Featured Work 04
Visa Application Experience
The challenge
Tedious paperwork, lengthy processing times, and limiting systems meant that this immigration department needed service design to get to the core of what their clients need.
With the inevitable need to embrace digital channels, this government department wanted to design a human-centred online visa and immigration application experience.
The process
I used design research to uncover a view of the current visa application experience to help shape the future experience with people front of mind. Some of the research techniques I used included best practice reviews, contextual interviews, surveys and customer co-design workshops.
The outcome
Using a deep understanding of their clients, I helped design and visualise the ideal visa application experience. This was brought to life through service recommendations and design principles to guide future designs.