Egypt Acquisition (Web)
Customer Portal
What never changes
The portal's architecture was settled on the web, and mobile keeps all of it:
Identity is the application, not an account. No registration, no password — application number or email+mobile, verified by OTP, routed by state.
The query is a conversation, not a rejection. Tickets with generated wording (the same phrasing the customer saw in onboarding), system-fed acceptance criteria, officer detail appended — never substituted.
Resolved means the customer is done, not the bank. The status answers the only question the customer can act on: is anything waiting on me? An insufficient answer returns the same ticket to pending — one question, tracked across turns.
Two renderings of one record. The customer sees a thread; the officer sees a table. Same data, opposite densities, because one side has one application and needs a story, and the other scans dozens and needs Excel.
None of this is platform work. It is the product's spine, and it crosses unchanged.
What mobile changes
| The same need | Web | Mobile | Why it changed |
|---|---|---|---|
| Reaching an absent customer | Email + SMS — both require the customer to go somewhere | Push notifications join as a third channel | Push goes to the customer instead of waiting for them. Unfinished modules, unsubmitted applications, and staff-raised queries surface on the lock screen |
| The exception loop's last mile | Workflow → email → customer finds a browser | Workflow → push → the phone in the pocket | The loop the web built across three systems now ends on the device the customer is already holding |
| Permission | — (no permission to ask) | A designed step, placed immediately after OTP — after investment, before drift — with the reason stated | Asking on first launch invites refusal; asking after commitment earns consent. The timing is the design |
| Answering a document query | Read the email at work; find the documents later; upload from a computer | The device that receives the query answers it — camera, photos, or files, with scan-and-merge | The request, the camera, and the papers in the drawer are in the same room |
| Status checking | A place to check — the customer initiates | Ambient — the product initiates when something actually needs them | The web gave the waiting customer a window; mobile gives the bank a doorbell |
The one-line version
On the web, the conversation that used to be a phone call became a channel with a record. On mobile, that channel became ambient — it reaches the customer, and the customer answers from wherever the interruption left them.
Same spine, longer reach. That is the entire difference, and it is enough to justify the platform.
Written by the designer of both.