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How Dignifyd Tech Helped VFS Global Provided Instant Answers
About the Client VFS Global provides visa-related services to customers, supporting applicants through the visa process at its offices. In a visa services environment, applicants often arrive with questions, many of them small and practical. How quickly those questions get answered shapes the customer's experience and how smoothly each office runs.
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About the Client
VFS Global provides visa-related services to customers, supporting applicants through the visa process at its offices.
In a visa services environment, applicants often arrive with questions, many of them small and practical. How quickly those questions get answered shapes the customer's experience and how smoothly each office runs.
Why the Client Chose Dignifyd Tech
VFS Global needed a solution that would let customers get visa information independently, in a format that was easy to use inside its offices.
Dignifyd Tech took on the design and development of an interactive dashboard that customers could use on a touch display, similar to the self-ordering screens found in restaurants.
The engagement focused on two connected goals: making visa information easy to find, and making the experience simple enough for any customer to use without help.
The Challenges
When simple questions lead to long waits
Customers visiting VFS Global's offices often had to wait to get information about minor parts of the visa process. Even straightforward questions, such as which documents to bring, what the fees are, or where an application stands, needed a staff member to answer them. Customers with quick queries joined the same wait as everyone else.
Three challenges stood out:
Waiting for basic information: Customers had to wait in line or for a staff member to become available, even for minor questions about the visa process.
Repeated queries for staff: The same common questions came up again and again, taking staff time that could go to more complex customer needs.
The need for self-service access: Customers needed a way to find visa information on their own, at their own pace, while at the office.
The challenge was not only to answer questions faster. It was to give customers a dependable way to find the information they needed by themselves.
The Solutions
Interactive Self-Service Visa Information Dashboards
Dignifyd Tech built an interactive dashboard that runs on touch-screen displays installed in VFS Global's offices. Customers can find visa-related information themselves, instead of waiting to ask a staff member.
The dashboard covers the information customers would otherwise ask for in person, including:
Document checklists: The documents customers need for their application.
Fees: The costs involved in the visa process.
Application process: A step-by-step view of how the process works.
Appointment status: Details of a customer's booked appointment.
Application status: Where a customer's application stands.
Multiple languages: Information available in [Placeholder: languages supported], so customers can use the dashboard in the language they're most comfortable with.
Phase 1: Understanding Customers' Information Needs
The engagement began by looking at the questions customers were waiting to ask, from document requirements and fees to the status of their appointments and applications.
This made it clear that most of the information customers needed in the office could be made available through self-service, without a staff member's help.
Phase 2: Building the Interactive Dashboard
Dignifyd Tech designed and developed an interactive dashboard built for touch displays. Like a restaurant's self-ordering screen, it lets customers tap through clear options to find what they need, whether that's a document checklist, fee details, or an update on their application.
Multi-language support was built in so customers could use the dashboard comfortably in their preferred language.
Phase 3: Installing the Displays in VFS Global Offices
The dashboards were installed on interactive touch displays in VFS Global's offices, giving customers on-the-spot access to visa information during their visit.
The Results
Dignifyd Tech built an interactive dashboard that runs on touch-screen displays installed in VFS Global's offices. Customers can find visa-related information themselves, instead of waiting to ask a staff member.
The dashboard covers the information customers would otherwise ask for in person, including:
Document checklists: The documents customers need for their application.
Fees: The costs involved in the visa process.
Application process: A step-by-step view of how the process works.
Appointment status: Details of a customer's booked appointment.
Application status: Where a customer's application stands.
Multiple languages: Information available in [Placeholder: languages supported], so customers can use the dashboard in the language they're most comfortable with.
Phase 1: Understanding Customers' Information Needs
The engagement began by looking at the questions customers were waiting to ask, from document requirements and fees to the status of their appointments and applications.
This made it clear that most of the information customers needed in the office could be made available through self-service, without a staff member's help.
Phase 2: Building the Interactive Dashboard
Dignifyd Tech designed and developed an interactive dashboard built for touch displays. Like a restaurant's self-ordering screen, it lets customers tap through clear options to find what they need, whether that's a document checklist, fee details, or an update on their application.
Multi-language support was built in so customers could use the dashboard comfortably in their preferred language.
Phase 3: Installing the Displays in VFS Global Offices
The dashboards were installed on interactive touch displays in VFS Global's offices, giving customers on-the-spot access to visa information during their visit.
Conclusion
Faster access to visa information
By building and installing interactive self-service dashboards, Dignifyd Tech helped VFS Global give customers a quicker way to get answers to their visa-related questions.
Self-service access to visa information
Customers can now find document checklists, fee details, and step-by-step guidance on the application process by themselves, directly on a touch screen in the office.
No more waiting for minor queries
Simple questions no longer need a staff member to answer them. Customers can check what they need on the dashboard instead of joining a queue for basic information.
Real-time status updates on demand
Customers can check their appointment status and application status whenever they need to, without having to ask at the counter.
Outcomes
The engagement gave VFS Global a dependable self-service channel inside its offices, with support for multiple languages so more customers can use it comfortably. It also creates a strong foundation for measuring impact in the future, such as tracking dashboard usage and customer feedback.
A Smarter Way to Serve Visa Applicants
Long waits for simple answers can affect the customer experience, especially when the same questions come up every day.
For VFS Global, Dignifyd Tech built interactive touch-screen dashboards that let customers check document requirements, fees, and the status of their appointments and applications by themselves, without waiting for help with minor queries.
Want results like these? Talk to our team.
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