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Moataz Mustapha
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Case file · Banking

Egypt Acquisition (Web)

Egypt Acquisition — programme system mapA matrix of the Egypt Acquisition programme across six delivery phases — Discovery, Structure, Review, Exception, Portal and Close. The customer-facing band carries Onboarding Journey, Document Capture & OCR, Customer Portal & Notifications, and Account Activation. The bank-facing band carries Application Workflow, Name Screening, Exception Handling, Fulfilment & AOF, and closes on six systems live. Each plate spans the phases its system operates across, so overlapping plates show systems running concurrently.EGYPT ACQUISITIONDISCOVERYSTRUCTUREREVIEWEXCEPTIONPORTALCLOSESYSTEM A CUSTOMER-FACING//TASKONBOARDING JOURNEY//TASKDOCUMENT CAPTURE & OCR//TASKCUSTOMER PORTAL & NOTIFICATIONS//TASKACCOUNTACTIVATIONSYSTEM B BANK-FACING//TASKAPPLICATION WORKFLOW//TASKNAME SCREENING//TASKEXCEPTION HANDLING//TASKFULFILMENT &AOF//TASKSIX SYSTEMS,LIVE

Thesis

The bank already had a digital acquisition journey in the UAE and wanted the same journey in Egypt. The leadership reversed that early (Egypt needed something built for Egypt) and brought me in to do it.

What began as a language decision turned out to be an architectural one. The UAE journey closes identity verification inside the app: Emirates ID with an NFC chip, UAE Pass, liveness check, federal face recognition, trade licences verifiable against a live registry.

Egypt has none of that. Banks have no verification API for the national ID. The commercial register cannot be checked online. The Central Bank requires that original documents be sighted in person and that every qualifying partner signs in wet ink.

So the journey could not end where the UAE journey ends. Translating the screens would have produced a form that collects data and then stops.

I designed six connected systems that carry an application as far as digital can take it, then hand it to a human deliberately, with every document already captured, every check already run, and nothing left to re-key.

National ID versus Emirates ID
The difference of the Egyptian national ID and Emirates ID.
My role

Sole designer. I designed all six systems from scratch: customer onboarding, the bank-side application workflow, the customer portal, fulfilment and the account opening form, and the notification layer.

I ran the journey mapping workshop that established what actually happens when a business opens an account in Egypt. I proposed the service model where a bank officer travels to the customer with a tablet rather than the customer travelling to a branch. I proposed the customer portal as a system, and designed the architecture that connects the six.

I worked with a Product Owner, a proxy Product Owner, a Product Manager, and the compliance, governance, account opening and technical architecture teams. The engineering team and the executive stakeholders sat with me in Dubai; the Egypt business team, the Product Owner and the Customer Experience Group were in Cairo.

The map

Four chapters, two audiences. Chapters one and three face the customer. Chapters two and four face the people inside the bank: the journeys most portfolios never show.

1 · Onboarding journey: identity, documents and account opening, as the customer experiences it.

2 · Application workflow: the maker–checker review, name screening, and the decision, as the bank experiences it.

3 · Customer portal and notifications: what the customer sees while waiting, and what reaches them when they are not looking.

4 · Fulfilment and AOF: closing the account, original documents sighted, signatories captured, wet signatures collected.

Sibling case file: [Neobiz Mobile — Egypt]: the same regulated journey rebuilt natively for one hand, poor light and an unreliable connection.

The Journey Containers Image

Results

  • ~15 minutes to complete an applicationAchievedMeasured across ten prototype-testing sessions and documented: prototype evidence, not production telemetry
  • 24 hours – 3 days to an active accountNot measurableThe service level agreed with the business, made possible because no data is re-keyed: an agreed target, not yet measured against a commercial launch
  • 1,500+ new SME accounts in year oneNot measurableA declared business target. Egypt is in controlled release; there has been no commercial launch, so nothing exists yet to measure it against
Results table

Three ways in

  1. Chapter 01Onboarding JourneyTake a business account application from a first-time visitor to a submitted, verified, machine-readable file — without a bank officer sitting beside the customer, and without anyone re-typing a single field afterwards.
  2. Chapter 02Application WorkflowGive the people inside the bank one place to review, screen, question, and decide on an application — so that the twenty-four-hours-to-three-days promise made on the customer's side is something the bank can actually keep.
  3. Chapter 03Customer Portal & NotificationsGive the customer somewhere to be while the bank works — and give the bank a way to ask a question without picking up the phone.
  4. Chapter 04Fulfilment & AOFClose the account. Sight the original documents, collect a wet signature from every qualifying owner, and turn an approved application into a working account — at the customer's premises, on a tablet.
Onboarding JourneyRead start to finish
OnboardingCustomer PortalAccessibility — Bilingual, RTL & Regulatory Comprehension

Sibling case files

the same regulated journey rebuilt natively for one hand, poor light and an unreliable connection.