Service Experience Design

For Indian Passport

Seva Kendras

Ketki Agashe| Guide: Prof. Pramod Khambete| Guide: Prof. Uday Athavankar|

1 Note: This is a brief summary of the complete project |

ABSTRACT Passport services have been available to the masses of India since the Passport Act of 1967 but even today getting a passport has been a complex and tedious task. To avoid these complexities, most people opt to hire third party agents to assist them with the application process. These agents, despite being unauthorized by the Government to provide such services, charge substantial fees and are often the source of illegal applications. Over the years the Government has attempted to make a few improvements to the passport application process, the most prominent being the Passport Seva Kendra(PSK). PSK was started in 2007 by the Government of India, and is operated by Tata Consultancy Services(TCS) with the aim of making the Indian Passport Service more accessible. Within a year, more than 50 such PSKs were started in different parts of India. As the number of people applying for passport keeps increasing on a daily basis, the service offered by the PSKs needs to be redesigned to keep pace with the increased demand and to make the overall application process, from application submission to tracking to delivery, a more transparent and convenient experience. The aim of this project is to analyze the current ecosystem of passport services, find out the missing links in the system and suggest possible better solutions for making it well accessible and easy to use for the applicants.

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USER STORIES I had to take help

from an agent because I couldn’t get

an appointment on my own

The process was easy till submission of the application. I wasn’t well informed of the

process later on.

I thought I knew about the documents required. But I found out at the time of my

appointment that they were

inadequate.

Online application, payment was quite

difficult for me.

Applicant, Age: 30, Normal Application, Pune

Applicant, Age: 50, Normal Application, Bombay

Applicant, Age: 25, Tatkaal Application, Pune

Applicant, Age: 42, Normal Application, Thane

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EXPERIENCE MAP Need for a passport

During Application

At Passport Seva Kendra

Police verification

Receiving the passport

• Ask a friend or family member who has applied

• Visit website • Decide how to

apply

• Fill & submit the online form

• Online pay • Book an

appointment OR Pay extra to the agent

• Go through 3 steps of verification

• Photo & Signature verification

• Get a receipt, if through verification

• Get a call from Police

• Go for verification

• Fill up & submit form with documents

• Wait for the passport

• Receive passport through post

in person

ACTIVITIES

Anxiety Confusion

Helplessness

Irritation Confusion

Anxiety Boredom

Excitement/ Tension

Confusion

Tension

Anxiety

Excitement Happiness

EMOTIONS

TOUCH POINTS

POSSIBLE DESIGN SOLUTIONS

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WIREFRAMES:

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MAIN PAGE:

NEW USER SIGN UP:

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APPLICATION STATUS: (INTERLINKING OF APPLICATION NUMBER BETWEEN THREE TOUCHPOINTS)

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FEE CALCULATOR: (TO USE PRIOR TO THE APPLICATION)

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THANK YOU! The overall project is very interesting and includes a lot more

than this. Let me know if you need more details .