Project Brief
How might we enhance the experience of getting a real ID identification at the Oregon DMV more efficiently in order to increase the user success rate of completion and minimize help desk calls?
Target User
Usability Testing With Current User Flow
I performed Usability Testing to gather pain points users encountered when accessing the current DMV website. Through this testing, I discovered that the current flow of the web design took too many steps before reaching the appointment scheduling option.
Empathy Map
An Empathy Map helped me behaviorally organize the information I received from the users during Usability Testing. I discovered that many users have not intended to get their Real-ID because they have to schedule an appointment to go into the DMV in person and the online scheduling system is too complicated and shows no appointment availability.
Sketches
These sketches helped me decide what key features to focus on in my low-fidelity wireframes and helped me envision what a possible flow could look like.
UI Mockups
In this project, the main goal was to keep an opened minded perspective so I really focused to empathize with people who primarily used public transportation. Therefore, I designed a wireframe with a bus location stop to allow users to see bus stop locations near the DMV location they chose.