Wayfind: Simplify International Travel

Wayfind is a service that gives relevant and accurate visa information and processes visas for users. Users are given requirements in one single checklist and can create their own schedule. Users can also find answers and advice to their specific needs by asking other Wayfind users.

The Wayfind project began with the basic goal of simplifying international travel. Through a series of user interviews and listening labs in which we observed users planning and finding information about upcoming trips, we noticed that the single biggest challenge for users was finding, in one place, the information they needed in order to fill out and obtain the documents they need for travel. Short of reorganizing government agencies, we conceived of a service that knows who the user is, and is able to produce a simple checklist and timeline in preparation for their trip.

This project was completed with my classmate Pamela Jue, for the Strategic Innovation in Product/Service Design class in the IxD MFA program at SVA.

The Service: A simple, straightforward answer to the question, “Do I need a Visa?”


Pitch Deck:


User Research: Methods & Findings

In our first round of research, we interviewed travelers at a hostel in New York, to catch them during their trip, and see if we could pick up any patterns in user needs. To our somewhat surprise, most travelers were satisfied with how their trips were going, though some mentioned questions in finding information leading up to their travels.

In our second round, we interviewed travelers planning a trip, and sat in with them as they searched for information.

An overview of our research process, which involved a first set of interviews that ended up challenging some of our assumptions about what travelers are looking for. A second round of interviews and listening labs allowed us to hone in on a specific problem we could start to create solutions for.

The result of one of our listening labs, this chart shows the research journey we found many of our users faced when looking for the answers to simple logistical travel questions. This particular user spent about 20 minutes trying to find a simple answer to her visa question, and ended up giving up completely.