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DMV

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DMV Appointment System

A redesign of the appointment schedule experience

2018   UI UX Design

 

 

Background

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The DMV Online Appointment System provides a method for scheduling an appointment before you visit a California DMV office. Without an appointment, California DMV wait times can be over 3 hours. It is important to make this appointment booking process as seamless as possible.

This project was completed for my Fall 2018 Product Design Course taught by James Reffell.

 

 

The Problem

The current Online Appointment System is difficult to navigate due to cluttered pages, unclear instructions, and inefficient flow.

The website is very text heavy, lacks a consistent information architecture and relies on hyperlinks to send people to other pages during the process. The vocabulary used to refer to the number of paperwork was inconsistent, without clear distinction between “item” and “reason”. This distinction is important to outline the maximum 3 tasks one can complete in one office visit.

 

Current Flow

I asked classmates to test out the current system and book an appointment. I gave each of them a specific reason to visit the dmv and a mock schedule that showed when they were available in the next month. Booking an appointment involved opening various other tabs, numerous stalled sessions, and accidental cleared fields.

The current DMV Appointment System flow has a huge pain point, people can get stuck in a cycle when choosing a date and time because it only checks availability one slot at a time. It also fails to provide flexibility. It doesn’t account allow people to compare appointment times across different locations. People are often willing to drive to a farther away DMV location if it fits better into their schedule or has an earlier available slot.

 
 

User Segmentation

 

Restructuring the System

The main goal of this redesign was to have the system be comprehensive and simplified. Currently navigating the system and website as a whole is an overwhelming experience. I removed links in the main steps so users are not distracted in the middle of booking a process. If they have questions about appointments, they will find it in the FAQs of the home page, before entering the appointment system. I made it a priority to eliminate cycles in this new flow and focused on a 4 step linear process. After successfully booing an appointment, users will have a list of required materials to bring. Through this restructuring, the appointment system will display needed information at the right time. Users will feel more secure about completing their goal, and make the usual DMV visit feel less stressful.

 

Final Mockups

 
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