VISA PASS
ImmigRUNt
Reimagine the Visa
Application System
- Visa Application Process System App UX Design Case Study
- A case study between China and American
- Focus on user experience
- Bring more convenience to users
PS: This UX case study aims to improve the user experience of the visa application
process and create a user-friendly mobile app. While it's not currently feasible due
to various factors, this concept may develop into a future project.
Team
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3 Designers
Role
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User research
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User experience design
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UI/ Visual design
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Usability testing
Time
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3 months
Design Objectives
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Gain a deep understanding of the challenges and requirements faced by visa applicants throughout the entire visa application process.
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Create a user-friendly application interface to streamline the visa application procedure.
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Provide better information and support to assist users in successfully completing their visa applications.
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Research and explore potential future technological solutions to enhance the efficiency of the visa application process.
How much time and effort do you need to invest in the visa application process when planning to travel, study, or visit another country for various purposes like tourist or family visits?
Now
The visa application process
Scheduling Appointments and Paying Fees
Preparing Documents and Information
Filling out Application Forms
Submitting the Application
Waiting for Processing
Possible Interviews or Additional Documents
Visa Collection
The time and effort for a visa application can range from weeks to months, contingent on visa type, requirements, process complexity, and the target country's situation.
Interviews
1
Developer
1
Product Designer
1
Immigration Lawyer
10
Students who had experience supports their family to apply for B2 visa
5
International students who applied for F1 visa before
Application flow is not clear
Too much paperwork
Language Issue
Issues Highlight
Research_Problems & Pain Points
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Complexity: The visa application process is often perceived as complex and overwhelming due to extensive documentation and various requirements.
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Insufficient Information: Inadequate guidance and information provision can lead to misunderstandings or errors in the application, causing delays or rejections.
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Lengthy Processing Times: Visa applications can have long processing times, causing frustration and uncertainty for applicants.
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Inconsistencies: Inconsistent procedures and requirements between different countries and visa types can confuse applicants.
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Technological Gaps: Outdated technology or lack of online services can hinder the efficiency and convenience of the application process.
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Accessibility: Accessibility issues may exclude individuals with disabilities from successfully completing the application process.
Goal and Ideation
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Design a Visa Application Process System App
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Focus on user experience & Bring more convenience to users
Persona
SCENARIO, Goals & Needs
Li Hua is a 55-year-old mom. She has a daughter who studies MS in the United States. She wants to visit the US for the first time to attend her daughter's graduation ceremony.
Li Hua wants to visit U.S. for her daughter’s graduation ceremony. She needs to apply for her B2 visa and get it approved on time.
GOALS
With Visa Pass, Li Hua can
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easily prepare for the documents needed for the Visa application
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get the Visa approved more efficiently
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be more confident about the application process: She will be provided with the application status, next steps, reminders and alerts regarding her visa.
PAIN POINTS
Language: Know little English/ Need to translate Chinese to English on documents
Time Limit: Urgent to participate in her daughter’s graduation ceremony in 2 months
Unfamiliar Process: First time to America, not familiar with the application process and documents.
Documents Collecting Issues:
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Collecting materials from different branches takes a lot of time
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Documents needs authorized verification (Translation requires authorization)
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Documents lost (e.g., Evidence of relationship)
Insights - Obstacles
Video - Before
Insights - Opportunities
Design Challenges
Visapass is going to reduce
Experience to visa applicants
❌ Trust Issue
❌ Complicated Process
❌ Long Timeline
✅ Secure & Private
✅ Transparent
✅ More Efficient
But build
User Flow- outline
0 Knowledge Proof & Single Source of Truth
✔️ User - One-tap solution: × Manual notary step × Translation
✔️ Government - ↓ Risk of fraud
② Information comes directly from the trusted third parties
↓ Data security and privacy issue
① Using the minimum information to verify documents
Design Process
Focus on
Homepage
Application
Visa Page
4 times on iterations
Homepage
A clear application progress bar
Assists users in instantly grasping their application progress and workflow
Application
Clear selection menu
Assisting users in quickly locating their choices
Clear processes and prompts
Inform users about the required documents to prevent omissions. The use of a green checkmark icon enhances intuitiveness and clarity.
Visa Page
1
Push notifications
2
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The homepage provides a quick access point for viewing visa information, enhancing the user experience.
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Users can visually see changes before and after the application within the app.
Electronic visas offer greater convenience and security.
3
Storyboards- After
Advantages
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The app offers clear guidance, making it easy for users to initiate the visa application process.
User-Friendliness
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Users can monitor changes before and after the visa application within the application, enhancing transparency and control.
Real-Time Tracking
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Users can swiftly submit the required documents, saving time and effort.
Efficiency
Design System
What I Learn
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Consideration of User Diversity:
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During the initial research phase, I gained a profound understanding that visa application involves a diverse user base, each with unique needs and backgrounds.
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This encompasses not only factors like age, gender, and cultural backgrounds but also accessibility requirements to ensure an inclusive experience for all users.
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User diversity is at the core of the design.
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Understanding diverse user needs, backgrounds, and accessibility requirements is crucial to delivering an outstanding user experience.
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User-Centered Design:
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User experience remains the focal point of the design process.
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From UI layout to interaction design, keeping user needs and expectations at the center is key to ensuring user satisfaction.
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Progressive Enhancement:
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We adopted a progressive enhancement approach by continuously refining the app through prototyping and user testing.
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Ongoing improvements ensure product quality while promptly responding to user feedback.
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Team Collaboration:
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The success of the project relies heavily on close collaboration within the team.
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Tight teamwork is crucial to ensuring the successful transformation of design into a tangible product.
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These lessons reinforce my UX design principles and will provide invaluable guidance in future projects to create even more exceptional and user-friendly products.