What is Passport Seva Kendra (PSK)?

PSK is a Government portal that delivers passport and other related services to citizens of India.

Why Redesign mobile PSK site ?

When one of my friend was planning to move to another country he had to fill in the details in this website, when discussed with him he said the overall experience of PSK was just monotonous and was a complex site to view in mobile. There were forms to fill in that was pretty frustrating as well.

That is when i closely had a look into PSK site and realized this could be an issue. And this was not just for normal user but also might cause issues for aged users as well.

Thus I asked around 7 users to view this website in their respective mobile device and provide their input. After discussing with them there were few aspects that required attention.

1. The view port of mobile device is small and the actual PSK site when viewed in mobile device is not responsive and has many UI/UX issues (PSK UI/UX Audit, the high overview of the issues are noted below in ‘Problem’ section, you can view the issues observed in-depth with the link provided).
2. The [number of smartphone users in India](https://www.statista.com/statistics/1229799/india-smartphone-penetration-rate/#:~:text=In 2023%2C the penetration rate,India was around 144.3 million.)** has increased to 71% also around 95% of people use [‘Android’ device in India](https://www.statista.com/statistics/262157/market-share-held-by-mobile-operating-systems-in-india/#:~:text=In 2022%2C Android held a,with 3.92 percent market share.)** hence the ‘Android’ mobile redesign was considered.

Problem

The website is non-responsive and is not accessible to everyone, hence the main aim was to redesign PSK mobile site was to create accessible and aesthetically pleasing website for all kinds of users.

Note: PSK UI/UX Audit has detailed UI/UX audit information.

What was the approach that was followed while redesigning?

Discover

User Interview:

The user interview was conducted for 7 users ranging from 23 to 60 years of age. The main aim was to focus on all kinds and age group of users so that the redesigned mobile website is accessible for all kinds of users.

Insights: