Consulate General of Indonesia
Consulate General of Indonesia
Consulate General of Indonesia
Spearheading the digital transformation of critical citizen services, enhancing accessibility and operational efficiency for 1.2M+ users.
Spearheading the digital transformation of critical citizen services, enhancing accessibility and operational efficiency for 1.2M+ users.
Product Strategy
Client Management
User Research
Agile Leadership
Data Analysis
Product Manager
Product Manager
Consulate General of Indonesia
Consulate General of Indonesia
Web Application
client
Consulate General of Indonesia
Consulate General of Indonesia
tYPE
Web Application
Web Application
ROLE
Product Manager +
Product Designer
Product Manager +
Product Designer
TOOLS
Trello, Google Analytics, Figma, Microsoft Excel, Adobe Creative Suite
Trello, Google Analytics, Figma, Microsoft Excel, Adobe Creative Suite
THE OUTCOME
Led the end-to-end launch of a digital passport booking system for 1.2M+ users, achieving a 43% increase in workflow efficiency, an 85% reduction in troubleshooting time, and a 17% increase in monthly services.
Led the end-to-end launch of a digital passport booking system for 1.2M+ users, achieving a 43% increase in workflow efficiency, an 85% reduction in troubleshooting time, and a 17% increase in monthly services.
video
video
A user seamlessly navigates the system, completing the passport renewal process step-by-step with ease.
A user seamlessly navigates the system, completing the passport renewal process step-by-step with ease.
The PRODUCT
The Consulate General of Indonesia serves as a vital bridge for the Indonesian community abroad, providing essential services. This project focused on the digital transformation of these services, specifically the passport extension process, to make essential information and assistance more accessible and efficient for Indonesians worldwide.
The Consulate General of Indonesia serves as a vital bridge for the Indonesian community abroad, providing essential services. This project focused on the digital transformation of these services, specifically the passport extension process, to make essential information and assistance more accessible and efficient for Indonesians worldwide.
The Consulate General of Indonesia serves as a vital bridge for the Indonesian community abroad, providing essential services. This project focused on the digital transformation of these services, specifically the passport extension process, to make essential information and assistance more accessible and efficient for Indonesians worldwide.
The Challenge
The manual passport extension process faced significant challenges, including inefficiencies, long wait times, and a lack of transparency. Users experienced insecure data handling and endless back-and-forth communication, leading to high frustration and delayed services. The challenge was to replace this with a seamless, secure digital system.
The manual passport extension process faced significant challenges, including inefficiencies, long wait times, and a lack of transparency. Users experienced insecure data handling and endless back-and-forth communication, leading to high frustration and delayed services. The challenge was to replace this with a seamless, secure digital system.
The manual passport extension process faced significant challenges, including inefficiencies, long wait times, and a lack of transparency. Users experienced insecure data handling and endless back-and-forth communication, leading to high frustration and delayed services. The challenge was to replace this with a seamless, secure digital system.
The Goal
Launch a secure, intuitive digital passport booking system that drastically cuts administrative back-and-forth, speeds up processing, and provides users with full visibility, simplifying the process for both citizens and consulate staff.
Launch a secure, intuitive digital passport booking system that drastically cuts administrative back-and-forth, speeds up processing, and provides users with full visibility, simplifying the process for both citizens and consulate staff.
Launch a secure, intuitive digital passport booking system that drastically cuts administrative back-and-forth, speeds up processing, and provides users with full visibility, simplifying the process for both citizens and consulate staff.
MY APPROACH
My strategy focused on creating a user-centric and inclusive digital experience, meticulously balancing user needs with critical governance and security standards. This involved navigating complex communication with the Central Government in Indonesia to ensure alignment, streamlining end-to-end workflows, and driving data-backed iteration to deliver a truly seamless service.
