Objectives of the Mobile App

• Digital Transformation: Align with Mashreq’s “digital-first” strategy.
• Customer Experience: Provide a seamless, intuitive, and secure banking experience.
• Operational Efficiency: Reduce branch visits by digitizing services.
• Market Differentiation: Compete with neo-banks and digital-first challengers.

Key Features Developed

• Account Management: Open new accounts digitally within minutes.
• AI-Powered Chatbot: Real-time support using AI & NLP.
• Bill Payments & Transfers: Quick transfers, international remittance, utility payments.
• Personal Finance Management: Spending insights, budget tracking, goal setting.
• Biometric Login: Face ID & fingerprint authentication.
• Custom Dashboard: Personalizable interface based on user behavior.
• Investment & Loan Services: Apply for personal loans, credit cards, and invest directly from the app.

Tech Stack

Layer	Technologies Used
Frontend	Flutter (for cross-platform iOS & Android)
Backend	Node.js, Java (Spring Boot)
APIs	RESTful APIs, Open Banking APIs
Authentication	OAuth 2.0, Biometric SDKs
DevOps & Hosting	AWS, Azure, Docker, Kubernetes
Analytics	Firebase, Google Analytics, Mixpanel
AI Chatbot	Microsoft Bot Framework, Dialog Flow

Results & Impact

• User Base Growth: 50% increase in mobile users within 1 year.
• NPS Score: Improved by 40 points due to enhanced UX/UI.
• Operational Efficiency: 60% reduction in branch service traffic.
• Time to Market: Reduced feature deployment cycle by 30% using CI/CD.

Challenges Faced

• Legacy System Integration: Seamless interaction with older core banking systems.
• Security Compliance: Adherence to Central Bank regulations, GDPR.
• User Adoption: Educating traditional users to adopt digital banking.
• Multilingual Support: Delivering consistent experience in English & Arabic.

Conclusion

Mashreq’s mobile app showcases how a traditional bank can lead in digital innovation. By focusing on user needs, modern design, and smart technology, the app transformed everyday banking into a seamless, digital-first experience. It improved customer engagement, reduced branch traffic, and positioned Mashreq as a forward-thinking leader in the region’s financial sector.