager, Credit Card Services
USAA – San Antonio, TX | Dec 2015 – Mar 2017
Owned product performance and compliance for credit card-related services.

Lead Experience Strategist
USAA – San Antonio, TX | Aug 2015 – Dec 2015
Facilitated design thinking workshops and customer feedback sessions to validate product concepts and prioritize product roadmaps.

Sr. Creative Designer / UX Specialist
USAA – San Antonio, TX | Dec 2011 – Aug 2015
Led redesign of call center tools and facilitated user feedback sessions to prioritize features, resulting in 7 patents.