Led Product Team to digitalizing the passport extension system that makes renewing passports faster and easier for thousands of Indonesians each year.
Role
Industry
Duration
Outcome
A secure system that cuts the back-and-forth, speeds up processing, and gives users full visibility—no more guesswork.
Impact
01 Streamline Workflow -> Users spend less time searching for information and more time taking action.
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.
A sneak peak of the final outcome….
Background
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.
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.
Realization #1
Main platform: Email
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
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.
VIDEO
A user seamlessly navigates the system, completing the passport renewal process step-by-step with ease.
Outcome #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.
VIDEO
The user reviews all submitted documents and application details, ensuring everything is accurate before submission.
Outcome #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.
IMAGE
A user seamlessly navigates the system, completing the passport renewal process step-by-step.
Outcome #4
No Ambiguous — Simple, Easy to Understand Language
Microsoft’s core audience—tech-savvy professionals and corporate employees—rely on its tools to achieve reliable, innovative, and integrated solutions that streamline both work and personal tasks.
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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.
Outcome #4
No Ambiguous — Simple, Easy to Understand Language
Microsoft’s core audience—tech-savvy professionals and corporate employees—rely on its tools to achieve reliable, innovative, and integrated solutions that streamline both work and personal tasks.
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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.
Outcome #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.
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A meeting where the final solution was presented and discussed.
Conclusion
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.
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!”
— Consulate General of Indonesia
Outcome #2
Secure and Confident Submissions
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.
