iVisa
iVisa help its users get their travel documents like visas, e-visas, passport renewal, health declarations etc. in time by its smart photo upload application and super prompt response time.
Role: Research lead
Problem Statement: Too many orders are sent to MIN_More information needed state (35% of our orders go to MIN), and this creates friction in our customers experience with iVisa
Approach:
Qualitative research: For this study we conducted qualitative research. Spoke with 3 users (processing agents) and conducted 2 job shadowing sessions with the agents to understand their perspectives on why orders goes to MIN and the challenges they face with the whole process.
To start with I recruited the interviewees by a careful selection process so that there were processing agents who were proficient in managing applications and those who were completely new. As the interviews were progressing, I gained a lot of insights into various problems faced by these agents.
Followed by interviews I facilitated an ideation session with the processing agents, product manager, customer service agents and fellow designers.
Key findings:
1. Communication: have a slack channel for inquiries between Processing agents and Customer service agents as there is very less communication between both the teams.
2. Training: provide proper training to the processing agents to avoid silly mistakes like photo editing, notes writing.
3. Notes: Add color to differentiate comments from Processing agents and Customer service agents to avoid any confusion. Also give note edit access to the processing agents supervisors for corrections.
4. Orders that go to a 'More information needed' state should always be reassigned to the same Processing agents as they already are aware of the issues.
Results: We created a set of actions items from the research findings to be implemented by the visa processing team.
Impact: This research has helped us to uncover various solutions that we had not considered initially. Some of these findings has led to reduce the number of orders that go to a MIN state to drop by 2% in just a month. Upon estimating, we observed that this research has saved an enormous amount of cost and effort.
