The system is a real-time communication hub that connects border force officers on the ground and private members.
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.
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.