How consular sites are used
Almost everyone on an embassy website is there for one of three reasons: applying for a visa, obtaining or legalising a document, or dealing with an emergency abroad. All three are time-pressured and two are stressful. Yet these sites typically lead with diplomatic news, bury consular services several clicks down, publish requirements that are out of date, and handle appointments by email.
What we build for a mission
First, consular services as the primary navigation, each with requirements, fees, timeframes and a visible last-updated date. Second, appointment booking with real capacity, since the appointment bottleneck is what generates most complaints. Third, an emergency contact route that cannot be missed, available in every language the mission serves. Fourth, genuine multilingual publishing, because the people who need consular help most often read the local language.