DMV SERVICE REDESIGN Breea Kelly • Interaction Design • Fall 2013
TABLE OF CONTENTS Research
1-7
User Task Flow
10-15
Service Redesign
20-27
Final Renderings
30-37
RESEARCH
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Heuristic Evaluation of Website Orientation + functionality
Navigation + information architecture
Forms + data entry
Trust + credibility
Some tasks are singled out and highlighted in attempts to ease navigation. This website only functions with the help of the Colorado state website. It relies on this website for the bulk of tasks available and needed by the user.
The navigation is fairly simple. Broad ranges of options are provided on the left side of the page, and to the right the navigation is broken down by requested usage and need forms. The categories often contain 10-15 subcategories or options.
The forms used are basic and usable although most reside on a different website. Some of these forms warn the user of difficulty and or the need to stay attentive and organized while filling out your information.
With the constant reference of the Colorado State website the information and directions available seem very reliable. Their connectivity and social media pages add an additional reinforcement of authenticity
Quality of writing and content
Search tool
Help + feedback + error tolerance
Page layout + aesthetic design
Most of the writing is easily understood and can be followed step by step until completion. Some topics are broken even further than others depending on difficulty or needed documentation.
The search function filters the whole Denver Gov. website, this includes a wide range of categories from Visiting Guides to Government Services. Finding what you need may become difficult if a broad topic is searched.
Help seemed to refer you back to the original layout instead of a simplified version with tips or one-on-one help. To the right of the page they elicit feedback although I am unsure if it would be noticeable if not looking for it.
The layout of this website could be re- thought for this particular section. Aesthetically, the graphic style is uniform and refined.
Overall This website on a scale of 1 to 5, would fit right in at 3.5. I found that the information is clearly presented if one is using this website as a precaution before visiting a branch. Most of the tasks discussed can only be completed at the branch and the small amount of options that can be completed online rely on an alternative website. When being re-directed to this page, one may become very confused, frustrated or lost.
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WORK FLOW | DENVER DMV WEBSITE
REGISTER VEHICLE
Title and Registration
Registration Renewals
Redirected to Colorado state web portal for forum
RENEW DRIVERS LICENSE CHANGE ADDRESS
TRANSFER TITLE
Refer to “State of Colorado” website or call phone number
Read another set of instructions
Address change
Follow instructions
Start using online renewal services
Fill out Forum
Enter Driver’s Licenses subsection
Redirected to Colorado state web portal for forum
Submit
Renew Online
Review instructions & requirements
Continure
Continue
Collect documentation
Used Vehicle Purchased from a Private Party
Filter content
Key Path Work Flows
Choose to request an address change
Read tons of documentation precautions
Fill out form
Submit
Finish the deal
Results: Preforming a heuristic evaluation and task flow let us explore the complete extent of each task available on the website. From here we needed to indentify the users needs and how some design chages could meet those needs.
3
Branch Assesment
Overall When approaching this particular branch on Pierce St. the entrance is in the back of the building; this can be easily found from the front using posted way finding. The outside of this building is intimidating, when entering this feeling will persist until personnel are actually assisting you. Upon entering the waiting area the seating is centrally situated while workspaces and cubicles line the circular room. Depending on your personal need the stations are labeled in order to be seated closer to them. Above, multiple screens aid to the number calling system visually, while simultaneously working with auditory projections. Because this space is full of commotion, it relies on the user to be attentive and actively participating in order to remain a fluid system. Some aspects of this space when being used showed signs of being physically uncomfortable and could benefit from some new furniture.
4
EVALUATION | DENVER DMV BRANCH
Strengths
Weaknesses
+ Fairly clean + Good spatial flow + Supports user tasks and goals + Efficient calling system implemented + LCD interface attends to current customers and previously called customers + Assistance is provided upon entrance (kiosk + attendant) + Isolation of money handling services eases flow + The circular layout is an efficient use of space
- Small misuse of LCD interface - Appointment system isn’t introduced early in the system - Customer service personnel are not consistently helpful - Lack of small amenities that may be needed when waiting in line or for service
5
User Needs
6
Branch
Web
Both
[B1] There needs to be an awareness of the appointment system’s availability at the branch. [B2] The branch should make the user aware of the appointment system’s availability. � redundant [B3] The user needs reference points throughout the branch process in order to prepare the user for their experience. [B4] The paging system needs to be more prominent, so people can be attentive.
[W1] The branch appointment system needs to be more accessible on the web. [W2] The online services needs to be more apparent on the web. [W3] The user needs reference points throughout the online process in order to complete online tasks. [W4] The required materials for the branch should be apparent on the web.
[W5] The user needs reference points on the web to prepare them for the branch experience.
NECESSARY DOCUMENTATION
- Proof of address - Proof of identity - SSN (sometimes) - Record of license status - Method of payment
Form information about user
Finish scheduling appointment
KEY PATH | RENEWING DRIVER’S LICENSE (WEB)
System prompts user to verify that they are prepared for processing
Find website
Select category: Renew Driver’s License
Determine what is needed to complete process
R : W2
High-level description
Tell user what they can do here
Constraints
Start online
Start completion at branch
User gets web form
User misses field or enters data incorrectly
System confirms & prompts scheduled appointment User fixes error
User submits completed form
R : W3 & B3 For however long processing lasts indicate user progress R : W4 Validly show completed fields & give cohesive system feedback
Necessary document
User confirms info
User confirms appointment
User is reminded of appointment and needed artifacts the morning of appointment
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USER TASK FLOW
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SERVICE REDESIGN
17
Wireframe & Development Process After developing a task flow and user needs, we went started to solidify the wireframes needed to complete the license renewal service online, and in the branch. My specific solution included a kiosk integration in the branch and a simplistic online appointment process.
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Wireframe & Development
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Branch Kiosk Wireframes
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Branch Kiosk Wireframes
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Branch Kiosk Wireframes
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25
Prototyping & User Testing
26
Overall Testing Plan
Feedback and Reflection
For my user testing I decided to take a more physical mock-up approach other than a digital format. I felt that if the user interacted with me as they went through the scenario I would get a different viewpoint on their thought process and what they relied on in order to complete the tasks I was asking of them. For the website I created a 3-dimensional mock up that the user would touch with their fingers. As they used to prototype I reacted to their decisions accordingly. This process often yielded different responses. For the physical branch I used two Ipads that would be used in three different spaces. First the user would interact with the check-in kiosks present upon entrance. The second interaction would be used in a one-on-one interaction with a service attendant of the express processing area. The third interaction takes place in that very same room at a self-service kiosk, this self-service kiosk is where the user task is completed and the user finally receives their license.
The results of my testing yielded very neutral and positive results. I had feared that I could not necessarily rely fully on the user to know what they should be critiquing, so I really honed in on their facial reactions and physical behavior in order to pick up on feelings that could not be articulated. Because of my nervous nature I relied on humor to get me through this process, this humor seemed to relax the user eliciting honest and comfortable feedback. I realized that some of my users in testing were confused with the setting of their interactions; this can be fixed by a clear and concise before hand explanations of the space and what tasks would be completed in the at space. Upon conclusion, most if not all of the users thought their experience was clear, concise, quick, easy, and comprehensive
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FINAL RENDERINGS
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