I completed the Google certification course for UX Design and this was one of my projects I completed. This walks you through every step of the design process I followed to build the final product.

1. Engaging a new
workforce
Work permit navigator for
new immigrants
Andrew Maher

2. Project overview
This project began as a pet project for myself being an immigrant to Germany. Applying for
a work permit for legal immigrants is welcomed by the local government. Many though find
the process complicated and difficult to navigate. Often applicants are frustrated when
they are told they do not have the right documents for a particular step of the process.
The local government wants to improve this while also improving the working situation for
their employees who do not enjoy having to send people away when they are not ready. We
would like to understand if a mobile application will engage an immigrant applying for a
work permit, whether an improved experience is seen for both the applicant and the
employee. Finally to learn how we might fix those challenges.

3. describe how you will measure the impact
describe how the action will positively affect users (why)
describe who the action will affect (who)
perform specific actions (what)
by
We will measure effectiveness by
Our
.
will let users
product (what)
which will affect
.
GOAL STATEMENT
allowing them to visualize the process and know in advance the steps required
analyzing the processing time of new applicants for job permits
mobile application
how new & future immigrants will complete the work permit application process
Inform & identify the process and steps they need to complete

4. UX Design Process
Part 1:
Research

5. Interviews (Example of immigrant beginning new career)
Interview goals:
● I want to understand common challenges those just new to a country and trying to get started with their job.
● I want to identify challenges immigrants experience with the process of getting a job.
Interview questions:
1. Can you describe your current situation and how you look for jobs today?
2. What challenges do you face when you contact the jobs office? How does this make you feel?
3. Is there any way in which you feel these challenges could be resolved?
Target participant characteristics:
● New immigrant
● Unemployed
● Ages 20-55
● Include participants of different genders
● Include participants with different abilities

6. SAYS THINKS
FEELS
DOES
Empathy
Map “I am told I am
missing papers”
“They don’t
understand me”
Recent immigrant
looking to start
career
Registered with
foreigners office and
local officials
“How did you feel
when they didn’t have
the all the papers?”
-> frustrated & mad
Really wants to get
through the process
Why is this so
difficult?
Abdul

7. Abdul H.
“I want to get through the
application process and start
working”
AGE:
WORK:
FAMILY:
LOCATION:
EDUCATION:
25
Unemployed
Single
Frankfurt
College
Motivations
Price
Convenience
Personalization
Speed
Eco-Friendly
Goals
Frustrations
● Wants to know the process of applying for
work
● Wants to not waste time during the process
● “I am often told I don’t have all the papers”
● “Why do they make this so complicated!”
Preferred Channels
Telephone
Email
SMS
Social Media / Messaging
Mobile
Bio
Abdul recently immigrated from Pakistan to
Germany after completing university at
Lahore. He wants to work in the bio-chem
industry with his master’s degree in
chemistry. He has begun learning German
but is challenged by the formal language the
government uses.
Brands
Computer Savvy
None Pro

8. USER STORY
As a/an
I want to
so that
type of user
action
benefit
.
college educated recent immigrant
I can apply and start a career here in Germany
get through the formal government process and get his work permit
[Abdul]

9. PROBLEM STATEMENT
is a/an
who needs
user name
user need
insight
.
user characteristics
because
Abdul H. college educated recent immigrant
to complete the process of getting his work permit
he wants to apply for a job and start his new career

10. Maria B.
“I want to get qualified to work
as a health assistant”
AGE:
WORK:
FAMILY:
LOCATION:
EDUCATION:
17
Unemployed
Single
Frankfurt
High School
Motivations
Price
Convenience
Personalization
Speed
Eco-Friendly
Goals
Frustrations
● Wants to know how to get qualification
● Wants to learn how to be a health assistant
● “I don’t speak German”
● “I don’t know where to start”
Preferred Channels
Telephone
Email
SMS
Social Media / Messaging
Mobile
Bio
Maria just immigrated from Argentina and
wants to train to be a health assistant. She
has finished her high school degree in
Buenos Aires but doesn’t know much
German. Her father is German but left the
family when she was young and has no
known family in the country.
Brands
Computer Savvy
None Pro

11. USER STORY
As a/an
I want to
so that
type of user
action
benefit
.
High school educated recent immigrant
I can apply and start a career here in Germany
Enroll in training to become a health assistant
[Maria]

