I had the pleasure of working on the Saudi passport renewal service on absher portal, where I faced many encouraging challenges that I was able to tackle and overcome thanks to the help of my colleagues. The design process started with a research plan to help us get a clear vision and goal on what are the user pain points and how to solve them. We visited multiple passport offices across Riyadh and Dammam with the goal of meeting the users and understanding their needs and pain points during the passport renewal process. After sitting down with multiple users, we found out that some of the users are not aware that they have to handover their old passport in order to receive / activate the new one. The data and insights we obtained from our research helped us shape up the final design and user interface. But we didn’t stop there, we wanted absher user to have the best experience from A to Z, we wanted to go beyond the screens and digital interactions. Therefore we decided to print the passport activation steps on the passport envelope that way the user can be aware of the passport activation process and will avoid any problems and delays of the passport.