IMPORTANT:
The project is under NDA(Non Disclosure Agreement) and this document is a general overview. Certain sensitive information and stages of the project have been excluded.
Brief
Trusted Traveler Program (TTP) field offices and Enrollment Centers are overwhelmed by high program demand, resulting in applicant frustration with limited interview slots. New mobile app facilitated solutions for in-port enrollment processing and arrival experience are required within the next 1-2 years to meet rising customer demand.
To address these challenges head on, TTP can leverage the Fast Lane Mobile App to reimagine the enrollment process & transform the arrival experience.
WHAT ARE OUR STATS?
This early in the process, we collected our initial data. Realizing just how large of a pool of people use this app, we kept this data in mind throughout our entire project. Using this, we were able to make some key goals, and delve deeper into what Fast Lane does.
The Fast Lane Program is a U.S. Customs and Border Protection (CBP) program that allows expedited clearance for pre-approved, low-risk travelers upon arrival in the United States. Participants in this program can bypass traditional passport control lines and use automated kiosks at select airports.
WHAT IS FAST LANE?
Key Features:
-
Expedited Entry: Fast Lane members are processed through automatic kiosks at airports, reducing wait times during customs and immigration checks.
-
TSA PreCheck Eligibility: Members also qualify for TSA PreCheck, allowing faster security screening at airports within the U.S.
-
International Acceptance: The program is recognized at numerous airports internationally, facilitating smoother entry when returning to the U.S.
Who Can Apply:
The program is open to U.S. citizens, U.S. lawful permanent residents, and citizens of certain other countries.
Enrollment Process:
Applicants must undergo a thorough background check and
in-person interview before being accepted into the program.
SECONDARY
5C’s
SWOT Analysis
Competitive Analysis
Technology Flow Chart & Flow Chart (content audit)
PRIMARY
Heuristic Audit of the app
Google Survey
Interview Questions
THE 5C’S
WHAT ARE THE 5C’S?
01 COMPANY
02 CUSTOMER
03 COMPETITORS
04 COLLABORATORS
05 CONTEXT AND CLIMATE
BENEFITS:
No processing lines
No paperwork
Access to expedited entry benefits in other countries
Available at major U.S. airports
Reduced wait times
TSA Pre✓® Eligibility
Enrollment on Arrival (EoA) is a CBP program that allows Fast Lane applicants who are conditionally approved to complete their interviews upon arrival into the United States; including those entering the United States via a designated CBP Pre-clearance location. The EoA program eliminates the need for a Fast Lane applicant to schedule an interview at an enrollment center to complete the application process.
01 COMPANY
This involves researching the company itself, including its products, services, performance, objectives, and strategies. It’s about understanding the internal environment of the organization.
PRODUCTS:
We did in-depth research into Fast Lane and what it is, offers and more so that we could better understand what we are working with. We found a comparison chart that breaks down TSA PreCheck vs. Fast Lane and we looked into websites that talked about Mobile Passport Control (MPC).
STRATEGIES:
Enable the citizens of America to better leverage government data to spur innovation across our Nation and improve the quality of services for the American people.
Ensure we seize the opportunity to procure and manage smart devices, applications, and data safely, securely, and efficiently.
Unlock the power of data and be ready to deliver and receive digital information and services anytime, anywhere and on any device.
02 CUSTOMER
This aspect focuses on understanding the target market or consumers. It includes analyzing customer needs, preferences, behaviors, and trends.
We did in-depth research into who is eligible for a Fast Lane membership, online customer feedback about anything related to FL, 2023 travel trends report and keeping up with CBP announcing the rise of FL members.
03 COMPETITORS
This part involves researching other companies that offer similar products or services. It includes analyzing their strategies, strengths, weaknesses, market positions, and how they impact the company in question.
When doing our competitive analysis research, it was important to us to gather as much information as possible. We did an in-depth dive in a total of 13 companies, gathering their strengths, weaknesses, opportunities and threats.
We have pulled six companies from that original 13 to break down and discuss more thoroughly in the competitive analysis section.
04 COLLABORATORS
This involves identifying and understanding partners, suppliers, distributors, and any other entities that work with the company. It’s about understanding how these relationships impact the business.
We did research into different types of travel credit cards so that we could better understand how someone can use a credit card to get Fast Lane for free, American Airlines, Delta’s digital ID technology, Fast Lane kiosks set up at airports and NEC Corporation: Supplies facial recognition technology.
05 CONTEXT AND CLIMATE
This refers to the broader environment in which the company operates. It includes economic, social, political, and technological factors that can affect the business.
We researched the latest data from the World Tourism Organization (UNWTO) on tourists traveling internationally, current and upcoming legislation around biometric identification information, and privacy impact reports.
LIFE CYCLE
PRODUCT CYCLE STEPS:
DISCOVERY:
Discovery addresses how potential members are introduced to the program.
ONBOARDING:
Onboarding focuses on the application process, turning applicants into card-carrying members.
ENGAGEMENT:
Engagement is the act of actually utilizing the membership while traveling.
EXTENSION:
Extension looks at other ways we can advance the program into the future.
CONCLUSION STATEMENT:
The heart of this project lies within the Onboarding and Engagement phases. We recognize that Onboarding is currently the phase in the service lifecycle that requires the most attention. Therefore, we directed the majority of our efforts toward developing a design solution for this phase.
