Improving the DMV's customer experience.

DMV REDESIGN

DMV REDESIGN

With a heavy reliance on forms and a poor reputation, the DMV is not an enjoyable experience. This project strives to create a better DMV experience for its customers through a reliable appointment preparation and assistance application.

With a heavy reliance on forms and a poor reputation, the DMV is not an enjoyable experience. This project strives to create a better DMV experience for its customers through a reliable appointment and assistance application.

ROLE

Concept, Visual, UX/UI

DURATION

4 weeks, Spring 2018

dmv_banner

00 ─ PURPOSE

The DMV's reputation is plagued by a string of poor experiences while visiting the office.

The DMV's reputation is plagued by a string of poor experiences while visiting the office.

For many drivers, a trip to the DMV warrants understandable stress and frustration. With an abundance of paperwork and a poor customer experience, it's no surprise that customer's dread a visit to the DMV.

01 ─ RESEARCH

Understanding peoples past experiences at the DMV.

Understanding peoples past experiences at the DMV.

I conducted a user survey of 31 drivers and DMV customers, hoping to better understand how my users currently schedule and prepare for their appointments, as well as their past experiences with the DMV.

80%

Don't schedule appointments online

Users more often choose walk-in appointments, which can lead to increased wait times.

85%

Reported wait times of 20–30+ minutes

Users reported that their DMV visits are often cluttered with long, boring wait times.

67%

Consistently surprised by additional forms

Although users did their best to go prepared to the DMV, they were still left surprised by new forms that they hadn't yet filled out.

77%

Are dreading visiting the DMV

Users showed a large amount of distaste for the DMV, especially when based upon their past experiences at their local office.

Breaking down an existing DMV form to find areas that my design can improve upon.

Because a central part of my project was redesigning the approach to DMV forms, I chose to take an in-depth look into an existing form (MV-82) in order to pull out specific areas I could focus on in my solution, as well as establish the broad range of problems associated with the current form.

Unnecessary Sections

Because the form content is presented in a singular, paper structure, the user must read through and mentally separate sections that unnecessary to them as a driver.

Redundant Owner and Vehicle Information

If a user were required to fill out multiple forms, repeatedly filling out the same information about themselves and their vehicle becomes redundant and frustrating.

Owner+Vehicle Info

Vehicle Damage Report

Not only is the copy confusing and complex, but the information that is asked for is not readily available for the user to fill out.

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Analyzing the MV-82 Form

After pulling out specific problem areas, I took a general look at the form and noted broader areas to improve upon.

After pulling out specific problem areas, I took a general look at the form and noted broader areas to improve upon.

dmv form

Content Hierarchy

There is very little hierarchy on the form, with no clear focal point established.

 

 

Visual Clutter

Form content is packed together and very similar visually, leading to an unflattering and overwhelming design

 

 

High Chance of User Error

Confusing copy and information overload can trip up a user, leading to incorrect information being filled out.

There is very little hierarchy on the form, with no clear focal point established.


Visual Clutter

Form content is packed together and very similar visually, leading to an unflattering and overwhelming design

 

High Chance of User Error

Confusing copy and information overload can trip up a user, leading to incorrect information being filled out.

Crafting relevant stories around the needs of my users

After gathering research on my users, I set to defining three stories that revolved around the multiple needs that I recognized through my survey and form research.

The Prepared User

As a working mother with multiple kids, I want to be able to fill out my forms online or on-the-go, so that I can have my forms done and ready    for when I visit the DMV.

The Limited Time User

As a young adult busy with my job, I want to schedule my appointment while on the go and integrate it with my other applications so that I can make my appointment as quick as possible and get back to the more important things in my life.

The Waiting User

As a teenager visiting the DMV for a permit test, I want my time spent in the waiting area to ready me for my appointment so that I can be more prepared for when I go to the front desk to take my test.

