Context and Objectives

In an effort to simplify and enhance the experience of crossing country borders through landports, a mobile application was developed to make the process hassle-free for travelers. The aim was to address common challenges at borders such as long queues, manual document checks, and the overall complexity of the border crossing process.

Project Goals:

• Streamline the border crossing process by reducing manual interventions.

• Enhance security and efficiency through advanced technologies like QR code scanning, passport chip reading, and facial recognition.

• Improve user experience by making the process faster and more user-friendly.

Team & Stakeholders

Team Composition:

• UX Team: 2 UX designers.

• Development Team: 4 Mobile developers.

• QA: 2 Testers.

• Project Manager: 1.

• Delivery Manager: 1.

Stakeholder Engagement:

• Collaborated with Digiyatra officials, Delivery Managers, and Business people.

• Regular meetings with Digiyatra officials to ensure compliance with international travel and border control regulations.

  
  

Challenges & Problem Statement

Challenges:

Inefficient Processes:

• Travellers faced significant delays due to manual verification of documents.

• Multiple checkpoints increased wait times and frustration.

Security Concerns:

• Manual checks were prone to human error and security loopholes.

• Lack of a unified system for identity verification.

User Experience Issues:

• Complexity in the border crossing process led to traveler dissatisfaction.

• Language barriers and lack of clear instructions added to the confusion.

Problem Statement:

Travellers crossing country borders by land experience delays and inconvenience due to manual document verification, multiple checkpoints, and a lack of streamlined identity verification processes. There was a need for a solution that could simplify the process, enhance security, and improve the overall user experience.

Process & Approach

1. Discovery & Research

User Research:

• Identified primary user groups: frequent travellers, business professionals, families.

• Conducted surveys and interviews to understand pain points and user needs.

Stakeholder Interviews:

• Met with border control authorities to understand regulatory requirements.

• Discussed security concerns and compliance with international regulations.

Competitive Analysis:

• Analysed existing solutions in air travel (like Digi Yatra) to gather insights.
  
  

• Compiled a list of key issues affecting travellers and authorities.

• Formulated questions to guide the design process, such as:

1. How to protect sensitive data like passport details?

2. How to handle different countries' entry and exit procedures?

3. How to accommodate travellers with infants or dependents?
   
   

3. UX Design Process

Ideation:

• Brainstormed potential features and solutions with the team.

• Prioritised features based on user needs and technical feasibility.

Creating User Personas:

• Developed personas to represent different user types.

• Helped in keeping the user at the center of the design process.

User Journey Mapping:

• Mapped out the entire border crossing process from the user's perspective.

• Identified touchpoints and opportunities for improvement.
  
  

4. Design and Prototyping

Wireframing:

• Created low-fidelity wireframes to outline the app's structure.

• Ensured intuitive navigation and ease of use.

High-Fidelity Prototypes:

• Developed interactive prototypes using tools like Figma or Sketch.

• Incorporated branding elements and visual design principles.

Usability Testing:

• Conducted testing sessions with actual users.

• Gathered feedback on usability, clarity, and overall experience.
  
  

Addressing Additional Questions

• Ensured multilingual support to cater to non-native speakers.

• Implemented robust data encryption for sensitive information.

• Developed clear instructions and feedback mechanisms within the app.

• Created fallback options for technical issues (e.g., manual verification if NFC or camera fails).

  
  

Leadership Role

Management Approach

• Team Leadership:

  • Led the UX team through the entire design process.

  • Fostered collaboration between designers, developers, and stakeholders.

• Stakeholder Communication:

  • Acted as a liaison between the team and government authorities.

  • Presented design proposals and incorporated feedback effectively.

Decision-Making

• Prioritising Features:

  • Balanced user needs with security requirements and technical constraints.

  • Made key decisions on app functionalities and user flow.

• Problem-Solving:

  • Addressed concerns regarding data privacy and regulatory compliance.

  • Ensured the app met international standards for border control.
    
    

Solutions & Outcomes

Final Deliverables

Developed a mobile application with the following key features:

1. Easy Access and Setup:

   • Users download the app via a QR code displayed at the landport.

   • Eliminated the need to search for the app in app stores.
     
     

2. Step-by-Step Process:

   • Step One: Scan the MRZ (Machine Readable Zone) of the passport.

     • Retrieves biometric data and confirms successful retrieval.

   • Step Two: Scan the passport chip using NFC.

     • Obtains additional data and confirms successful retrieval.

   • Step Three: Capture a live photo.

     • Uploads the picture for facial recognition.

   • Final Step: Scan the mobile device at the kiosk.

     • Performs facial recognition; if matched, gates open for the user.
       
       

3. Advanced Technologies Used:

   • QR code scanning for easy app download.

   • NFC technology for passport chip reading.

   • Facial recognition for secure identity verification.
     
     

4. User-Friendly Interface:

   • Clear instructions and feedback at each step.

   • Multilingual support for non-native speakers.

   • Options to link family members or dependents.

   
   

Results

Improved Efficiency:

• Reduced Wait Times: Significant decrease in queues at border checkpoints.

• Faster Processing: The time from scanning the passport to passing through the gate was minimised.

Enhanced Security:

• Accurate Verification: Facial recognition matched live photos with passport data.

• Data Protection: Implemented strong encryption and informed users about privacy policies.

Positive User Feedback:

• Travellers appreciated the streamlined process.

• Increased satisfaction due to reduced complexity and hassle.

Reflections & Learnings

User-Centric Design is Crucial:

• Understanding the travelers' needs led to a solution that genuinely improved their experience.

Collaboration with Authorities:

• Working closely with border control and government officials was essential for compliance and security.

Technical Challenges:

• Addressed issues like varying passport technologies and different countries' regulations.

Scalability and Flexibility:

• Designed the app to accommodate future features like visa verification and integration with airport check-ins.
  
  

Conclusion

The development of the Digiyatra Landport Mobile Application represents a significant advancement in leveraging technology to enhance travel experiences. By simplifying the border crossing process, the app benefits both travellers and border control authorities, making the process faster, more secure, and user-friendly.

Screens are recreated due to NDA concerns.