Digital Document Services Microapp - Comerica bank

Role: UX Designer

August 2024 - October 2025

Tools: Sketch, Protopie, LucidChart

GOAL

Create a microapp where users can view, download, and print account analysis statements. This application would be integrated across Comerica’s suite of products for upwards of 150,000 commercial and small business customers.

Design Process

1

Ideate

2

Research

3

prototype

4

Design

5

Test

Pain Points

No self service access to statements

Manual processes and inefficient workflows

Inconsistent experience across platforms

Prior to this initiative, statement access relied on mailed delivery or manual distribution by internal teams, resulting in delayed access to sensitive documents, fragmented user experiences, and operational inefficiencies. Customers lacked a consistent, self-service way to retrieve statements within the digital products they already used, creating friction for both users and bank staff and limiting scalability across platforms.

Competitors

We conducted competitive research across 8 statement platforms—4 from financial institutions and 4 from utilities companies—annotating functionality and design decisions such as default views, sorting and filtering capabilities, account number masking, download formats, and mobile responsiveness. We combined these insights with WCAG content standards and our internal design system guidelines to inform a user-centered, accessible, and scalable design for our microapp.

User Flow

Our user flow was designed to accommodate two separate parent applications, ensuring a seamless experience across both platforms. We also addressed key edge cases, including error messaging and enabling users to select and download multiple statements at once, balancing flexibility with clarity and usability.

iterative design

I started by Sketching on my iPad. This gave me the opportunity introduce my team to crazy 8s - a rapid sketching method. At this phase we played around with different layouts.

I designed with the business requirements in mind:

  • show up to 24 months of statements

  • include download, print, and view functionality

  • be able to integrate into Comerica Business Connect (CBC) and Web Banking (HBK) platforms.

I used components from our Enterprise Design System (EDS) to maintain consistency with our Content Style Guide.

Our final design featured our table component embedded inside of our accordion component. We included our autocomplete component to allow users to search by accounts- this remedy was the solution to our composite account parameter. Using this component users could see the hierarchy of accounts they are entitled to, and easily view the statements for each.

This screenshot shows the design embedded in the Commercial Loan Management app.

Challenges

Adaptability amidst ambiguity

The microapp needed to integrate with multiple parent applications, yet the integration model, success criteria, and long-term vision were unclear. Shifting and incomplete requirements—including major constraints introduced late in the project—required the design to remain flexible while absorbing significant scope changes.

Complex data structures at enterprise scale

Customer accounts followed a deeply nested hierarchy (up to seven levels), with some organizations managing hundreds of interconnected accounts. Presenting this volume and complexity of information in a way that was usable, scannable, and performant introduced significant information architecture and interaction design challenges.

DESIGNING IN PARALLEL WITH EVOLVING INFRASTRUCTURE

Beyond the core statement experience, additional infrastructure was introduced late in the project, including entitlement and access management within an internal administrative platform. This required extending the architecture and design work to support internal users and workflows not initially scoped.

Outcomes

Launched the bank’s first centralized statement-access platform

enabling ~150,000 small business and commercial customers to independently view, download, and print account analysis statements (September 2025).

Significantly reduced manual, ad-hoc statement distribution workflows,

eliminating the need for mailed delivery or staff-mediated email requests for most use cases.

Extended the platform’s impact beyond its initial scope

by designing a modular solution that unlocked adoption within the Commercial Loan Management app.