Embedded Files
Time
Time
2021.09-2021.10 ( 4 weeks )
My role
My role
Current user flow analysis, comparison analysis, user interviews
New user flow design, high-fidelity prototype
Type
Type
UX/UI design
School course project
Course goal
Course goal
Define problems of Oregon DMV appointment system for making an appointment of New Real Id Issuance.
More users successfully complete the flow and decrease the helper desk call.
Target Users
Target Users
Resident of Portland OR
Adult (>21 and <65)
No relevant disabilities
No car (so can't go too far from downtown Portland)
Reads and writes English
Primarily uses phone
User goal
User goal
Wants an Real ID so they can do things!
Appointment for a new Real ID identification card
As soon as possible, but at a nearby DMV
Current State
Current State
FLOW MAP
FLOW MAP
USER INTERVIEW
USER INTERVIEW
THEIR PROBLEMS
THEIR PROBLEMS
Wordy instructions, notifications
Unclear category and classification
Hard to find the nearby DMV location
Disordered logic of making and scheduling an appointment, and personal information and choosing a location and time
Redesign Process
Redesign Process
Final Design Deliverable
Final Design Deliverable
New categories of DMV services
New categories of DMV services
The original categories messed the types of services and the processes dealing with them.
In my design, I seperated the sevices and the processes into two steps, which descreased the time and efforts for users to find what they need.
New filters to location search
New filters to location search
Add zip code or city to the searching bar, map version and link addresses to the map to provide a more precise location reference.
The earlist available time shown on the first page to avoid extra clicks.
More options of time slots on one overlays to choose from.
A more clear logic: choose location first, then fill in personal information
A more clear logic: choose location first, then fill in personal information
Change the sequence of choosing location and filling in personal information, to save more time and avoid situations when users fill in personal information then find out there is no available spots.
Confirmation by email, text or phone call after making the appointment.
New services categories
New services categories
Location and time
Location and time
Appointment confirmation
Appointment confirmation
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