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Mashreq Bank, Dubai, UAE

UX Research, UI Design

Full case-study

Let's go

Full case-study

Let's go

Organization

Mashreq Bank, Dubai, UAE

Organization

Mashreq Bank, Dubai, UAE

Role

Product Designer

Role

Product Designer

Start date

Project Context:

Designed the customer care platform from the ground up, introducing intuitive flows, a comprehensive FAQ section, and contextual support.

Impact:

Reduced support-related phone calls by 35% within the first quarter
Improved discoverability of customer care from 4+ clicks to just 1

Team of some amazing humans

Analyzing numbers from the Google Analytics

Analyzing numbers from the Google Analytics
To build realistic user stories, we looked into mailbox volumes to understand real queries raised by the customers.
Conducting focus groups
I conducted a series of focus groups to gather insights directly from users, then carefully analyzed and synthesized the discussions to identify patterns, ultimately organizing the findings into well-defined user preference categories.
Analyzing numbers from the Google Analytics
To build realistic user stories, we looked into mailbox volumes to understand real queries raised by the customers.
Conducting focus groups
I conducted a series of focus groups to gather insights directly from users, then carefully analyzed and synthesized the discussions to identify patterns, ultimately organizing the findings into well-defined user preference categories.
Analyzing numbers from the Google Analytics
To build realistic user stories, we looked into mailbox volumes to understand real queries raised by the customers.
Conducting focus groups
I conducted a series of focus groups to gather insights directly from users, then carefully analyzed and synthesized the discussions to identify patterns, ultimately organizing the findings into well-defined user preference categories.
Analyzing numbers from the Google Analytics
To build realistic user stories, we looked into mailbox volumes to understand real queries raised by the customers.
Conducting focus groups
I conducted a series of focus groups to gather insights directly from users, then carefully analyzed and synthesized the discussions to identify patterns, ultimately organizing the findings into well-defined user preference categories.