UX/UI PROJECT: DMV-redesign

dmv redesign

school team project: a prototype for a new service (applying for driver's licenses online)

Third quarter of Graphic Design program at Seattle Central Creative Academy.
What if DMV closed all its offices and started to administer driving tests and issuing driver’s licenses at customer’s houses/work addresses? We built the UI/UX flow to image how it would look like.

InVision Prototype

Tools/Skills:

UX Research – Survey, Affinity Diagramming, Whiteboarding, Brainstorming, Personas; Prototyping – Sketch, InVision, Illustrator

Collaborators:

Anna Atiagina, Michelle Noelke, Erin Millman

Problem:

DOL/DMV provides an inefficient, inconvenient customer experience.

Solution:

A user-centered process which allows users to take care of the bureaucratic steps in the licensing process conveniently and on their own time through a centralized web portal, and arrange in-person visits at hours and locations that better fit their lives.

Research:

Survey 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.

Demographics:

All Washington State residents. Because we are replacing an essential service of issuing state IDs, our solution needs to consider users of multiple ages, backgrounds, languages and ability levels.

Time:

1 month

Process

We began by examining the existing service and legal requirements, and dividing the necessary tasks into two categories: those which require a DOL certified employee to be present, and those which do not. Any tasks which did not require a DOL certified employee to be present are handled through our centralized web portal, keeping our in-person visits quick and efficient for the user and the service. We brainstormed solutions for how to equip the vehicle to accomplish all DOL office tasks (eye test, photo, driving test, ID printing, etc) remotely.

In order to solve the maximum number of user cases, we focused our web portal prototype around solving the task flow of a user who is under 18 years old, and getting their first state-issued ID. We created a user flow from onboarding through setting up the user’s first RUNDMV visit from our service, starting with screen wireframes and iterating through multiple levels of fidelity to arrive at a final prototype.

Next steps: Next steps would be to expand our prototype for our under-18 user flow to model all possible choices and outcomes including error states. Additionally, we would need to validate our current prototype through user-testing, and apply insights from this process to the next iteration of prototype.

InVision Prototype

Research Presentation

Reflection

Among the things that I found especially important:

  • Team work.
    You can get a lot of work done if you are a part of a cool committed team. First time I worked on a prototype as part of a team: my job was making initial wireframes, another person was respoinsible for icons and the third person worked on branding. We managed to accompllish even more than we planned this way
  • Personas really help.
    I was responsible for creating personas for this project but before I thought that it is almost a waste of time. On this project we REALLY used personas. We had four different user personas (that can be seen here), and although we had chosen to create one workflow for a particular persona, we were always considering how other personas will be using the same interface and how we should design it so it doesn't require too many changes for other workflows). We were talking about our personas all the time, and it really helped that they have names!
  • Pairing Sketch and InVision.
    I started to learn Sketch before but I have never synched it with InVision before. I have installed Craft plugin for this project, and I became a big fan of these two tools working together.