Led Product Team to digitalizing the passport extension system.
Consulate General of Indonesia
12 months
Figma, Microsoft Office
Designed a centralized dashboard that seamlessly integrates Microsoft’s productivity tools, offering users a clear, comprehensive view of everything they need in one place.
Background
About Consulate General of Indonesia
I’ve seen firsthand how the Consulate General of Indonesia serves as a bridge for the Indonesian community abroad. But as its responsibilities expand, so does the complexity of its services. This project reimagines the consulate’s digital experience—streamlining information, reducing friction, and making essential services more accessible for Indonesians worldwide.
What is the problem?
The manual passport extension process at the Consulate General of Indonesia in Canada faced significant feedback due to inefficiencies and long wait times. The challenge was to design a seamless digital system that simplified the process for over 50,000 cutomers across diverse demographics and needs.
Outcome
Impact
02 Enhanced Productivity → A single, unified space reduces friction and improves focus.
03 Better Work-Life Balance → Organizing everything in one place allows users to manage both work and personal tasks effortlessly.
Realization #1
Sending important documents through email never felt secure. Personal information was scattered across threads, with no way to track where things stood.
Realization #2
Every step required endless back-and-forth. Payments, appointments, confirmations—it was all done through long email chains that made the process feel slow and inefficient.
Realization #3
The waiting game was the hardest part. With no visibility into the process, all I could do was wait, hoping everything was moving forward.
Design Strategy
Prioritizing accessibility and inclusivity
goes beyond just streamlining internal and external workflows. Ensuring that the system is intuitive and efficient for both customers and admins is integral to creating a seamless and effective digital experience for everyone.
Outcome #1
Designed the system so anyone—no matter their age, language, or tech experience—can easily navigate the passport renewal process without frustration.
VIDEO
A user seamlessly navigates the system, completing the passport renewal process step-by-step with ease.
Outcome #2
Integrated a final review step to ensure every application is accurate and complete, empowering users with confidence while safeguarding their data through rigorous security measures.
VIDEO
The user reviews all submitted documents and application details, ensuring everything is accurate before submission.
Outcome #3
Broke down the process into simple steps, making it easy to follow along and know exactly what to do next.
VIDEO
An image showing a progress tracker with clear visibility of each step in the passport renewal process.
Setting a new standard for delivering essential services efficiently
By digitalizing the passport renewal system, we made the process simpler, faster, and accessible for thousands of Indonesians. Thoughtful design choices—like clear instructions and easy navigation—set a new standard for delivering essential services efficiently.
Outcome #4
We used clear, everyday language so that instructions are easy to understand for everyone, without any jargon or confusion.
IMAGE
A success page with clear, jargon-free confirmation of submission.
IMAGE
A simple calendar interface for selecting an appointment date.
Outcome #5
We included clear alerts and progress updates to keep users informed, so they always know where they are in the process and what to expect next.
IMAGE
Form fields with clear alerts for missing or incorrect inputs.
IMAGE
Hover-triggered pop-ups providing helpful information and guidance.
Outcome #6
We connected the front-end system with the back-end processes, making everything run smoothly for both users and consulate staff.
IMAGE
A meeting where the final solution was presented and discussed.
Results
Inclusive Navigation for All Demographics
We designed the system so anyone—no matter their age, language, or tech experience—can easily navigate the passport renewal process without frustration.
43% Increase in Workflow Efficiency → Streamlined processes allowed staff to handle tasks faster, reducing bottlenecks and boosting productivity across the consulate.
85% Reduction in Troubleshooting Time → A more linear workflow reduced unnecessary steps, making the process smoother and minimizing delays for both staff and users.
17% Increase in Monthly Services → Improved efficiency enabled the consulate to serve 17% more people each month, meeting growing demand and reducing backlogs.
What they say
“Felicia not only designs beautiful and effective communication systems, but she also excels at managing projects and motivating her team. She’s an exceptional leader!”
— Staff of Consulate General of Indonesia
Key Learnings
Growth through Design
UX Research
Designing in a diplomatic environment meant working with diverse stakeholders who had different priorities. I learned how to facilitate discussions, gather feedback effectively, and align design solutions with both user needs and institutional goals.
Accessibility
I learned that accessibility goes beyond color contrast and text size. By applying WCAG standards, I made the redesigned websites more inclusive, improving readability and usability for all users, including those using assistive technologies. This wasn’t just a requirement—it was about creating an inclusive experience for every student.
Scalability in Design
Creating digital assets for the Consulate reinforced the importance of scalable systems. I focused on designing reusable components and templates that could streamline future projects, ensuring consistency and efficiency in communication efforts.
Looking back…
I’m proud of how much I grew as a Product designer during my time with the Consulate. Designing for a government institution came with unique challenges—balancing cultural authenticity with usability, aligning with diverse stakeholders, and ensuring information was clear and accessible.
Working on large-scale projects, from structuring and creating effective digital system/environment to creating reusable design components, taught me how to approach design with both intention and flexibility. Collaborating with different teams reinforced the value of clear communication and thoughtful documentation. Most importantly, this experience gave me the confidence to design with a purpose—where every decision is rooted in impact and user experience.