Mapping the customer journey for a government bilingual application
Project background
Through Kainos, I conducted discovery and design research for the Border Force's team working on a new Electronic Visa Waiver for nationals from Kuwait, Oman, Qatar and UAE.
Project challenges
The application form had to be bilingual, for both English and Arabic speakers.
Research activities
As part of my work, I helped mapping the costumer journey for future users of the service, identifying key touch points through task analysis to uncover potential pain points in the journey and gather user requirements.
I also tested the prototyped solution with caseworkers at the Home Office, to gather feedback and evaluate the usability of the application.
What the Home Office digital team says about me:
"Judit is good at getting feedback from users and relaying this back to the team and especially to the developers. She is focused, keen to deliver and lots of fun to work with. She is also adaptable to changing environments and strong personalities. I’m also grateful that she knew when to bring others into situations to resolve critical problems to the project." Sulthan Ahmed
