EASE Accessibility Plan

Author: Tyler Tran and Owen Wong

EASE is an accessibility plan for Comerica Bank which improves upon ease of use and quality of services through four main avenues: Expansion, AI-Tech, Security, and Employees.

Our findings discovered that the COVID-19 pandemic has greatly impacted the banking industry while highlighting a crucial need for a stronger, more accessible, online banking system and use of AI technology to improve services. This could be found in annual reports, interviews with Comerica’s branch managers and bankers, etc.

The EASE plan seeks to utilize…

Expansion: The expansion of the accessibility of Comerica’s services to a broader range of demographics (i.e. elderly, visually impaired, immobile, ESL) done through an extensive social media information campaign, website redesign, and reworking of Comerica’s online banking app.

AI-Technology: Hyper-personalized AI tools to serve as a communication tool between bankers and clients. These tools will present financial information in a way which reaches people of all financial literacy levels.

Security: The implementation “Zero Trust” cybersecurity approach accompanied by education of employees and clients on cybersecurity practices, ensuring the protection of sensitive customer information.

Employees: Accessibility tools which allow employees to better address customer needs, strengthening the already strong customer-employee relationships which Comerica is known for.

We have held several meetings with Comerica branch managers and bankers on the implementation of EASE’s principles. Since then, Comerica has implemented some of these changes including a renewed, more accessible, app design and an AI “co-pilot”.