Ugh, DMV!
Driver's license applicants struggle to navigate DMV's complex rules and often wait for long, uncertain times at DMV offices.
User research in the field
We interviewed 15+ license applicants, holders, and DMV staff, and visited 3 DMV offices to identify key pain points. We then used affinity mapping to outline existing service strengths and challenges.
Interview Analysis
Office Visits
Synthesis
Break down complex procedures into bite-sized pieces.
User interviews show that people are frequently overwhelmed by information volume and tend to forget details. Breaking information into bite-sized, memorable pieces can address this issue.
Friendly & trustworthy personality
The color palette is derived from Pennsylvania DMV's existing branding, infusing with a contemporary flair with a modern and uplifting appeal.
Form & Motion
DMV is all about vehicles. The CUI icon conceptualizes the key symbols, the road and the wheel. The curvatures resemble to a friendly face for additional rapport.
Invoke Dottie
Voice: Call “Dottie” or “Hey Dottie”
Soft Tap: Tap-to-talk button
Type: Keyboard input for privacy
Response Anatomy
Conversational components are combined to compose the content in the spoken prompts, display prompts, info card and chips.
Spoken Prompt
The content Dottie speaks to the user via TTS.
Display Prompt
The content Dottie writes to the user, via printed text on the screen.
Info Card
Visualizing dense information.
Chips
Suggestions for how the user can continue or pivot the conversation.
Supports both sides:
service design mindset
Conversational Interfaces at the DMV enhance user experience by minimizing clicks, swiftly gathering relevant information, and providing personalized journey support.