12. Goal: Apply for a training position to become a health assistant
Persona: Maria M.
ACTION
Learn the
application
process
Complete the
necessary steps
Submit
application
Receive responses Accept position
TASK LIST
A. Browse the
website
B. Learn the steps
needed
C. Download pre-req
list
A. Follow online
instructions
B. Find translator and
get papers
translated and
certified
A. Upload all papers
and submit
application
A. Receives email
B. Logs into portal and
views options
C. Chooses from
selection desired
option
A. Receives email
B. Logs into portal
and accepts offer
to the program
FEELING
ADJECTIVE
● Eager
● Curious
● Excited
● Optimistic
● Worried
● Enthusiastic
● Curious
● Trusting ● Satisfied
● Relieved
● Excited
IMPROVEMENT
OPPORTUNITIES
Include videos in
different languages to
explain the process
Offer online chat
option to speak with a
specialist
None Again offer online
chat to help her
understand what
responses she
received
Offer to have all
information mailed to
her address for her
records

13. PROBLEM STATEMENT
is a/an
who needs
user name
user need
insight
.
user characteristics
because
Maria B. high school educated recent immigrant
to get training as a health assistant
she wants to apply for a job and start her new career

14. UX Design Process
Part 2:
Ideation & lo-fi prototype

15. “Abdul is a college
educated recent
immigrant who needs
to complete the
process of getting his
work permit because
he wants to apply for a
job and start a new
career.”

16. “Abdul is a college educated recent immigrant who needs to complete
the process of getting his work permit because he wants to apply for a
job and start a new career.”
All websites from the local
government are in German language
- “List of alternative languages
in-app to assist the user to
understand the process”
- “Keep text to a minimal to assist
those with poor language skills”

17. “Abdul is a college educated recent immigrant who needs to complete
the process of getting his work permit because he wants to apply for a
job and start a new career.”
Work permit process is very clear but
complex.
- “List of all documents with
examples of what they look like”
- “Progress bar indicating
progress through the process”

18. Wireframe
(Home)
Language icons
Service options

19. Wireframe
(Do you
have?)
If ‘no’ then options of
how to correct appear

20. Lo-fi
Prototype

21. UX Design Process
Part 3:
Usability study

22. Usability Study
Research questions:
1. Do users find the process and navigation clear and
easy to use?
2. Are there any parts of the experience where the
users get stuck?
3. Are there more features that users would like to
see included in the app?
4. Would users likely be more satisfied when using
the app?
5. Do users find the website to be desirable over
visiting the offices?
Methodology:
1. Type: Unmoderated usability study
2. Location: Each user conducted usability study
from their own home
3. Date: Sessions planned for May 02, 2021
4. Length: Each session will last 15 minutes and will
include an introduction, a list of tasks, followed by
a short questionnaire

23. Affinity
Board

24. Prioritized
insights
Priority 0
1. Based on the theme that: most users feel they will not succeed, an
insight is: providing more guidance in the exact documents needed.
Priority 1
1. Based on the theme that: some users felt there are too many clicks to
get to the schedule appointment screen, an insight is: to add a “jump to
schedule” option.
2. Based on the theme that: a few users also wanted an option to send
appointment details to their email, an insight is: add an email option.
Priority 2
1. Based on the theme that: some users are unsure of the document types,
an insight is: to add more details about the types of documents in an
FAQ.

25. UX Design Process
Part 4:
Hi-fi prototype

26. Hi-fi
Prototype

27. Hi-fi
Prototype

28. Design
System

29. Engaging a new
workforce
Prototype link:
Work permit navigator for
immigrants

30. UX Design Process
Part 5:
Learnings & next steps

31. Accessibility & learnings
This project was built to address an issue many immigrants coming to Germany face; an opaque process
for obtaining a work permit. This begins with the language barrier most experience. Formal
administrative language is used which even for an experienced German person find difficult to
understand.
This mobile application was designed to reach far more people with multilingual options as well as
examples of the documents requested.
Multiple user testing showed that even more detail is needed to make this more useful. An example is if
Russian language is chosen, then examples of Russian documents should be presented. A few users
requested an option to send a message to an administrative employee in order to “test” and see if their
documents were the right ones.

32. Next Steps
More iteration and testing is needed to make this prototype more useful. The process of getting a work
permit is complex but very well defined. Making this process more accessible and efficient is the target.
Once the work permit process is completed there are a large number of other governmental processes
which are not easily accessible to those with poor German language skills. This should be presented and
discussed with the Digital Minister of Hesse.
My personal story was relived during this project. Over 30 years ago I also made this experience
however had an advantage; my partner is German and accompanied me through the process. The
process is now documented on the internet (which did not exist) however the formal language used
makes this very challenging.

33. UX Design Process
Design a tool to help first-generation immigrants
start a new career