Facilitating Lengthy Tasks
California DMV Online Appointment System Redesign
The redesign of the California DMV online appointment system aims to facilitate the user journey and the users are able to schedule office visit appointments as smooth as possible. It was a 4 week individual project for Product Design Studio at UC Berkeley School of Information in the fall of 2018.
The general public is encouraged by the California DMV office book appointments through their website before they visit to reduce waiting time at the office. However, many people have experienced frictions and confusion during their scheduling process. They might end up spending longer than they have to online or visit the office and test their luck. If the appointment scheduling process could be improved, people would be more willing to complete the reservation and achieve the original purpose of the website.
The following objectives were given by the instructor. This project was specifically asked to focus more on the design execution, so assumptions for user research were acceptable.
"Increase the number of successful office appointment through the flow" to reduce the waiting time and clutter when fewer people show up at the office without appointments.
"Schedule an appointment successfully and smoothly," meaning users will be satisfied without confusion or disruption during the scheduling experience.
These assumptions about the users were also part of the prompt.
Target User Interview
Although assumptions were acceptable, I still conducted 4 user interviews with people (some with prior DMV experience, some not) after they completed the online appointment process once.
Lack of visual searching
When users were selecting which office they should visit, some of them had to Google different location to see which office is closest to them because it was hard to tell from the current website .
Order of the form is not optimal
Users had to scroll down to see the options of reasons of the visit and scroll back up to select how many “items” they want to do.
Need for alternative
Users had to start over the process if they could find availability that suit they schedule at the first office location.
Designing to improve the pain points of the current website, I created three iterations each with a round of three user testings.
Order of the form
Reason of Visit
“A lot of great concepts in the overall design. The key design changes came through (progress indicator, visual search, re-ordering the flow) as well as some nice smaller improvements (visual emphasis on appointment vs. non appointment)."
— James Reffell, Instructor & Design Director at Clever
Given the basis of the prompt and the time limit of the assignment, this redesign project was overall a success. However, I would like to take on more considerations (responsive design, accessibility, etc.) with more in-depth research into the design process if I were asked to redesign another product in the future.