UI / UX Design
Bank Muscat Queue Management
Your place in line, without the line — book a service token before you arrive, track your real-time position and wait time from anywhere, and walk into the branch exactly when it's your turn.
Year :
2024
Industry :
Banking
Tools :
Figma
Project Duration :
3 Days
Overview :
A mobile queue management app for Bank Muscat that lets customers book a service token before arriving at a branch, track their position in real time, and manage their visit end-to-end — replacing the traditional "take a paper ticket and wait" experience with a digital one.
Problem :
Bank branches still rely on in-person queuing — customers show up, take a physical ticket, and wait with no visibility into how long it'll actually take. Existing and non-account-holding customers also have very different service needs, but most queue systems treat everyone the same, creating friction for both groups.
Solution :
The app splits the experience into two tailored flows from login onward: existing Bank Muscat customers get full access to Teller, Customer, and Express services, while non-customers see a lighter, appointment-focused version. After choosing a service, users get a live token with real-time position, estimated wait time, and number of people ahead — plus the ability to cancel or reschedule without needing to be physically present until it's actually their turn
Target Users:
Bank Muscat account holders managing routine banking (deposits, withdrawals, card services, loans) and non-account holders needing specific in-branch services like account opening or enquiries — both wanting to avoid physical waiting.
Key screens:
Design Decisions:
Two flows from one login screen — rather than building a single generic flow, BM and Non-BM customers are routed differently immediately after login, matching how the bank actually segments service access.
Live Token as the hero screen — token number, current serving number, estimated time, and queue count all surfaced on one card, since this is the single screen a user checks most obsessively while waiting.
Cancel Booking kept visible, not buried in a menu — reduces anxiety for users who change plans, and reduces no-show friction for the bank.
History included as a lightweight list, not a separate heavy screen, so it doesn't compete with the primary booking flow.
Challenges:
Designing two parallel flows without duplicating effort — BM and Non-BM menus needed to share a visual system while genuinely differing in available services, which required careful componentization.
Balancing information density on the Live Token screen — token number, timing, queue count, and history all need to be scannable at a glance, especially for users checking the app repeatedly while waiting.
OTP and login flow needed to feel secure without feeling slow — banking apps require trust-building friction (OTP, verification) that most consumer apps can skip, so pacing that without frustrating users took iteration.
Learnings:
Designing for two audiences inside one product reinforced how much "one flow fits all" thinking breaks down in real institutional settings — a bank customer and a walk-in visitor have genuinely different needs, and pretending otherwise creates friction for both. It also sharpened how I think about anxiety-driven interfaces: a queue app succeeds or fails based on how well it reduces uncertainty in the wait, not just how it looks.
More Projects
UI / UX Design
Bank Muscat Queue Management
Your place in line, without the line — book a service token before you arrive, track your real-time position and wait time from anywhere, and walk into the branch exactly when it's your turn.
Year :
2024
Industry :
Banking
Tools :
Figma
Project Duration :
3 Days
Overview :
A mobile queue management app for Bank Muscat that lets customers book a service token before arriving at a branch, track their position in real time, and manage their visit end-to-end — replacing the traditional "take a paper ticket and wait" experience with a digital one.
Problem :
Bank branches still rely on in-person queuing — customers show up, take a physical ticket, and wait with no visibility into how long it'll actually take. Existing and non-account-holding customers also have very different service needs, but most queue systems treat everyone the same, creating friction for both groups.
Solution :
The app splits the experience into two tailored flows from login onward: existing Bank Muscat customers get full access to Teller, Customer, and Express services, while non-customers see a lighter, appointment-focused version. After choosing a service, users get a live token with real-time position, estimated wait time, and number of people ahead — plus the ability to cancel or reschedule without needing to be physically present until it's actually their turn
Target Users:
Bank Muscat account holders managing routine banking (deposits, withdrawals, card services, loans) and non-account holders needing specific in-branch services like account opening or enquiries — both wanting to avoid physical waiting.
