As part of a comprehensive ERP platform for a major tour operator, the Visa Management Subsystem was developed to automate and streamline the high-volume, logistics-heavy process of visa application handling. The goal was to minimize manual effort, increase scalability, and ensure smooth coordination between head office, regional branches, consulates, and internal departments.

While the ERP system was originally planned using a Waterfall methodology, the real development of the visa module quickly pivoted to an Agile, iterative approach due to its complexity and dynamic business requirements.

As Product Owner, I led the visa subsystem from ideation to full release. My responsibilities included:

• Running discovery interviews with visa officers, travel agents, and regional branch stakeholders;
• Gathering and analyzing business requirements;
• Defining the product roadmap and maintaining the backlog;
• Writing detailed specifications and diagrams;
• Leading sprint planning, backlog refinement, and release coordination;
• Organizing demos, stakeholder reviews, and training sessions to drive adoption.

A critical success factor was ongoing collaboration and negotiation with stakeholders — including the head of the visa services department, regional office representatives, and internal shareholders — across all project stages, from business analysis and planning to rollout and feedback loops.

We followed a Lean MVP approach, focusing first on two high-value user stories:

• As a travel agent, I need to book visa services quickly and transmit client information to the operator.
• As a visa department manager, I need a clear list of visa bookings and their statuses to manage the application process.

While the project started with Waterfall planning, we adopted Agile practices: iterative development, sprint-based delivery, frequent demos, and fast feedback loops. We also used a prototyping approach to validate UI and workflows early, especially helpful due to the cross-departmental nature of the system.

Key functionality included:

• Configurable visa services by destination and consulate, with specific document requirements and lead times;
• Dynamic document checklists per visa type, with file uploads and status tracking;
• Integration of barcode scanning, labeling, and physical document bundling;
• Batch processing of applications and logistics routing between offices and consulates;
• Configurable status flows: request → processing → submission → approval/rejection;
• Fully redesigned document templates, in collaboration with the UI designer, to improve clarity and consistency.

We also implemented multiple integrations (via API and structured files) with consulates as external suppliers. These were used for data submission, tracking, and status updates — and required close planning, testing, and validation in cooperation with each partner.