Led Product Team to digitalizing the passport extension system that makes renewing passports faster and easier for thousands of Indonesians each year.
Client
Consulate General of Indonesia in Canada
My Role
Product Designer + Manager
Team
Collaborated with 2 Marketing Designers.
Context & Challenge
The Consulate General of Indonesia found its manual passport renewal process inefficient, causing delays for over 50,000 users annually.
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.
Design Strategies
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.
1. 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.
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A user seamlessly navigates the system, completing the passport renewal process step-by-step with ease.
2. Secure and Confident Submissions We 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.
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The user reviews all submitted documents and application details, ensuring everything is accurate before submission.
3. Clear, Step-by-Step Information Broke down the process into simple steps, making it easy to follow along and know exactly what to do next.
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An image showing a progress tracker with clear visibility of each step in the passport renewal process.
4. Plain and Simple Language We used clear, everyday language so that instructions are easy to understand for everyone, without any jargon or confusion.
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A success page with clear, jargon-free confirmation of submission.
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A simple calendar interface for selecting an appointment date.
5. Helpful Alerts and Updates 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.
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Form fields with clear alerts for missing or incorrect inputs.
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Hover-triggered pop-ups providing helpful information and guidance.
6. Smooth Behind-the-Scenes Integration We connected the front-end system with the back-end processes, making everything run smoothly for both users and consulate staff.
7. Continuous Improvement From Feedback We listened to real users, tested the system, and made improvements to ensure it works well for everyone who uses it.
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A meeting where the final solution was presented and discussed.
Conclusion
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.
Results
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.
Note: Due to the confidential nature of most of my projects, access to full design processes can be shared by request.
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!”
–Director of Marketing
Learnings
Understanding Diverse User Needs I learned the importance of listening deeply to users from various demographics. Each group brought unique challenges and perspectives, which helped me design a system that works for everyone, regardless of age, language, or technical skill.
Designing Within Constraints Working within government structures and strict security requirements taught me to balance creativity with practicality. I found ways to deliver effective, user-friendly solutions while maintaining compliance and efficiency.
Tailoring Solution For Established Systems Designing within an existing digital ecosystem required solutions that integrated smoothly into staff workflows. I focused on enhancing daily tasks with intuitive designs that improved efficiency without disrupting familiar processes.
Let’s Connect
Learn more about the projects I worked on?
Schedule a talk with me at feliciasugiartaa@gmail.com to talk more in depth on designing features that harmonize family offices' financial landscape or how I created the feeling of intuitiveness and secureness.
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