User Experience, User Interface
Users have to visit in person to complete many tasks, often with unneccessarily long wait times, even sometimes not being seen same day. Complex information is presented primarily on their website in a clunky and obscure way. Finally, the staff have a tough and uninspiring job and often don't have an incentive to be as kind or quick as we'd like them to be.
Research, UX, Wireframing, Prototyping
Dillon Sturtevant: UX, Interaction Patterns
Natalie Fajardo: UX, Identity, Prototyping
—Experience with staff varies widely.
—Required Document List is a headache and user might need to come back again if they’ve misunderstood it.
—There aren't enough offices in the city, and sometimes users are required to take a long trip to the suburbs.
—Hours outside of normal work times (ie. weekends or evenings) are extremely limited.
We want to communicate the requirements in a much more user-friendly way, while still giving the user the ability to find details and a full list of identity document possibilities.
There are many users and use cases to solve for in the DOL. We decided to focus on a person trying to get their driver's license for the first time, because it is one of the most involved use-cases. When we solve for a complex case, a lot of answeres are already there for simpler cases.
Fogell is working towards his first Driver’s License in Washington. He got his Learner’s Permit while brick-and-mortar DMVs still existed, and has now downloaded the new WA DOL app to continue on the road to being an independent driver.
—Failing the test —Not being able to figure out how to complete all steps himself —Long wait to get a test slot —Trouble getting to the location —Parents unsupportive or slow to help
The DMV is closing and it’s the best thing ever, because we’re creating a new digital platform to cover all of the DMV tasks along with light-weight kiosks at local libraries. It will be cheaper, more convenient, more flexible. Our app functions as a task-management platform for all your motor vehicle needs. Public opinion will go way up. For driving tests, agents come to the user's neighborhood for a scheduled appointment with their agent kit.
Our user is pursuing his first license, so this homescreen is the workspace for a first-time license. He has five tasks to complete. When a task is started the app will move it to the middle “In-Progress” column. When a task is complete the app will move it to the right. The driving test cannot be scheduled until the other tasks are all complete. This is our solution for helping the user understand what he has to complete at-a-glance, a huge improvement over the DOL’s current way of sharing this information.
All items will fit into a standard-sized briefcase
The DOL agent will pull up the test taker’s profile and grade them on the WA DOL app platform via the tablet.
The DOL agent has the headset loaded with a smartphone-based vision test app. Users will perform the vision test while they are seated in the car, before taking the driving test.
Portable ID Printer.
Users utilize a lightweight kiosk at their local public library to take their official license photo (which helps confirm identity) and to meet the DOL agent who will proctor their test. There are also iPads at the kiosk running the WA DOL app for users that aren’t able to use their own device to access the DOL.
While we received some feedback that there should be no physical space component, we felt that inclusivity and accessibility was paramount for a solution with so many use-cases and users.
One of the most complex parts of using the DOL is identity documentation, because of the wide variety of possible docs and the "if, then logic" based on what user's best documents are. We broke it down into digestible categories, and we believe our upload system significantly simplifies and eases a touchpoint currently full of pain.
We utilize brief contextual tutorials in various parts of the app, notably here, to inform and guide users through the process.