Key screens:
Design Decisions:
Two flows from one login screen — rather than building a single generic flow, BM and Non-BM customers are routed differently immediately after login, matching how the bank actually segments service access.
Live Token as the hero screen — token number, current serving number, estimated time, and queue count all surfaced on one card, since this is the single screen a user checks most obsessively while waiting.
Cancel Booking kept visible, not buried in a menu — reduces anxiety for users who change plans, and reduces no-show friction for the bank.
History included as a lightweight list, not a separate heavy screen, so it doesn't compete with the primary booking flow.
Challenges:
Designing two parallel flows without duplicating effort — BM and Non-BM menus needed to share a visual system while genuinely differing in available services, which required careful componentization.
Balancing information density on the Live Token screen — token number, timing, queue count, and history all need to be scannable at a glance, especially for users checking the app repeatedly while waiting.
OTP and login flow needed to feel secure without feeling slow — banking apps require trust-building friction (OTP, verification) that most consumer apps can skip, so pacing that without frustrating users took iteration.
Learnings:
Designing for two audiences inside one product reinforced how much "one flow fits all" thinking breaks down in real institutional settings — a bank customer and a walk-in visitor have genuinely different needs, and pretending otherwise creates friction for both. It also sharpened how I think about anxiety-driven interfaces: a queue app succeeds or fails based on how well it reduces uncertainty in the wait, not just how it looks.
More Projects
UI / UX Design
Bank Muscat Queue Management
Your place in line, without the line — book a service token before you arrive, track your real-time position and wait time from anywhere, and walk into the branch exactly when it's your turn.
Year :
2024
Industry :
Banking
Tools :
Figma
Project Duration :
3 Days
Overview :
A mobile queue management app for Bank Muscat that lets customers book a service token before arriving at a branch, track their position in real time, and manage their visit end-to-end — replacing the traditional "take a paper ticket and wait" experience with a digital one.
Problem :
Bank branches still rely on in-person queuing — customers show up, take a physical ticket, and wait with no visibility into how long it'll actually take. Existing and non-account-holding customers also have very different service needs, but most queue systems treat everyone the same, creating friction for both groups.
Solution :
The app splits the experience into two tailored flows from login onward: existing Bank Muscat customers get full access to Teller, Customer, and Express services, while non-customers see a lighter, appointment-focused version. After choosing a service, users get a live token with real-time position, estimated wait time, and number of people ahead — plus the ability to cancel or reschedule without needing to be physically present until it's actually their turn
Target Users:
Bank Muscat account holders managing routine banking (deposits, withdrawals, card services, loans) and non-account holders needing specific in-branch services like account opening or enquiries — both wanting to avoid physical waiting.
Key screens:
Design Decisions:
Two flows from one login screen — rather than building a single generic flow, BM and Non-BM customers are routed differently immediately after login, matching how the bank actually segments service access.
Live Token as the hero screen — token number, current serving number, estimated time, and queue count all surfaced on one card, since this is the single screen a user checks most obsessively while waiting.
Cancel Booking kept visible, not buried in a menu — reduces anxiety for users who change plans, and reduces no-show friction for the bank.
History included as a lightweight list, not a separate heavy screen, so it doesn't compete with the primary booking flow.
Challenges:
Designing two parallel flows without duplicating effort — BM and Non-BM menus needed to share a visual system while genuinely differing in available services, which required careful componentization.
Balancing information density on the Live Token screen — token number, timing, queue count, and history all need to be scannable at a glance, especially for users checking the app repeatedly while waiting.
OTP and login flow needed to feel secure without feeling slow — banking apps require trust-building friction (OTP, verification) that most consumer apps can skip, so pacing that without frustrating users took iteration.
Learnings:
Designing for two audiences inside one product reinforced how much "one flow fits all" thinking breaks down in real institutional settings — a bank customer and a walk-in visitor have genuinely different needs, and pretending otherwise creates friction for both. It also sharpened how I think about anxiety-driven interfaces: a queue app succeeds or fails based on how well it reduces uncertainty in the wait, not just how it looks.