Key Success Metrics (KPIs):
Increase workflow efficiency for consulate staff
Reduce troubleshooting time for both users and staff
Increase monthly service capacity for passport applications
Improve user trust and satisfaction with the digital process
My strategy focused on creating a user-centric and inclusive digital experience, meticulously balancing user needs with critical governance and security standards. This involved navigating complex communication with the Central Government in Indonesia to ensure alignment, streamlining end-to-end workflows, and driving data-backed iteration to deliver a truly seamless service.
Key Success Metrics (KPIs):
Increase workflow efficiency for consulate staff
Reduce troubleshooting time for both users and staff
Increase monthly service capacity for passport applications
Improve user trust and satisfaction with the digital process
My strategy focused on creating a user-centric and inclusive digital experience, meticulously balancing user needs with critical governance and security standards. This involved navigating complex communication with the Central Government in Indonesia to ensure alignment, streamlining end-to-end workflows, and driving data-backed iteration to deliver a truly seamless service.
Key Success Metrics (KPIs):
Increase workflow efficiency for consulate staff
Reduce troubleshooting time for both users and staff
Increase monthly service capacity for passport applications
Improve user trust and satisfaction with the digital process
MY CONTRIBUTION
I led this digital transformation, balancing user needs with governance and security. My key contributions included:
I led this digital transformation, balancing user needs with governance and security. My key contributions included:
I led this digital transformation, balancing user needs with governance and security. My key contributions included:
Product Strategy & Vision
Defined the product roadmap and scope, aligning it with user needs identified through 50+ interviews and 3+ surveys.
Agile & Cross-functional Leadership
Managed Agile sprints and cross-functional alignment across 3 time zones, coordinating design, development, and operational teams.
User Experience (UX) Oversight
Championed an inclusive design with clear, step-by-step guidance, jargon-free language, and real-time alerts to simplify complex workflows.
Change Management & Adoption
Achieved 100% internal adoption in 4 months and reduced cross-department response time by 40% by leading onboarding and supporting rollout efforts.
Security & Integration
Ensured secure data handling and seamless front-end to back-end integration for efficient operations.
before
image
image
Too much back and forth
Too much back and forth
AFTER
IMAGE
IMAGE
More streamlined
More streamlined
METRICS
43% Increase in Workflow Efficiency: Staff handled tasks faster, reducing bottlenecks.
85% Reduction in Troubleshooting Time: Minimized delays for staff and users.
17% Increase in Monthly Services: Served more people, reducing backlogs.
Enhanced User Trust: Provided secure, transparent, and efficient service.
43% Increase in Workflow Efficiency: Staff handled tasks faster, reducing bottlenecks.
85% Reduction in Troubleshooting Time: Minimized delays for staff and users.
17% Increase in Monthly Services: Served more people, reducing backlogs.
Enhanced User Trust: Provided secure, transparent, and efficient service.
Key Learnings
Successfully balanced user-centric design with complex governance and security.
Proactively managed change and cross-departmental alignment for high adoption.
Demonstrated the power of transparent communication in building user trust.
Successfully balanced user-centric design with complex governance and security.
Proactively managed change and cross-departmental alignment for high adoption.
Demonstrated the power of transparent communication in building user trust.
FINAL SECTION: DESIGN DECISIONS
Video
Video
The user reviews all submitted documents and application details, ensuring everything is accurate before submission.
The user reviews all submitted documents and application details, ensuring everything is accurate before submission.
IMAGE
IMAGE
A progress tracker with clear visibility of each step in the passport renewal process.
A progress tracker with clear visibility of each step in the passport renewal process.
IMAGE
IMAGE
connected the front-end system with the back-end processes, making everything run smoothly for both users and consulate staff.
connected the front-end system with the back-end processes, making everything run smoothly for both users and consulate staff.
You made it to the end! Gold star for you ⭐
Thanks for reading and for being part of my growth! ◡̈
You made it to the end! Gold star for you ⭐
Thanks for reading and for being part of my growth! ◡̈
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