Creating a seamless visa application process
Building a visa application management system and improving the application experience.
Role
User Research, UI/UX Design, Graphic Design
Tools
Figma and Figjam
Timeline
3 weeks
About the project
My Dream Visa is an online immigration service provider to help applicants fill in, manage, and organize their Green card applications.
We created a Visa Application Management web app that focuses on processing Marriage visas at the moment.
Challenge
Green card applicants find it difficult:
To fill out the forms because they do not understand some of the terms which require them to ask customer support.
To process their application faster due to reliance on customer support.
Research: Competitive Analysis
I discussed with the CEO the comparison of features, pros, and cons of each competitor (Boundless, Simple Citizen, Citizen Path, Green Card Hero). I’ve summarized the key features and services offered by all competitors to assist the CEO in determining My Dream Visa's unique selling proposition (USP).
Research: Pain points
We analyzed negative TrustPilot reviews of Boundless to identify key pain points:
Users feel confused by inconsistent answers from customer support when filling out forms.
Long wait times and lack of transparency in the review process cause frustration.
Defining the problem
Users need access to quicker information while filling up the forms or doing other tasks to complete their application.
Users need to have transparency of the process and minimize time, communication, and support, to avoid frustration that users experience when their applications are being reviewed.
Primary Goal
PROVIDE IMMEDIATE ACCESS TO INFORMATION
To complete their own application faster, avoiding errors and getting stuck.
Secondary Goal
PROVIDE PROGRESS STEP FEATURES
To fill in, track, review and manage their application in their own pace.
Ideation for Primary Goal
PROVIDE IMMEDIATE ACCESS TO INFORMATION
CREATING AN FAQ/INFORMATION PANEL:
We researched ways to provide information faster when filling out forms and implemented them in our web app.
Ideation for Secondary Goal
PROVIDE PROGRESS STEP FEATURES
CREATING PROGRESS STEPS:
PROGRESS SIDE NAVIGATION AND PROGRESS BAR ON SUB-SECTIONS
We researched some common practices and designs of step-by-step layouts and behavior and came up with these designs to help user organize their application through the necessary steps and requirements.
The Final Design
Design Impact
MY DREAM VISA WANTED TO MINIMIZE THE TIME AND EFFORT WHEN REVIEWING FORMS AND PROVIDING SUPPORT FOR USERS
The FAQ panel can save users time and effort by providing them with answers to their questions in minutes, instead of having to wait 12 hours or less for a response from customer support via email. My Dream Visa web app will also offer live chat support for users with more complex cases or concerns.
Additionally, My Dream Visa's progress side navigation and progress bar will help users complete their applications faster and keep track of all the requirements easier.
Result & key learnings
MY DREAM VISA IS YET TO BE LAUNCHED
I worked with My Dream Visa on a 3-month contract to plan, design, and build the web app from scratch alongside the CEO, Marketing, and Engineering. It was a fulfilling experience that strengthened my strategic thinking, attention to detail, and ability to simplify complex systems through thoughtful information architecture.