Embracing Travel Excitement, Not Frustration
Timeline
July 2024
Tools
Figma
Outcome
Redesign Appoitment
Role
UI/UX Designer
This redesign is intended to make the passport application process easier.
The m-Paspor Indonesia app is a mobile application developed by the Directorate General of Immigration of the Republic of Indonesia to simplify the process of obtaining passports for the public. It includes several features and functions, such as online registration, status tracking, appointment scheduling, passport information, reminders, and consultation services.
The most commonly used feature of the m-Paspor Indonesia app is typically the online registration feature. This allows users to conveniently apply for their passports from their smartphones without needing to visit immigration offices in person. Other frequently used features include status tracking to monitor application progress and appointment scheduling to secure time slots for interviews and biometric data collection, helping to streamline the overall process.
I have previously applied for a passport through m-paspor, which is an effective way to secure a slot or reservation for the application date at the immigration office. The application process begins with registering personal data, followed by a series of steps consisting of eight stages. Given the high number of people wanting to apply for a passport, immigration offices often experience full schedules. Therefore, the use of m-paspor should be seen as a practical solution that can simplify and expedite the application process, making the experience more efficient for all parties involved.
problem
Complex Location Selection
There are too many steps required to select a location.
Inability to Save Choices
Location choices cannot be saved, forcing users to start from the initial stage if they want to select a new location
Search Feature Issues
The location search feature does not function properly.
Ineffective Office List Features:
Users should be able to see multiple options when many offices are fully booked.
The current feature does not differentiate between offices that have been viewed and those that have not.
Other applications use indicators like photos or images, which could enhance usability.
The office list should have markers or sections indicating previously viewed offices.
Inefficiency in Repeated Actions
Selecting available offices again involves many steps and repetitive actions, which is inefficient.
Goal
Streamline the Location Selection Process
Reduce the overall number of steps required to select a location, minimizing repetitive actions and making the process more user-friendly and efficient.
Implement Location Saving Feature
Enable users to save their location choices, allowing for a smoother experience when selecting a new location without having to start over from the initial stage.
Enhance Location Search Functionality
Ensure that the location search feature works effectively, providing accurate results for users.
Improve Office List Features
Add features to the office list that clearly differentiate between offices that have been viewed and those that have not. This can include indicators, such as images or markers, to enhance user navigation.
[User Flow Optimization]
The issue is that visit dates are often fully booked, requiring users to select other locations with more available slots. This process involves multiple steps, as users must return from stage 7 to stage 1. The current system skips stages 2-4 in such cases, allowing the assumption that once the documents are completed correctly, it won't disrupt the technical application process. This can create confusion and stress for users as they navigate through the stages.
To address these challenges, moving stage 1 to stage 5 and establishing closer connections with relevant stages could significantly reduce user stress. It would be easier if selecting the location, type of passport, and confirmation were in closer stages. This way, users can easily use the back button to return without feeling overwhelmed by the need to start over from the beginning.
[Wireframe]
Requirement
To make the idea work, here’s what needs to be done:
The default current location will be automatically filled in because the application initially requests permission to access the location.
The immigration office tab will be divided into nearby offices, all offices, and those that have already been viewed. There will also be a notification indicating which offices have been viewed, helping users see and continue their search without repetition.
The address and selected office will be displayed to reassure users about their chosen office, allowing for quick selection.
The options for the type of passport will include the associated application fees.
The date will be presented as a modal, and the CTA will display the selected date for confirmation.
The confirmation screen will contain a summary of the data previously filled out, which can still be edited.
The CTAs on the confirmation screen will consist of "Done" if the user finalizes the application and "Home," so this form will be saved as a draft
