annie-spratt-466676.jpg

GovHK Passport Application

The Flats

Vancouver's engine of economic, environmental sustainability and innovation.

Improving the HKSAR Passport online application tool

Because everybody dreads online forms.

 
hero_image.jpg
 

This assessment focuses on a specific online application flow for individuals residing outside of Hong Kong, looking to apply for a Hong Kong Special Administrative Region passport for the first time. The GovHK website hosts a library of information, and the application tool is an attached platform that allows the user to submit all the necessary documentation for officials to then process. This report explores a concept design for what an improved experience may look like.

 

Interested in an in-depth breakdown of the design process?

 

 
UX | IA | Mobile

UX | IA | Mobile

TIMELINE

1 weeks

Platforms:

Web (Desktop)

Team:

Product Designer: Bryan Leung (me)

TASK:

Devise a new feature that would align well with the application, or identify an all-around redesign improvement for the platform.

Design Tools / Methods Used:

Heuristic Evaluation, Comparative Analysis, Paper Wireframes, Sketch (Mid and Hi-fidelity wireframes)

 

 
Screen Shot 2018-01-20 at 5.06.03 PM.png
 
 

DESIGN PROCESS HIGHLIGHTS

HKSAR Passport - Online Application Revised User Flow.jpg

USER FLOW

From a form design consistency perspective, the payment step was bumped forward and wrapped into the application process. As the system already advises to the user that the application won’t be processed without payment, it becomes much more encouraging for the user when they understand that entering payment as a final step is just a part of the application process. 

HA.png

HEURISTIC ANALYSIS

In order to more comprehensively identify other potential usability concerns, in addition to the ones personally experienced, a heuristic evaluation of the entire end-to-end application process was conducted to highlight areas of friction or improvement at every stage of the existing application process.

Screen Shot 2018-01-20 at 4.31.24 PM.png

SKETCHES & DESIGN

One of the main concerns identified during the heuristic evaluation was the excessive amount of text that the system puts in front of the user.  The content strategy for this project was to reduce text, but maintaining the communication required to ensure important information was being conveyed through progressive disclosure.

 
 
with shadow.png
 
 

Interested in reading more about my design process?