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 safeguards the lives of American citizens abroad and helps make travel to and from the U.S. safer and more informed. As part of a product design team, I helped modernize the Travel.State.Gov website, the main source of consular information for the public.

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My Role

User Research, UX Design, Prototyping, Usability Testing

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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 might people quickly and confidently access essential consular information and services 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

Travel.State.Gov was a dense, difficult-to-navigate platform, making it time-consuming for millions seeking information on passports, visas, and international travel. The Department of State needed a more user-friendly and accessible service to better serve its customers.

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Solution

To better support American citizens and foreign nationals, our product design team created a trustworthy and intuitive experience. We introduced a simplified information architecture, streamlined workflows, design system, interactive tools, and features that meet WCAG 2.1 and USWDS standards. Through close collaboration with stakeholders and customers, along with iterative prototyping and usability testing, we created a scalable digital service that improves public access to consular information and travel services.

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Results

After more than a year of hard work, we launched the first public section of the website, International Travel, in 2025. My major contribution was leading the redesign of the passport and visa sections, which are set to launch in 2026,

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