Product Design

Rolling Document Review

Design for turbulent times

01. Setting the stage

As part of a successful green card application, Boundless Immigration needs to collect dozens of difficult-to-obtain documents from customers.

The process can take some customers weeks or months to complete. Moreover, a Boundless team member needs to look at every single uploaded document. We had a backlog of 20,000 documents1 that weren’t budging.

figure 1

A glacial pace: over a month and a half, our backlog of documents needing review only shrank by about 5%.

02. My Role

I led the redesign of an internal review tool, a customer-facing upload tool, and changes to our operational models to address a frustrating customer experience and reduce our backlog.

This is an ongoing project. More deets soon.

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