Problem Statement
Vision Statement
Design Process
Service Blue Print
User Research
Main Tasks
Problem Statement
Case Study | Deliverable Application Process
DMV.ca.gov was designed to allow users to make appointments and complete the basic steps of the license application process. We have observed that there is a lack of transparency in the application process and insufficient support features for license applicants, which is causing frustration, wasted time, and confusion for our users. How might we improve DMV.ca.gov so that our users can complete their applications faster, identify errors earlier and resolve them more efficiently?
Vision Statement
We believe that creating a platform for individualized service through the DMV webpage for license applicants will result in a smoother and more connected user journey. We will know it is successful when we see a reduction in time spent on each application as well as an increase in user satisfaction.
Design Process
Service Blue Print
User Research
Paper Test: Two rounds of testing paper prototype with three total participants. Prototype edited between tests. Added on boarding screens and additional feedback upon task completion.
User Test: Three rounds of testing with five total participants. Prototype remained static between tests. Further refinement of interactions and screen order based on tester feedback.
User Research Insights
Main Tasks
We broke the entire application process down into five tasks. For our prototypes, we concentrated on the first three steps which take the applicant up to their first DMV office visit for the written test.
