Duration
3 months | 2025 | Contract
Revamping TTP enrollment and arrivals from 0 to 1
The team designed a mobile app solution with a flexible application process to help applicants choose the most suitable interview option, accelerating their application process and increasing TTP accessibility for people.
My Role
UX Designer and UX Research Lead
Tools
Figma, Chat GPT4, Adobe Illustrator
Teams
SCADpro Design Studio
4 UX Researchers | 1 Project Manager | 6 UX Designers
Deloitte
3 Account Managers | 1 Product Manager | 1 UX Designer
/TTP's Product
TTP Enrollment & Arrival – Optimized for high-demand processing at enrollment centers and ports.
An enrollment solution to enhancing in-port processing and arrival experiences to reduce wait times and improve applicant satisfaction.
Global Entry expedites international travel by providing fast-tracked customs clearance and TSA PreCheck benefits, reducing wait times and enhancing the arrival experience.
/Key issue from the Deloitte team
Overwhelming TTP demand & first-time applicant challenges
Many first-time applicants, unfamiliar with international travel, struggle to navigate the complex enrollment process, while limited interview availability leaves them frustrated.
/My Role
UX Designer and UX Research Lead
I am primarily responsible for synthesizing research insights and user pain points into strategic, user-friendly solutions that enhance clarity and usability.
In other areas of the design process, I drove key decisions by analyzing user behaviors and stakeholder feedback, translating complex requirements into intuitive workflows. By optimizing the user journey, I ensured a seamless experience that helps users get started effortlessly while enhancing efficiency.
/Impact
Redesigned Onboarding and Scheduling Flows Improved Efficiency and Conversion
I reduced total process time by 83.3%, and improved booking conversion by 24%, making the airport experience faster and more efficient for both travelers and officers.
Total process time reduced
Form inputs automated through fingerprint & ID verification
Appointment booking conversion increased
/Design Highlights
Navigate your application with ease and flexibility to boost your efficiency
Ensure the accuracy of your application with our flexible dropdown menu. With 9 sections to complete, users can navigate between sections to review, edit, or confirm information.
Seamless Application Experience with Integrated Scan Technology
Integrated scan and auto-fill technology simplifies information collection, while fingerprint verification improves accuracy and efficiency.
Easily schedule your EoA Interview
EoA creates a smooth entry process by scanning a ticket, confirming the airport, and providing a QR code for hassle-free access.
/Product Cycle
Discovery✨Onboarding✨EngagementExtension
- Learn about “Fast Lane” through travel experiences.
- Notice faster lanes at airports.
- Research benefits and eligibility online.
- Complete application forms.
- Schedule and attend an interview.
- Receive credentials.
- Explore program benefits.
- Educate members on benefits and usage.
- Ensure members feel the value of “Fast Lane”.
- Continuously update the program.
- Ensure sustainability of the service.
/Problem Framing
Applicants struggle with limited information and transparency.
TTP applicants face challenges in accessing clear information, navigating the application process, and scheduling interviews. Many find the process confusing and time-consuming.
TTP faces operational challenges due to overwhelming demand
Field Offices and Enrollment Centers face a surge in demand, causing interview shortages and backlogs due to limited resources and staffing.
/Our goal was to
- Address the lack of information and transparency by optimizing the application process to enhance users' sense of control and assurance.
- Increase information collection methods to provide a streamlined, user-friendly, and easy-to-track application platform.
How might we ensure applicants remain fully prepared, consistently informed, and confident throughout the entire GE process?
/Application Iterations
Optimizing the Application Process for User Confidence
We recognized that the TTP application process lacked sufficient guidance and flexibility, making it difficult for users to navigate and prepare their materials confidently.
After reviewing user feedback and discussions with the Deloitte team, we realized our initial design focused on restructuring information collection. However, client feedback clarified that we couldn’t modify the application process itself.
As a result, we simplified navigation and introduced flexible information collection methods to enhance the user experience while preserving the original process and content.
✏️ Flexible List for Application Form Completion
Through our primary research with both potential and current users, we identified that the presentation of information and the flexibility to navigate between sections are critical for a smoother application experience. Users emphasized the need for easy access to different parts of the form to review, edit, and confirm details.
