It started with a customer stranded at the airport, cards failing, unable to reach the bank. The help he needed existed, it was just buried four clicks deep. I redesigned Mashreq's customer-care experience so urgent help is the first thing you find, not the last.

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Fewer support-related phone calls within the first quarter after launch.

Deflection

4+ → 1

Clicks to reach customer care, surfaced from deep in the site to the home screen.

Discoverability

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Less design-to-development time by building the component library alongside the design.

Velocity

The shipped Customer Care landing — urgent help on the first screen, search-led instead of buried four clicks deep.

Role Sr. UX / UI Designer — website squad Team 12 people — product, architect, Azure dev, dev lead, frontend, agile coach, me on design Timeline Dec 2022 – Mar 2023 · Mashreq Bank, Dubai Tools Figma · Google Analytics · mailbox analytics

Redesigned Mashreq's self-service and customer-care experience across web and mobile — analytics, research, IA, self-service flows, UI, and a component library.

35% fewer support calls in the first quarter, customer care surfaced from 4+ clicks to 1, and 42% less design-to-development time.

Urgent, high-stakes moments where retail and corporate customers in distress have low patience.

The Customer Care page I designed and shipped at Mashreq — rebuilt here so you can actually use it.

↓ interactive type a problem in the search, or tap a card

mashreq.com/en/uae/customer-care ↗ live · click anything

A customer stranded at the airport, cards failing, couldn't reach the bank. The help existed, it was just buried deep in the site, impossible to find in the moment that mattered. That one complaint triggered a full rethink of customer care across web and mobile.