DMV SERVICE DESIGN
PROJECT TYPE: Service Design
PROJECT LENGTH: 3 weeks
COLLABORATORS: Lauren Argo & Brett Moody
In this project my teammates and I reimagined the DMV experience through service design and physical prototyping.
Everybody hates going to the DMV. It's amazing how universally disliked this experience is across counties and states. How might we use technology and service design to create a more delightful experience at the DMV?
WHAT WE DID
We started by immersing ourselves in the DMV experience. We each visited a local Fell St. DMV and tried (successfully and unsuccessfully) to get CA state ID's and drivers licenses. While there, we took extensive notes about our own experiences, as well as interviewed numerous other patrons about their experiences both past and present.
We took this data and created customer journey maps, and used business origami to understand how people moved throughout the space during their journey. Next we used business origami to prototype new ways of utilizing this space to more effectively meet customer needs. We selected several touch points, and set out to prototype and test this new design.
After several iterations, we created a full scale model of the space using foam core, cardboard, iPads, projectors and other rented equipment and invited users to come in and test the new experience. I was responsible for creating a low fidelity check-in kiosk UI, physical and mobile ticket touch points, as well as color coded paper form designs.
WHAT I LEARNED
This project taught me the value of experimenting with different levels of fidelity when testing a concept. I learned that in order to test some things (high level concepts), lower fidelity is better than higher, while you'll need to get to that high fidelity stage in order to test more detailed interactions.