As a teenager visiting the DMV for a permit test, I want my time spent in the waiting area to ready me for my appointment so that I can be more prepared for when I go to the front desk to take my test.

02 ─ PROJECT GOALS

A more prepared driver

Ensure users are prepared for their visit to the DMV by allowing forms to be filled out on-the-go.

A new approach to forms

Turn the outdated and mundane paper forms into a simplified, interactive experience.

A more effective check-in process

Ensure no driver feels left behind by designing an easy and helpful check-in experience.

Make wait times meaningful

Offer users helpful and relevant content to fill their time as they wait for their appointment.

03 ─ WIREFRAMES & VISUALS

Wireframing content for multiple devices and functions

Wireframing content for multiple devices and functions

After my research, I moved into desigining wireframes around the core goals and functions my application would possess, as well as how the interactions on the check-in tablet would guide the user.

Establishing visual consistency

To feel relevant to the current DMV experience and seamlessly integrate into the DMV's current design, I chose to follow the DMV's official branding guidelines for my application. This guided my typeface of Proxima Nova as well as the colors of my application.

colors
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04 ─ MY SOLUTION

An on-the-go application combined with a personalized, efficient appointment process

An on-the-go application combined with a personalized, efficient appointment process.

My solution focuses on leveraging up-to-date technologies to best prepare users and make their experience at the DMV as painless as possible. My design solution will exist in multiple environments, a mobile setting for on-the-go user, as well as an in-office tablet based check-in system.

Vehicle Appointment Card

Once an appointment is made, the appointment card is added to the home screen, and is able to be expanded on tap. Once the user checks into their appointment, the card updates to show the average wait time of each customer.

Group 9-4
Task List

Personalized Task Lists

The application generates a simple, personalized appointment task list to make sure the user is ready and prepared for their DMV appointment.

Quick and Easy Forms

The application leverages auto-generated content based on the users profile and inputted information to prevent the need to fill out unnecessary sections. As well, the form utilizes simplified, yes or no based questions to avoid confusing the user with contradictory or redundant copy.

Group 9-1
Group 9

QR Code Check-in

Once a user expands the appointment card, they are given all the details of their appointment as well as a custom QR code to scan during check-in. Once a user checks in, the card updates to show average wait times of each customer as well as unlocked content.

Easily Schedule Appointments

Scheduling an appointment in the application is made extremely simple, and utilizes generated content based on the user's profile or linked calendar to streamline the process.

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Unlockable and Useful Content

Once a user checks in and completes all their appointment tasks, the application occupies whatever wait times they may experience with unlocked content, such as a permit quiz!

Once a user checks in and completes all their appointment tasks, the application occupies whatever wait times they may experience with unlocked content, such as a permit quiz!

Friendlier Check-in Process

In order to streamline and personalize checking in for an appointment, the check-in flow is both simple but amiable, welcoming the user in a friendly manner. 

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FINAL DESIGNS

FINAL DESIGNS

FINCONCLUSION

Pushing myself to design for multiple environments was very rewarding.

Pushing myself to design for multiple environments was very rewarding.

Through this project, I was able to gain a better grasp not only of my strengths (and weaknesses!) as a designer, but also practice designing around users with specific needs and goals. Moving forward, I would like to further explore how the check-in process can help a user, as well as what other functions my application can help with.

TIME FOR ONE MORE?

Designing the future of the Forbes experience.

forbes

SORRY, NO MORE TO SEE

But here's more about me! I'm a user experience designer who isn't afraid of the hustle, but is terrified of the Goliath Birdeater Spider. I'm an early 2000's pop lover, and I make a mean buffalo chicken dip. Wanna talk? Get in touch!

SORRY, NO MORE TO SEE

But here's more about me! I'm a user experience designer who isn't afraid of the hustle, but is terrified of the Goliath Birdeater Spider. I'm an early 2000's pop lover, and I make a mean buffalo chicken dip. Wanna talk? Get in touch!