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ROVE

The ROVE web application is used by CBP Officers to manage travelers entering and exiting the U.S. via land or sea. Travelers report their U.S. entry to CBP via their personal smart phone or a tablet located at local businesses to satisfy the above reporting requirements.

I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of CBP.

CO-DESIGN WORKSHOPS

Co-design workshops bring users, customers, stakeholders and designers together to rapidly critique and iterate on design concepts, ensuring that the needs of the people we are designing for remain at the centre of the design process. For the redesign of ROVE, I wanted to make sure the users were at the center of the redesign process. Frequent co-design workshops helped me to create an improved user experience. We had a total of 3 design workshops lasting an hour each, where I was able to present the latest iteration of the design and collect user feedback. We typically had 2-3 users in attendance.

I used the book Design. Think. Make. Break. Repeat to help me structure the co-design workshops, and to subsequently turn my findings into a journey map and personas.

JOURNEY MAP

The sole group of users for this web application are U.S. Customs and Border Protection Officers. This journey map is a visualization of the process that an officer goes through in order to accomplish their tasks. It's used for understanding and addressing the officers’ needs and pain points.
I used the book Design. Think. Make. Break. Repeat to help me structure the co-design workshops, and to subsequently turn my findings into a journey map and personas.

PERSONAS

The following is an example of a persona I created for a typical CBP Officer using the Rove application multiple times a week. I included his frustrations with the current application and his ideal experience and feelings for future iterations based on my conversations with officers.

ROVE (PREVIOUSLY OARS)

These are screenshots of the application before I suggested a redesign. Users cited an inability to see actions without scrolling, and that the sizeable top navigation bar took up too much real estate.

MAP DESIGN & HIGH FIDELITY

This map interface solution allows officers to quickly move through pending trips. It gives the officers the ability to clearly see where these trips are coming from geographically, as well as the order in which they have arrived.

CASE STUDIES

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