FATIMA SHABAN

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FATIMA SHABAN

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2 weeks

Customer Support

A pitch deck created to present Presto to potential investors.

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.

User Needs

Opportunity

Problm

Design Solution

Research

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.

Design System

A realistic preview of part of the design system. The color palette was structured following the Material 3 color system, ensuring consistent hierarchy, accessibility, and adaptability across light and dark modes.

Authentication

A glimpse of the main flow

✨

Connect to Content

Add layers or components to infinitely loop on your page.

✨

Connect to Content

Add layers or components to infinitely loop on your page.

THE PROJECT SCHEMATICALLY:

Outcome

Through strategic research, competitive analysis, and narrative refinement, the final pitch deck clearly communicates Presto’s market opportunity, scalability, and regional advantage. The presentation delivers a confident, investor-focused story aligned with venture capital expectations.

Impact:

Elevated Presto’s investor positioning and supported meaningful conversations at Web Summit.

What I learned:

Understanding the kinds of investors and how they evaluate startups fundamentally changes how you design. Clear storytelling, strong metrics, and confident positioning are just as important as visual design in fundraising.

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

Design System

Authentication

THE PROJECT SCHEMATICALLY:

Outcome

Elevated Presto’s investor positioning and supported meaningful conversations at Web Summit.

Understanding the kinds of investors and how they evaluate startups fundamentally changes how you design. Clear storytelling, strong metrics, and confident positioning are just as important as visual design in fundraising.

Takeways

Project
Overview

Project
Overview

Project
Overview

Project
Overview

Problem
Overview

Project
Overview

Research
Overview