FATIMA SHABAN

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FATIMA SHABAN

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2 weeks

Customer Support

A structured support system that simplifies issue reporting.

THE PROJECT ITSELF:

Project
Overview

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

THE PROJECT ITSELF:

Project
Overview

I designed the Presto Support Ticket feature, enabling customers to report issues by selecting their problem and submitting a structured ticket instead of contacting support directly. The goal was to simplify the support experience, reduce friction, and help the support team resolve cases more efficiently.

Goal

Simplify issue reporting by guiding users to select and submit their problem quickly

Simplify issue reporting by guiding users to select and submit their problem quickly.
Improve resolution speed by structuring support requests into clear categories.
Reduce support workload by minimizing unnecessary direct contact with support agents.
Increase transparency by allowing users to track their submitted cases.

Responsibilities

Designed the support ticket flow and UI.
Defined issue categories and reporting structure.
Created user flows, wireframes, and high-fidelity designs in Figma.
Translated content from Arabic to English and vice versa.
Collaborated with product, engineering, and support teams to align the solution with real support workflows.

THE PROJECT ITSELF:

Project
Overview

met a bunch of people at the summit, but surprisingly, most weren’t in my field or even closely related to my interests — only a few were. I hadn’t planned well for the event; it was my first time attending such a large conference as a Web Summit, and I didn’t really know what to expect. Despite this, it was great to interact with individuals from various backgrounds and countries.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

How I did IT:

Design Thinking Process

Understanding user, challenging assumptions, redefining problems and creating meaningful solutions.

Research

Ideate

Problm

Design

Test

THE PROJECT ITSELF:

Project
Overview

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Problem
Overview

To better understand the problem space, I examined how users handle order issues in the current flow. This exploration helped highlight pain points for both users and the support team.

THE PROJECT ITSELF:

Project
Overview

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Research

Research
Overview

Through user research, I aimed to understand user motivations, behaviors, and pain points surrounding the feature in order to design a solution that better supports their needs.

Interviews

Within a two-day timeframe, I interviewed 4 users with previous order issues and spoke with customer support to understand their current workflow and how the feature could support it.

Navigation

Most users looked for a report option inside their order details.

Accessibility

1 user wanted clearer status updates after submitting a report.

Core Feature

100% of users preferred reporting issues directly from their order.

Mobile UX

Users preferred quick issue selections over typing messages on mobile.

Interaction

Participants expected instant feedback after completing actions.

Competitive
Analysis

By analyzing Uber Eats, DoorDash, and Talabat, I explored how users currently report and resolve order issues, uncovering key gaps and opportunities to design a more seamless support experience.

THE PROJECT ITSELF:

Project
Overview

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

THE PROJECT ITSELF:

Project
Overview

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Ideate

MInd Mapping

Understanding user, challenging assumptions, redefining problems and creating meaningful solutions.

Design

Design
Solution

The solution evolved through several iterations, from quick sketches to fully refined screens. The focus was on creating a clear, efficient flow that allows users to resolve issues independently, reducing unnecessary steps and support dependency.

Sketching

Some of the rough, and realistic iterations focused on testing flows, reducing friction, and validating ideas early.

Final Work

Final design showcasing key parts of the support flow, focusing on clarity and ease of issue reporting.

Test

Outcome

Conducted quick usability testing with employees and family members to evaluate clarity and issue reporting flows. Users completed key tasks independently, while minor confusion in categorization informed improvements in labeling and structure.

Takeways

Impact:

Improved flow clarity and issue categorization, reducing user confusion and increasing the quality of support requests.

What I learned:

2 weeks

Customer Support

Customer Support

THE PROJECT ITSELF:

Project Overview

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

THE PROJECT ITSELF:

Project Overview

Simplify issue reporting by guiding users to select and submit their problem quickly

Simplify issue reporting by guiding users to select and submit their problem quickly.

Improve resolution speed by structuring support requests into clear categories.

Reduce support workload by minimizing unnecessary direct contact with support agents.

Increase transparency by allowing users to track their submitted cases.

Designed the support ticket flow and UI.

Defined issue categories and reporting structure.

Created user flows, wireframes, and high-fidelity designs in Figma.

Collaborated with product, engineering, and support teams to align the solution with real support workflows.

THE PROJECT ITSELF:

Project Overview

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

How I did IT:

Design Thinking Process

THE PROJECT ITSELF:

Project Overview

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Problem

ProblemOverview

THE PROJECT ITSELF:

Project Overview

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Research

Research Overview

Interviews

Competitive Analysis

THE PROJECT ITSELF:

Project Overview

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

THE PROJECT ITSELF:

Project Overview

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered,

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Cinema theater apps are often overloaded with information and can be challenging to navigate. Their designs are cluttered, the seat selection process is unclear, and the checkout experience can be confusing.

Ideate

MInd Mapping

Design

DesignSolution

Sketching

Final Work

Test

Outcome

Takeways

Improved flow clarity and issue categorization, reducing user confusion and increasing the quality of support requests.

Clear structure and feedback are key to building efficient and scalable support experiences.

Next Steps

Validate improvements through additional usability testing with a broader user group.

Validate improvements through additional usability testing with a broader user group.

Enhance the system with smarter issue categorization and clearer status feedback to improve transparency.

Enhance the system with smarter issue categorization and clearer status feedback to improve transparency.

Project
Overview

Project
Overview

Project
Overview

Project
Overview

Problem
Overview

Project
Overview

Research
Overview

Competitive
Analysis

Project
Overview

Project
Overview

Design
Solution