Take the customer portal that already worked on the web and put it inside the mobile app — so applying and tracking happen in the same place.

What never changes

Customer portal and the application tracking are two features in one app.

Application tracking dashboard showing a four-stage status list with the application under review, and a withdraw link at the foot of the screen — Four stages, and one of them lit. Everything the customer came back to find out is on the first screen, and the way out is at the bottom of the same one.

An exception is structured: an answerable question rather than a blind rejection. The customer watches the application move through its stages, and sees which queries are pending and which have been submitted. Upload a memorandum of association. Respond to a buyer declaration. Replace a file that came back unclear.

Exception detail screen headed "Memorandum of Association (MoA) copy is not clear", with upload guidance, a document upload area capped at 5MB, and a free-text field for a written response — The question, and both ways of answering it — a document, or a sentence. The heading says what is wrong with the file, not that the application failed.

Withdrawal is here too, with its reasons, its confirmation, and a way back in afterwards.

Withdrawal screen offering three reasons — not interested, incorrect details and will re-apply, or other — with the withdraw action disabled until one is chosen and "Continue application" as the primary button — Leaving, asked about. Three reasons, a withdraw button that stays inert until one is picked, and a larger button still offering to carry on.

What the mobile app changes

Three things, and they are all the mobile app.

It stopped being a separate destination. On the web the portal is its own system, a separate product with its own address. On mobile it sits inside the account-opening app, and the welcome screen has three doors: open an account, sign in, or resume and track an application already started. The customer comes back to the place they applied.

Welcome screen of the Mashreq BIZ mobile app with three actions: open account, sign in, and resume or track your application — Three doors on the first screen, and the third is both — resuming an unfinished application and tracking a submitted one are the same way in.

The notification replaced the email. On the web an open exception waits in an inbox for someone to notice it. On mobile it arrives.

And the camera replaced the scanner. An exception that asks for a document used to mean finding a scanner, or a file already sitting on a machine. Here it means opening the mobile app and capturing the paper.

The one-line version

The product is the same. It stopped waiting for the customer to come and look.

That is the whole difference, and it is a small one. The portal was moved, and moving it well meant knowing which three things the mobile app changes and leaving the rest alone.