Company
Comerica Bank
Year
2022
Length
6 months
Role
UX Lead
Team
Product, Engineering, QA, Legal, Government, Prepaid card providers
Users
unbanked, underbanked receiving government aid
The Challenge
Easy and transparent access to federal benefits
Business Context
- Seamless digital banking experience for distributing federal benefits
- Reduce support costs
- Minimize false fraud reports
- Increase card usage
- Promote financial literacy.
- iOS, Android, Web
User Problems
- Rely on traditional interaction methods (phone, in person)
- Caretaker managing money
- Limited experience with technology
Design Challenges
- Deliver a consistent experience across platforms
- Complying with government regulations
- Data owned and managed by 3rd party
- No design system
My Role
Owned the UX process end to end
User Researchers
Collaborate early to guide direction.
Designers
Mentored, coached, raised quality
Product Management
Shaped vision, prioritized user needs
Engineering
Bridged technical and design trade offs.
Stakeholders
Aligned strategy / business goals
Government
Balance compliance and usability.
Approach
- Customer interviews
- Review call center data
- Competitive Analysis
- Personas
- User Flows
- Wireframes
- Visual design
- Prototype
- Usability testing
Solution
- Check card balance
- Review transactions
- Manage your cards
- locate nearest participating ATMs
- Instant Alerts
- Financial education center
- Android / Apple tablet and phone app
- Web application
Screens
Impact
Business
Reduced customer support burden and increased engagement with the prepaid card program.
Users
Improved financial empowerment with quick transparent access to benefits.
Org
Strengthened the partnership between federal agencies and 3rd party data owners
Results
4.8
&
4.7
rating on App Store and Google Play
25%
reduction in support calls
37%
reduction in false fraud claims
Reflection
1
Demonstrated how design leadership can influence beyond the screen — influencing process, inclusion, and trust in digital access to benefits.
2
Mentored junior designers on balancing usability with business and compliance needs.
3
Deepened expertise in cross-platform mobile design, web, and accessibility.
4
Reinforced that great enterprise design starts with transparency.
