Housing & Development Bank (HDB), Egypt

Project Overview:
I was contracted on a freelance basis by the Housing & Development Bank in Egypt to design a secure, private web portal exclusively for their Customer Service department. The goal was to create a centralized platform that combines two essential types of information into one easy-to-use interface, helping employees handle customer inquiries more efficiently and professionally.

The Challenge:
The main challenge was designing an intuitive interface that provides quick access to two different types of content—a Knowledge Base and Call Scenarios—while strictly following the bank's visual identity and meeting the high standards of the banking sector in Egypt.

My Role & Responsibilities:

1. Discovery & Analysis:

   • Collaborated with the Customer Service team and bank management to understand their daily workflow and identify key information needs.

   • Analyzed how employees currently accessed information to design a better, more efficient solution.

2. UI/UX Design:

   • Created wireframes and interactive prototypes to map out the user journey and test the layout before finalizing the design.

   • Designed a clean, user-friendly interface that makes it easy for employees to navigate between different sections.

   • Ensured full alignment with HDB's brand identity by incorporating their official colors, typography, and visual elements throughout the design.

3. Portal Structure & Content Organization:

   • Secure Access: Designed a simple and secure login screen to ensure that only authorized bank employees can access the portal.

   • Knowledge Base: Organized a comprehensive digital library containing bank policies, procedures, product information, and frequently asked questions. The design focuses on easy browsing and quick access to information.

   • Call Scenarios Module: Designed an interactive section that provides customer service representatives with step-by-step call guides. Employees can select the type of call they are handling (e.g., general inquiry, loan request, technical issue), and the system presents the appropriate script to guide them through the entire conversation—from greeting to resolution.

Outcome & Impact:
The project was successfully delivered and well-received by the bank. The new portal has made a real difference in the Customer Service department:

• Faster Access to Information: Employees can now find what they need in seconds, reducing call handling time.

• Consistent Customer Experience: The call scenarios ensure that all customers receive the same high-quality service, regardless of which employee they speak to.

• Increased Employee Confidence: Staff, especially new hires, feel more supported and confident during calls, knowing they have a reliable guide at their fingertips.

• Positive Feedback: Received excellent feedback from both bank management and end-users for the design's clarity, ease of use, and practicality.

Project Status:

Work In Progress (WIP) - Actively being developed and refined for Housing & Development Bank, Egypt.