Streamlined passport extension process
for enhanced efficiency and ease of use
Team
3 Freelance Designers (Our little
tiny design agency)
tiny design agency)
Role
Product Designer +
Product Manager
Timeline
January 2024 - Present
Tools
Figma, Miro, Trello
Disclaimer
Work is under NDA
But First... | What is Consulate General of Indonesia in Vancouver?
The Consulate General of Indonesia in Vancouver is an official diplomatic mission of the Indonesian government, located in Vancouver, Canada. Its primary role is to provide consular services to Indonesian citizens in British Columbia, Alberta, Yukon, and the Northwest Territories. These services include issuing visas, handling passport renewals, and assisting with legal matters. It also works to promote Indonesia’s culture, trade, and tourism in the region, while fostering bilateral relations between Indonesia and Canada.
OVERVIEW | My experience at Indonesian Consulate in Vancouver
Passport extensions can be frustrating, especially when you're outside your home country. The Indonesian Consulate aims to make the process smoother both internally and externally.
So... What have I done for the Indonesian Consulate?
Project management
I was the main point of contact between our design agency and the client, managing and prioritizing tasks to ensure project effectiveness and on-time progression.
Client presentation
I presented our design concepts and progress updates to the client, ensuring clear communication and alignment with their vision.
Elevated brand guidelines
I elevated the brand guidelines, not through a complete rebrand, but by refining components and creating a seamless and clean interface through meticulous layout design.
Strategic platform utilization
I'm not just building and launching a website; I'm also analyzing communication touchpoints across platforms to ensure a trusted and secure user experience
The passport extension web page significantly improves the user experience by streamlining the entire process, from submission to internal processing and back. By optimizing internal workflows and enhancing the visual design based on user feedback, users benefit from faster, more efficient services.
This leads to reduced wait times, clearer navigation, and a smoother overall experience, impacting over 1.2 million users annually. The improved workflow has also boosted efficiency by 40%–60%, making the process more reliable and user-friendly.
This leads to reduced wait times, clearer navigation, and a smoother overall experience, impacting over 1.2 million users annually. The improved workflow has also boosted efficiency by 40%–60%, making the process more reliable and user-friendly.
PROJECT 1 (On-going) | Design library and design system
Before and after: Journey mapping
We figured out what works and what doesn’t by analyzing our current process. By understanding the users’ pain points, we were able to improve their journey, making it smooth and seamless.
Technology constraints
As part of the Indonesian Government Organization, their website and system are hosted directly from Indonesia and control all consulate websites worldwide. Since every consulate has identical pages and can't host additional ones, we decided to get another domain that links to their website.
Elevated brand guidelines: Prioritizing security and user experience
When the client recognized the outdated nature of their official website and its inability to be modified, they requested a modern, appealing interface for enhanced user experience. Instead of introducing new brand guidelines, we chose to enhance the brand through meticulous layout design, prioritizing user trust and familiarity, crucial for handling sensitive information. Through this elevated brand approach, users can still identify with the branding and feel confident in uploading their data.
Enhancing engagement through strategic platform utilization
Leveraging other platforms involves thoroughly analyzing user journeys and engagement patterns across multiple channels. To underscore this strategy, we actively employ email newsletters and provide direct links from both the official Indonesian consulate website and the passport extension website, ensuring seamless accessibility and engagement for our users.
Passport Extension Web-Page
To maintain accuracy and prevent misunderstandings when dealing with official documents, we've restricted access to desktop-only, ensuring users interact with the content in a controlled environment.
Hand-off: Sharing Awareness
A crucial part of the design process is handing off to clients, where we conduct demos to ensure they understand how to use the new system and to guarantee its sustainability for both internal and external use.
Want to learn more about the projects I worked on?
Schedule a talk with me at feliciasugiartaa@gmail.com to talk more in depth on how I improved the passport extension flow internally and externally while seamlessly managing a project with a group of developers, designers, and government employees.