CASE STUDY

Digitizing the DMV experience

 
 
 

Intro

I moved to Washington pre-pandemic and needed to transfer my license. I was not looking forward to starting the process of transferring my driver's license. Let's face it; no one enjoys going to the DMV (Department of Motor Vehicles). Most DMV offices have outdated systems, and the ongoing pandemic has made it even harder for people to get the services they need.

Almost every adult gets a license at some point in their life, so I set off to redesign the transfer driver's license experience.

 

The challenge

  • Digitize and improve the UX of transferring a driver’s license

  • Design for web and app

  • Redesign the Washington state DMV landing page

  • Redesign the driver’s license transfer page

Tools

  • Adobe XD

  • Miro

  • Pen & paper

Design process

 
 
 

Discovery

Also known as the "empathize" step in design thinking, I focus on understanding users by conducting research and challenging assumptions. 

I focused on the experience of a user transferring a driver's license to WA state.

Who is the user?

To better understand users, I created Jane Doe, a proto-persona based on my own experiences, assumptions, and what I believed to be true about the target user. Jane would help me understand some of the frustrations users could be experiencing. I would need to talk to real users to validate my assumptions.

 

How does it work? 

I spent time breaking down and analyzing the Washington state DMV online transfer driver's license application process. The goal was to identify and document any patterns, opportunities for improvement, frustrations, or anything else that seemed noteworthy.

The start of the online application was four pages deep.

 
 

What are users saying?

I created a short questionnaire and sent it to 3 friends that had previously transferred a driver license.

The goal was to get a sense of frustrations, fears, challenges, and feelings about their experiences.

Empathizing
with users

An empathy map helped me understand that users are worried about unnecessary exposure to COVID-19. The highlight was the different processes between states and different requirements making it confusing to know what is needed.

Users were worried about COVID and found different processes confusing.

 

Define

I combined my research and defined common themes of user problems and unmet needs. What do users say they want vs what they actually want?

 Common Themes

 

Prefer online process and services

Users expressed the desire to transfer their driver’s license without having to go to them DMV office in person

Information is difficult to find

It was not easy for users to find the information they needed and which documents would be required

Safety / COVID concerns

All users expressed concerns regarding potential exposure to COVID and a clean and safe environment

Different processes

Users expressed how different states had different processes making it difficult to know what to expect

 
 

Ideate

I started brainstorming and writing down thoughts to come up with many ideas. I focused on the issues and frustrations of the users and framed the problems in different ways to gain different perspectives.

How might we…

 

…make it an online process?

Leverage new technology and expand online services in web and app

…make information easy to find?

Clearly list what documents and steps are needed to transfer a driver’s license

… address safety/COVID concerns?

Communicate safety measures being taken and make it an online process

…standardized the process?

Provide a consistent experience by using the DLC (driver’s license compact) to share driver information between states

 
 
 
 

User journey

I used the Features Generator Miro template to begin mapping out the user journey of transferring a driver’s license.

The user journey would begin on the web and end in the app.

 

Prototype
& Test

 

I used pen and paper to bring my ideas to life, then refined them
using Adobe XD.

 

Sketching

I thought about the various scenarios the user could encounter and how the device they were using could affect their experience. I continued to ideate as I uncovered additional touch points.

The goal was to generate as many ideas as possible while focusing on the goal of each screen.

 
 
 

Prototype & test

I tested the prototype with a user several times and made various adjustments. I wrote clearer instructions and also made it easier to tell which action was next in the flow.

 

The solution

 

Leverage new technology

Leverage new technology such as OCR (optical character recognition) and identity verification to securely verify a person’s identity with a selfie and driver’s license.

New technology such as identity verification eliminates the need to transfer a driver’s license in person while also keeping people safe from COVID exposure.

 

Credit card scanning technology

In a world where almost everyone owns a smartphone, using technology that allows people to do everything online is not far fetched.

Credit card scanning technology allows users to quickly and easily make payments with their smartphone.

License Express allows users to transfer a driver’s license completely online.

 

License Express makes it easy for anyone to transfer their driver’s license completely online with a smartphone. Eliminating the need to go to a DMV in person keeps people safe by reducing the spread of COVID. A consistent experience across states makes it simple and easy for anyone to transfer a driver’s license from the comfort of their home.

 
 

Check out the prototype

Transfer your driver’s license

Get started online and continue the transfer process on the app.

Next steps

 

In a real world setting, I would seek expert help regarding laws. Any requirements would have to be taken into consideration. Guidelines would need to be established
to define what qualifies a user to transfer a driver’s
license online.

Other action items include: how to handle multiple document uploads, whether the information that is automatically captured needs to be verified by the user, helpful error messages, and more usability tests.

Personal learning

This project was a great learning experience. I enjoyed working on this case study because I was able to design something outside of the ordinary without many (real) restrictions. I was already aware of OCR (optical character recognition), but I learned about new technologies that made it really exciting to think about the future of design. I believe technologies such as bio-metric verification, identify verification, OCR, AI, and AR will revolutionize the way we connect and design.