2023-2025

U.S. Department of State Improves Public Access to Consular Services

Travel.State.Gov International Travel Homepage

The U.S. Department of State’s Consular Affairs has the critical mission of safeguarding the lives of Americans abroad while facilitating safe and informed travel. As a key member of the product design team, I had the privilege of modernizing Travel.State.Gov, transforming the nation's primary source of consular information into a world-class digital experience.

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ROLE

User Research, UX Design, Prototyping, Usability Testing, USWDS Components and Style Library

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TEAM

Myself, Product Owner, 4 Product Designers, Development team

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TOOLS

Figma, Mural, Adobe Illustrator, UserTesting, Jira

Problem Statement

How can we empower travelers to access essential consular information and services with greater speed, confidence, and ease at Travel.State.Gov?

instagram travel.state.gov account
passport book

The M-23-22, Delivering a Digital-First Public Experience policy guidance requires that government digital services conform to the following principles:

1. Accessible to people of diverse abilities

2. Consistent visual design and agency brand identity

3. Content that is authoritative and easy to understand

4. Information and services that are discoverable and optimized for search

5. Secure by design, secure by default

6. User-centered and data-driven design

7. Customized and dynamic user experiences

8. Mobile-first design that scales across devices

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CHALLENGE

With millions of travelers seeking essential information on passports, visas, and international travel, Travel.State.Gov presented a significant opportunity for innovation. Consular Affairs envisioned a more accessible, user-centric platform that could meet the needs of the public and set a new standard for government digital services.

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SOLUTION

Our team focused on truly understanding and supporting the needs of U.S. citizens and foreign nationals. Together, we crafted a trustworthy, mobile-friendly, and intuitive digital ecosystem. We gave the platform a fresh start, simplifying its information architecture for better discoverability, streamlining workflows, ensuring content is authoritative yet easy to understand, and building a design system that goes beyond accessibility standards. Working in close collaboration with stakeholders and users, we created a service that’s ready for the future and makes it much easier for everyone to access consular resources.

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RESULTS

Following more than a year of hard work, we successfully launched the renewed International Travel section in 2025, marking a major milestone in the project. Building on this success, I led the strategic redesign of the passport and visa sections, preparing the foundation for the next phase of the digital rollout.

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