02. Challenge and objectives
Challenge/Problem: Assumption: DOL/DMV provides an inefficient, inconvenient customer experience. Design a service for an imaginary future when DMV closed all its offices and started to administer driving tests and issuing driver’s licenses at customer’s houses/work addresses.
Project Goals and Objectives: Research and create a prototype for a DMV licensing service on demand.
Deliverables: concept; research; user personas and user journey; user flow, low-fidelity and high-fidelity prototypes.
Project Background and Description: We conducted a survey which indicated that users overall found the DMV/DOL experience fairly average, but rated it poorly for the time and convenience of accessing these services through a DOL office. 97.3% of respondents said they would prefer to not visit a DOL office to get or renew a license, and over half would use a service where a DOL employee met them at their home or work instead. Our demographics included all Washington State residents. Because we were replacing an essential service of issuing state IDs, our solution needed to consider users of multiple ages, backgrounds, languages and ability levels.