CBP One · A single public platform

At a Glance

The situationFederal services scattered across separate apps, in a policy- and privacy-sensitive context.

My roleHead of Design, leading the ten-person team behind the work.

The workOne public platform for travelers and frontline officers, down to the mark it shipped under.

What changedOne app instead of many; six million downloads.

The story.

CBP’s services lived across separate apps. I-94 in one, appointments in another, vessels in a third. People had to know which part of the agency they needed before they could get anything done.

We argued for one app. One place to find the right service, in your language, on the phone you already have. It tells you what you need before you start and structures what you send ahead, making the process clearer for both the traveler and the officer.

I also drew the mark it shipped under. The CBP One logo started as my sketch.

I was Head of Design at Dignari, leading the team behind the work. CBP One launched in October 2020 and became the most widely used public-facing product our practice worked on.

I-94 in one app. Appointments in another. Vessels in a third.

Now one
app.

Launched October 2020

What it became.

6,000,000+

Launched in October 2020. Six million downloads. 813,000 appointments scheduled between January 2023 and August 2024. At that scale, the design system disappears. What matters is whether the product works. The numbers belong to CBP. I led the design team behind it.

What changed.

One app instead of many: travelers no longer need to know which part of the agency they need before they can get anything done.

The process got clearer on both sides of the counter — what to bring, what to send ahead, for the traveler and the officer.

The platform shipped under a mark that started as my sketch, and became the most widely used public-facing product our practice worked on.

This was a service-design problem before it was an interface: bringing travelers, officers, policy, and privacy together around one public front door.