1st Iteration
Enhancing Progress Visibility and Review
We introduced a progress indicator to help users track their application status. A dropdown feature was implemented to allow users to easily navigate between sections, review previously entered information, and make necessary edits.
2nd Iteration
Streamlined Section Navigation and Visual
We introduced a dropdown list displaying all form sections, with completed sections turning green to indicate progress and a summary of inputs shown for quick review and confirmation.
Final Iteration
Clearer Visualization and Seamless Completion
We incorporated icons for clearer section visualization and status indicators to help users track progress. After completing all sections, users can review a summary and confirm inputs via a pop-up to finalize submission.
📷 Enhancing Efficiency with Fingerprint Scan Technology
Our research identified manual data entry as a major pain point, especially for key documents like passports. To streamline the process, we integrated scan technology for automatic data extraction and Telos Onyx fingerprint scanning, allowing applicants to submit fingerprints via their devices. This expedites interviews, reduces manual processing for officers, and improves overall efficiency.
1st Iteration
Circle Progress Bar
The circular progress bar visually guides users on how long to hold their finger for a successful scan. As it fills, users receive real-time feedback, ensuring proper positioning and improving fingerprint capture accuracy.
2nd Iteration
Dynamic Progress Bar
We introduced a dropdown list displaying all form sections, with completed sections turning green to indicate progress and a summary of inputs shown for quick review and confirmation.
Final Iteration
Visualization & Color Guidance
We incorporated icons for clearer section visualization and status indicators to help users track progress. After completing all sections, users can review a summary and confirm inputs via a pop-up to finalize submission.
✈️ Optimizing Interview Selection for a Smoother Enrollment Process
We streamlined the interview selection process by guiding users to choose between Enrollment Center (EC) interviews and Enrollment on Arrival (EoA) based on their travel plans. By simplifying the process, users can choose the option that best suits their travel plans. Promoting EoA for eligible travelers reduces EC interview backlogs, expediting processing, improving the customer experience, and increasing enrollment rates, making Global Entry more accessible to key audiences.
1st Iteration
Enhancing Interview Method Selection
We added an introductory page to guide users in selecting the most suitable interview method. This helped streamline the decision-making process, directing users to the right location based on their needs.
2nd Iteration
Simplifying Selection & Optimizing EoA Adoption
We streamlined interview options to encourage eligible users to choose EoA, reducing EC backlogs. A new EoA registration flow was introduced for a smoother process. Additionally, we conducted A/B testing to refine the EC appointment flow.
Final Iteration
Enhance Guidance for Interview Locations
Users now select their location first for both EC and EoA. For EC, choose the nearest center, select a date and time, and receive a QR code confirmation. For EoA, scan or enter flight details, confirm the airport, and get a QR code for walk-in. Connecting flight? Your QR code grants fast-lane priority for quicker processing.
/AI Technology Enhance
AI Chatbot – Stewart
An AI chatbot simulates real assistance by answering questions, providing resources, and guiding users through the application process.
Mobile & Web Implement
We used Botpress to build mobile and web versions. On mobile, preset question chips minimize typing and improve access to support.
/Design System
Font: We used the Inter font for its readability and flexibility. A relatively larger size is chosen to accommodate all age groups.
Icons: Material UI's rounded icons were chosen for their seamless integration with Figma. To enhance the visual experience, additional custom icons were designed for specific use cases.
Colors: Our primary color remains consistent with TTP's branding to maintain visual alignment. Colors were designed to align with common associations, enhancing user comprehension.
Buttons: Designed in three sizes to ensure adaptability across various devices and maintain a clear hierarchy. Different components were designed for Default & Disabled, with Primary & Secondary styles.
/Takeaways
To ensure a smooth workflow, team communication is essential, and frequent check-ins with clients play a crucial role. While clients may want everything, prioritization is key given our 3–4 month constraint. Aligning expectations early helps us focus on the most impactful solutions, balancing feasibility and client needs effectively.
/See more of my work?
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Redesigned IA to improve in-store service
A redesigned information architecture for Leopold’s website that helps customers easily find key information and place orders, enhancing in-store service and operations.
/Connect
Linkedin
Email