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Summary: Our design team sought to better understand how people experience US Immigration’s visa application process, and to better understand the current USCIS service system itself. We conducted user interviews, created personas, and mapped data points of their experiences. We discovered pain points and designed solutions to improve the immigration application process.
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ResearchMy role on the team included: conducting interviews with US citizenship applicants, maintaining research database, data analysis, finding common customer pain points, creating journey maps and data-based persona archetypes.
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ProblemFor many people, the complexities, demands and uncertainties surrounding USCIS tend to cloud and negatively impact the experience of applying for and gaining legal visa status as visitors or immigrants to the United States of America. This undermines confidence in the system.
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SolutionDesigned a status tracker in the USCIS website enabling status updates and transparency, so the applicant can check back frequently to know where they stand in the process.
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