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  • Writer's pictureCydney Phan

Mobile Passport+ Case Study

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The Objective

Working within the design specs of our chosen parent company; our job is to build a possible prototype that would be a possible extension for the existing app. The final product should be cohesive to the overall parent brand and follows Apple's Human Interface Guidelines. This exercise is meant to simulate real world situations to which we are supposed to model our work within strict brand guidelines and produce an app for iOS.


Project Concept

The original Mobile Passport app was limited to the usage only when re-entering the U.S.: curating navigation to ease U.S. Customs and their questionnaires. With the extension of Mobile Passport+, the company is able to flex their innovative and forward thinking business model. The paper documentations that U.S. citizens so heavily rely on are antiquated and have yet to make any progress with its integration with technology: until Mobile Passport+. This new app extension will allow users complete control of any and all personal documents, who has access to the information, how it is used and where.

Press release can be found here.

User Research Synthesis


The Method:

I interviewed six candidates between the ages of 18 - 28 year olds. Their location ranging from Denver to Boston and Los Angelos.


The Findings:

The general consensus during the interview was that the app would be immensely useful however security was a massive concern for everyone but one individual. One interviewee mentioned how users of Apple Pay chose convenience over concerns of hacking and felt like this app was similar to the concept of digitalizing our credit cards. Two out of six of the users were immediately turned off by the idea of digitally implementing their ID, despite admitting the convenience and relating to scenarios that Mobile Passport+ would benefit their experiences at the bars, TSA, abroad, etc. The interviews provided that a sense of security was the main problem and solution to creating a desire, and thus an inherent need, to use Mobile Passport+.

Image of an affinity diagram: done in class to summarize all the characteristics of each interviewee to determine the demographic our designs should be catered towards.


An imagined market audience that embodies who would potentially be using the app, is not yet validated by data– evolves over span of research.

Proto-persona of Cass M. Lee: an avid traveler due to her journalism job and wants to streamline her traveling process.

Competitive Analysis:

Since an app specifically for maintaining and using your ID within the app is still  a relatively new thought and has major hurdles to go through to be considered a valid document by the government; there wasn't much competition in the market.

However, the closest one to this is "LA Wallet"; a state app that charges about $5 to use and is a ID scanner used only during cop pullovers. The others are mostly a document maintainer with no real scannable purpose. Design wise, the look and feel of "Folio" gives a sense of appeal due to its easy document scan and clean interface.

A look at the Folio, LA Wallet, digiID and Mobile Passport and how they held up in the six judging criteria.

User Journey Map:

Being that security was my main pressing concern for the functionality of this app, I highly focused on the what would make the user feel safe. Narrowing in on the login process, I decided that a multi-step login system would be the best way to create a sense of trust and security between app and human. The biggest thing was to not overwhelm and give choice to the level of security a person could choose; giving the user complete control of how much security will hopefully alleviate any frustration and impatient users yet still maintaining a face of protection.

User journey map of the login process for Mobile Passport+.

For the prototype's specific journey, it will lead the viewer through the "create an account" process. With two initializations of login, first at creation and a second at validation; this is one of many few steps that creates a safety net for the user so that they are confident in the app's security to enter in personal information.

Low Fidelity Designs

My low fidelity designs are created to mirror the simple elements that can be found in the parent Mobile Passport app.

Low fidelity screens of initializing the login process, the login steps, the main menu with all the documents and how the document would look like when viewed.

High Fidelity Designs

Most of the elements in my high fidelity designs are pulled from my low fidelities because I wanted the app to be easy to use and as intuitive as possible

Another aspect is the implementation of "Guard Time", a feature that instantly locks down the document information if the user hasn't interacted with their phone in a specific time. The user can set how long it would they would have access to their information before "Guard Time" is initiated, the below example is set for 5 hours. Similar to most apps and their instant log out over a duration, "Guard Time" gets the user more actively engaged and aware about their information status by notifying the user on the lock screen.

Project Retrospective

This project was a doozy and took me forever to even begin because ideas are honestly so hard to come by. However it was an incredible learning journey; there is so much that goes into the user experience of something– every facet has to be looked at and analyzed. Different from creating the dominos app, Mobile Passport+ had to be a certain way and maintain a certain feel when the users are interacting with it. I also think I went too hard into the app by providing it as much functionality as possible when in reality it's just a prototype. There was just so many different ways this could've turned out wrong, and that my current solutions don't truly solve the problem.

This app was strenuous in its form because it dealt with something that not everyone is going to instantly jump on board for: no one is going to so readily offer up their documentations to an app they don't feel secure in. Creating multiple safety nets and providing an ease to which the app is navigated was definitely something I'm totally not certain I did correctly and to its fullest potential. But I am proud of it, for my first solo prototype; I can proudly say I pushed myself, and I pushed myself HARD. In the end, I feel the app is comprehensive and I did get a better grasp of the human psyche and the mix of technology.

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