Software instruments for law enforcement and customs officers

The Border Force goes digital

National Security

Embedded Devices

Global

Subtle white arrow pointing down
Opening for user experience design case study showing high bridge across large
CLIENTWorld Customs Organization
LOCATIONBrussels
TEAMCreative director, researcher, UX designer, systems architect, UI designer, project manager, program director
PROJECT WEBSITE

The World Customs Organization (WCO) is the international authority on customs and border security. The body oversees 98% of world trade and its role is to secure the international trade supply chain.

It created the IPM system, a real-time communication hub that connects border force officers on the ground and private members. After 4 years its usage remained limited to a handful of border agencies.

Research revealed that user interface issues were a major blocker to adoption. The WCO approached us to rethink the system. We adopted a user-centred approach to improve the usability. Following the release of the new system, usage grew to cover border agencies in 100+ countries and improved the results of ground operations manifold.


OUR CONTRIBUTIONS

UX Design

Responsive Web Development

Product Roadmapping

Software Application Architecture

User Research

OEM Software Development

Information Architecture

Quality Assurance

UI Design

Ongoing Support and Optimization

User Testing


Quotes

It is an excellent tool for Customs to combat IPR infringements.

Review for Design company from customer
Jürgen StockSecretary General @INTERPOL
User Exeperience and UI design to configure routes for goods transit

ULTRAFAST ERGONOMICS

Customs officers use the web platform all over the world, from the port of Frankfurt to the outback in Kazakhstan. To enable people with completely different backgrounds to use the system, we shaped the user experience with straightforward interaction patterns and we tested them with users before integrating them into the UI concept.

Web UI Design for user access management with country selection

A LOGICAL INFORMATION ARCHITECTURE

We completely restructured the information architecture according to principles from cognitive science. A logical overview and a coherent experience reduce the need for training and support, making it easier to scale the number of users. We hid little features in the app that educate the users about hacks for specific tasks. Thus, we have observed that as they use the app, their productivity goes up.

Quotes

The new version helped customs officers to improve their efficiency in policing shipments and controlling goods.

Logo of UX UI design project stakeholder World Trade Organization
Police office roping out of helicopter during operation with intelligence software

Web UI Design for user access management with country selection



CONTEXT AWARE COMPUTING

The app supports officers with as much useful information as possible. It can gather information from the context, from the database and from the command center, to interpret it and thus guide officers during interventions with reliable and comprehensive intelligence. The app becomes smarter every day as it is fed with new data and it builds a historical database.






Design elements

OUTCOMES

107 governments signed up to the system

200% increase in right holder user sign-ups

Platform use increased by 20% among officers and 67% among right holders

The system was used in field operations involving 2000+ officers

Training costs for officers were reduced by 78%

Significant decrease in support tickets and associated costs




See Also

WORLD TRADE ORGANIZATION

Technical Cooperation Activities: Information from Intergovernmental Organizations

CANADIAN SHIPPER

WCO successfully launches its IPM Connected program

WORLD TRADEMARK REVIEW

WCO’s global actions to tackle counterfeiting

SCIENTIFIC CONTRIBUTIONS

ORGANIZATIONAL CHANGE MANAGEMENT

Policing opportunities and threats in Europe

EUROPEAN JOURNAL OF POLICING STUDIES

Knowledge sharing practices and issues in policing contexts