Carl Siegmund, Customer Experience Team Leader, Passport Services, U.S. Department of State

This Is How We Improved The US Passport Renewal Process By Asking Passport Holders

1,433
Members
936
Answers
9
Insights
77%
Impact

First, we defined an outcome and a consulting question:

The U.S. Department of State wants to improve your experience of applying for or renewing a U.S. passport. How can we improve the application process to make it simpler and easier?

Together with USA.gov, several groups were asked to advise:

Passport Holders

Website Visitors

State Employees

Newsletter Subscribers

Think Tanks

General Public

We reached out to stakeholders through various platforms

Personalized Emails
Tweets
Facebook Posts
Popup On Site
Website Banners

Our AI-powered platform turned answers into insights

Our algorithms grouped together similar highlights and asked users to offer an insight for each group. All insights were verified by our team, before the State Department approved and published them.

COMMUNITY

Selected users were asked to match similar highlights or create new insights. 

ALGORITHMS

AI algorithms grouped similar highlights and asked users to offer an insight.

INSIGHTS

Project managers were asked to approve the insights, after our team reviewed them.

Major decisions were made following the insights

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

All participants were informed of their personal impact:

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This Is How We Improved The US Passport Renewal Process By Asking Passport Holders

1,433
User
936
Antworten
9
Erkenntnisse
77%
Impact

First, we defined an outcome and a consulting question:

The U.S. Department of State wants to improve your experience of applying for or renewing a U.S. passport. How can we improve the application process to make it simpler and easier?

Together with USA.gov, several groups were asked to advise:

Passport Holders

Website Visitors

State Employees

Newsletter Subscribers

Think Tanks

General Public

We reached out to stakeholders through various platforms

E-Mails
Twitter
Posts on Facebook
Webseite

Our AI-powered platform turned answers into insights

Our algorithms grouped together similar highlights and asked users to offer an insight for each group. All insights were verified by our team, before the State Department approved and published them.

ALLE USER

Viele User extrahierten die wesentlichen Punkte aus ihren Antworten.

UNSERE ANALYSTEN

Unsere Analysten schlossen die Analyse ab und legten die Erkenntnisse vor.

IHR TEAM

Die Entscheidungsträger vor Ort bestätigten die Erkenntnisse.

Major decisions were made following the insights

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

All participants were informed of their personal impact:

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קארל זיגמונד, ראש צוות חווית הלקוח, שירות הדרכונים, מחלקת המדינה האמריקאית

This Is How We Improved The US Passport Renewal Process By Asking Passport Holders

77%
השפעה
9
תובנות
936
תשובות
1,433
משתתפים

First, we defined an outcome and a consulting question:

The U.S. Department of State wants to improve your experience of applying for or renewing a U.S. passport. How can we improve the application process to make it simpler and easier?

Together with USA.gov, several groups were asked to advise:

מחזיקי דרכון

מבקרים באתר האינטרנט

עובדי הממשל

רשימות תפוצה

מכוני מחקר

הציבור הרחב

We reached out to stakeholders through various platforms

דואר אלקטרוני
ציוץ בטוויטר
עמוד הפייסבוק
ווידגט באתר
אתר האינטרנט

Our AI-powered platform turned answers into insights

Our algorithms grouped together similar highlights and asked users to offer an insight for each group. All insights were verified by our team, before the State Department approved and published them.

מנהלי התהליך

הצוות המקצועי שלנו עובר ומשפר את התובנות שגובשו. בסופו של התהליך, התובנות יישלחו למנהלי התהליך לאישור סופי.

בינה מלאכותית

אלגוריתמים מתקדמים של בינה מלאכותית לומדים מפעולות המשתתפים, ומקבצים יחדיו תשובות עם מכנה משותף.

בינה אנושית

המשתתפים מסייעים למערכת הממוחשבת שלנו לקבץ אמירות משותפות ולנסח להן תובנות. הסיוע מאפשר לבצע את הניתוח.

Major decisions were made following the insights

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

All participants were informed of their personal impact:

רוצה ללמוד עוד ולפתוח אתר משלך?

אנחנו שומרים מידע על המחשב שלך, כדי לאפשר לך חווית גלישה מיטבית באתר.  קריאה נוספת | סגירה