However, it is still important to consider the Discovery and Extension phases, as our solution could impact and influence design decisions in those phases. Similarly, design decisions in the discovery and extension phases can impact the onboarding and engagement phases.
508 FOR
ACCESSIBILITY
The reason we are mainly focused on Section 508 is because these guidelines apply only to federal agencies and departments, which would be the Fast Lane app since it is a federal agency resource.
Even though the Fast Lane app is a federal agency resource and that falls under section 508, we are still very aware of the ADA and WCAG guidelines when developing the app because these are also very important and have some crossover that we are paying attention to.
1 IN 4
ADULTS HAVE SOME TYPE OF DISABILITY.
This means, on average 13.2 million people in the U.S. have at least one disability that Section 508 is meant to help with, so this is not something to be overlooked or ignored.
4.8% OF US ADULTS HAVE A VISION DISABILITY.
Per the CDC, we were able to pull exact numbers on how many people are affected by disabilities that Section 508 is meant to help with. With this in mind, our app will be sure to maintain a proper contrast ratio.
6.1% OF US ADULTS HAVE A HEARING DISABILITY
The design of our app is centered around legible captions and subtitles.
12.1%OF US ADULTS HAVE A AMBULATORY DISEASE
Adapting elements like assistive touch in the app will make FL more accessible to those with ambulatory disabilities.
12.8% OF ADULTS HAVE A COGNITIVE DISABILITY
Our goal is to simplify and streamline the apps navigation with clear information to ensure everyone has a positive user experience. Creating intuitive navigation, minimizing distractions, Images, graphics, and visual content.
ORIGINAL USER FLOW
FAST LANE APP
HEURISTIC AUDIT
01 Visibility of system status
02 Match between system and the real world
03 User control and freedom
04 Consistency and standards
05 Error prevention
06 Recognition rather than recall
07 Flexibility and efficiency of use
08 Aesthetic and minimalist design
09 Help users recognize, diagnose, and recover from errors
10 Help and documentation
What did we look for?
USER INTERVIEWS
We reviewed the interview transcripts to extract key points, and organized them into thematic clusters for four times, enabling us to identify recurring patterns and topics across the interviews
Affinitization
Potential Users + Current Users
We embarked on a comprehensive affinitization process to distill actionable insights from the rich qualitative data collected through interviews with 19 potential users and 10 current users. This involved a meticulous three-step methodology aimed at uncovering the core challenges, opportunities, and needs that our user base experiences.
Problem Statements: POTENTIAL USERS
CURRENT USERS
-
Users are tired of traveling long distances and potentially biased inquiries from customs officers, potential FL users want a fast unmanned, automated customs entry experience to save time.
-
FL's promotion suffers from poor information, resulting in many potential users not fully understanding the process and entitlements, and they would like to have more quantifiable and visualized entitlements as a FL user.
-
The lengthy and cumbersome FL application process, inconvenient interview locations and schedules have become a hindrance for potential users to apply for FL, prompting the need for a clear and complete online service system to solve the problem.
-
Users are worried that the benefits of the Fast Lane program will deteriorate as the program grows and staffing does not keep up.
-
Applicants feel lost as they progress through an enrollment process that places an undue burden on them to secure an interview appointment.
-
Current and potential Fast Lane members are under-informed or unaware of the program or its benefits which prevents them from enrolling and/or utilizing all that Fast Lane has to offer.
USER JOURNEY
USER JOURNEY: THE ADVOCATE
Users who are knowledgeable about FL and enjoy its benefits
FINAL PROBLEM STATEMENTS
POTENTIAL USERS
-
FL lacks clear or comprehensive promotion, leaving potential users with an incomplete understanding of the program and the entitlements. Therefore leads to a lower conversion rate from potential users to actual users.
-
The complicated FL application process can be frustrating and tiring for many potential users, making them less motivated to apply for FL.
CURRENT USERS
-
Lack of accessible information makes it difficult for current FL users to realize all the benefits and options Fast Lane can provide.
-
Throughout the FL process, including application, interview, and enrollment, there’s no sufficient information or transparency. Users are frustrated and uncertain with the up-to-date status and effort needed, affecting the planning of subsequent schedules
HOW MIGHT WE:
01 - How Might We enhance the promotion and communication of the Fast Lane program to clearly convey its benefits, thereby increasing understanding and motivation among potential users?
02 - How Might We simplify the application process to make it more efficient and accessible, providing clear guidance for users in an effort-saving manner?
01 - How Might We streamline communication to ensure users are fully aware of the various FL membership options, features, and their benefits, enabling them to make informed decisions that best suit their travel needs?
02 -How Might We keep users updated, fully-prepared, and confident during application, interview stage and enrollment process?
WIREFRAMING
USER TESTING
How did we conduct User Testing?
Had observer, host, timer, recorder. We have conducted the user testing by having the host explain briefly about the app and the task for the participants.
During the user testing, we had one observer jotting down feedback/reaction from the participant. One person timing each task, And Another person recording the process for each participants.
How many participants did we have?
15 Participants
How long did it take to conduct the User Testing?
Each users took around 5 - 8 min. The user testing in total took more than 4 hours
How did we measure our success?
Based on the number of errors and confusions from each participants.
What was our next steps following this conclusion?
Revising the wireframe based on the overall feedback
NEW APP ARCHITECTURE
APPLICATION USER FLOW
INTERVIEW USER FLOW
DESIGN SYSTEM
APP DEVELOPMENT
THANK YOU