Direct Express

Company

Comerica Bank 2022

My Role

In my role as the lead UX designer, I oversaw customer feedback surveys, reviewed call center data, conducted competitive analyses, developed personas, created user flows and wireframes, executed visual design, prototyped solutions, and conducted usability testing to drive user-centered design decisions.

Problem

Comerica became the service provider for distributing federal benefits to the unbanked / under banked on a reload-able pre paid debit card. There became the need to provide customers with a way to digitally access their accounts.

Goal

Deliver a web and mobile digital experience with a strong focus on ease of use to:

decrease calls to help desk
decrease false fraud reports
increase in card utilization
educate customers in sound financial principles

Users

unbanked/underbanked receiving government aid

Challenges

Users are not very tech savy and tend to rely more on traditional interaction methods (phone, in person) to conduct banking in this program. Understanding and complying with all the required federal regulations that are part of this program. Lastly, the data is owned and managed by a 3rd party.