Border Force - Digital visas

Feb 2019 – Dec 2019

UX Research

Digital visa project

Worked as one of two researchers in an agile team to deliver a new government digital service. The project was to implement electronic visas to replace physical visa stamps in the passport.

Research undertaken with current and potential visa holders, those checking visa validity: businesses hiring visa holders, colleges and border officers.

Personas were developed based on activity, visa type and country of origin.

A diary study was done with live users of an MVP digital visa for phase one. This was for the business to understand risks and to test whether it was feasible within the current systems.

After the diary study of the live MVP, a prototype was used for further user research to develop phase 2 of the project. The design was iterated based on the feedback from the research team.