About Boundless Immigration
Boundless Immigration is an online service that helps immigrants apply for marriage-based green cards, fiancé visas, and a range of other legal statuses. Customers pair with customer support and an immigration attorney and work with them over 2-3 months to prepare their application.
The Challenge
Our high-touch, multi-month green card application experience took place mostly over email, leading to customer confusion & dissats, high inbound email volume, and longer processing times for all customers.
An example of our lengthy process emails
The Product
I helped design a self-serve dashboard that aimed to better guide customers through the process, speed up processing times, and lower the burden on customer support.
The dashboard led to a 33% decline in inbound customer support emails over the first 5 months after launch, and positive customer & CS team feedback.
A snapshot of the dashboard
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Includes an interactive prototype, design process + more.