I designed a mobile app solution with a flexible application process to help applicants choose the most suitable interview option, accelerating their application process and increasing TTP accessibility for more people.
Duration
4 months | 2024 | Contract
My Role
UX Designer and UX Research Lead
Tools
Figma, Chat GPT4, Adobe Illustrator
Teams
SCADpro Design Studio
4 UX Researchers | 1 Project Manager | 6 UX Designers
Deloitte
3 Account managers | 1 Product Manager | 1 UX designer
TTP's Product
An enrollment solution to enhancing in-port processing and arrival experiences to reduce wait times and improve applicant satisfaction.
Global Entry expedites international travel by providing fast-tracked customs clearance and TSA PreCheck benefits, reducing wait times and enhancing the arrival experience.
Key issue from the Deloitte team
Many first-time applicants, unfamiliar with international travel, struggle to navigate the complex enrollment process, while limited interview availability leaves them frustrated.
My Role
I am primarily responsible for synthesizing research insights and user pain points into strategic, user-friendly solutions that enhance clarity and usability.
In other areas of the design process, I drove key decisions by analyzing user behaviors and stakeholder feedback, translating complex requirements into intuitive workflows. By optimizing the user journey, I ensured a seamless experience that helps users get started effortlessly while enhancing efficiency.
Design Highlights
Ensure the accuracy of your application with our flexible dropdown menu. With 9 sections to complete, you can easily navigate between sections to review, edit, or confirm your information, making the process smooth, efficient, and stress-free.
Our research-driven integrated scan and auto-fill technology simplifies information collection for both users and officers. It ensures accurate data entry for key documents like passports, while intuitive fingerprint verification enhances efficiency and creates a hassle-free experience.
EoA ensures you have a smooth, efficient entry process by scanning your ticket, confirming your airport, and providing a quick QR code for hassle-free access.
Product Cycle
Research Insights
TTP applicants face challenges in accessing clear information, navigating the application process, and scheduling interviews. Many find the process confusing and time-consuming, leading to frustration and delays in completing their enrollment.
TTP Field Offices and Enrollment Centers face a surge in demand, causing interview slot shortages and backlogs due to limited resources and staffing.
Many first-time travelers struggle to navigate the process and select suitable interview methods, leading to further delays and frustration for both applicants and officers.
Application Iterations
We recognized that the TTP application process lacked sufficient guidance and flexibility, making it difficult for users to navigate and prepare their materials confidently.
After reviewing user feedback and discussions with the Deloitte team, we realized our initial design focused on restructuring information collection. However, client feedback clarified that we couldn’t modify the application process itself.
As a result, we simplified navigation and introduced flexible information collection methods to enhance the user experience while preserving the original process and content.
Through our primary research with both potential and current users, we identified that the presentation of information and the flexibility to navigate between sections are critical for a smoother application experience. Users emphasized the need for easy access to different parts of the form to review, edit, and confirm details
1st Iteration
We introduced a progress indicator to help users track their application status. A dropdown feature was implemented to allow users to easily navigate between sections, review previously entered information, and make necessary edits.
2nd Iteration
We introduced a dropdown list displaying all form sections, with completed sections turning green to indicate progress and a summary of inputs shown for quick review and confirmation.
Final Iteration
We incorporated icons for clearer section visualization and status indicators to help users track progress. After completing all sections, users can review a summary and confirm inputs via a pop-up to finalize submission.
Our research identified manual data entry as a major pain point, especially for key documents like passports. To streamline the process, we integrated scan technology for automatic data extraction and Telos Onyx fingerprint scanning, allowing applicants to submit fingerprints via their devices. This expedites interviews, reduces manual processing for officers, and improves overall efficiency.
1st Iteration
The circular progress bar visually guides users on how long to hold their finger for a successful scan. As it fills, users receive real-time feedback, ensuring proper positioning and improving fingerprint capture accuracy.
2nd Iteration
We introduced a dropdown list displaying all form sections, with completed sections turning green to indicate progress and a summary of inputs shown for quick review and confirmation.
Final Iteration
We incorporated icons for clearer section visualization and status indicators to help users track progress. After completing all sections, users can review a summary and confirm inputs via a pop-up to finalize submission.
We streamlined the interview selection process by guiding users to choose between Enrollment Center (EC) interviews and Enrollment on Arrival (EoA) based on their travel plans. By simplifying the process, users can choose the option that best suits their travel plans. Promoting EoA for eligible travelers reduces EC interview backlogs, expediting processing, improving the customer experience, and increasing enrollment rates, making Global Entry more accessible to key audiences.
1st Iteration
We added an introductory page to guide users in selecting the most suitable interview method. This helped streamline the decision-making process, directing users to the right location based on their needs.
2nd Iteration
We streamlined interview options to encourage more eligible users to choose EoA, reducing EC backlogs. A new EoA registration flow was introduced for a smoother process. Additionally, we conducted A/B testing to refine the EC appointment flow.
Final Iteration
Users now select their location first for both EC and EoA. For EC, choose the nearest center, select a date and time, and receive a QR code confirmation. For EoA, scan or enter flight details, confirm the airport, and get a QR code for walk-in. Connecting flight? Your QR code grants fast-lane priority for quicker processing.
AI Technology Enhance
Our goal was to improve information accessibility and ensuring users‘ confidence in the application process. We discovered that an AI chatbot is the most effective solution, as it simulates real assistance by answering questions, providing resources, and guiding users through the process.
We used Botpress, an AI agent platform, to build our chatbot, launching both mobile and web versions for better user support. On mobile, we introduced chips with preset questions to minimize typing.
Design System
Font: We used the Inter font for its readability and flexibility. A relatively larger size is chosen to accommodate all age groups.
Icons: Material UI's rounded icons were chosen for their seamless integration with Figma. To enhance the visual experience, additional custom icons were designed for specific use cases.
Colors: Our primary color remains consistent with TTP's branding to maintain visual alignment. Colors were designed to align with common associations, enhancing user comprehension.
Buttons: Designed in three sizes to ensure adaptability across various devices and maintain a clear hierarchy. Different components were designed for Default & Disabled, with Primary & Secondary styles.
Takeaways
To ensure a smooth workflow, team communication is essential, and frequent check-ins with clients play a crucial role. While clients may want everything, prioritization is key given our 3–4 month constraint. Aligning expectations early helps us focus on the most impactful solutions, balancing feasibility and client needs effectively.
