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תודה. נחזור אליך בקרוב.
משהו השתבש. נסו שוב.

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

This Is How We Improved The US Passport Renewal Process With The Advice Of 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

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 With The Advice Of Passport Holders

סמל מדינת ישראל
936
תשובות
1,433
חברים
77%
השפעה
9
תובנות

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

התשובות נאספו בערוצים פיזיים ודיגיטליים

Popups on USA.gov webpages, tweets, social media posts, and email newsletters were used to reach thousands of Americans who had been through the passport application process.

דואר אלקטרוני
ציוץ בטוויטר
עמוד הפייסבוק
ווידגט באתר
אתר האינטרנט

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:

להדגמה בארגון שלך:

תודה. נחזור אליך בקרוב.
משהו השתבש. ניתן לנסות שוב או לכתוב לנו ב-info@insights.us.

This Is How We Improved The US Passport Renewal Process With The Advice Of Passport Holders

1,433
User
936
Antworten
9
Erkenntnisse
77%
Stellungnahmen

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:

We reached out to stakeholders through various platforms

E-Mails
Twitter
Posts on Facebook
Webseite

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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