Facilitating Lengthy Tasks
California DMV Online Appointment System Redesign
Overview
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.
Objective
Redesign the current California DMV office visit appointment system to 1. increase the number of success through the flow (business goal) and 2. successfully schedule and appointment smoothly (user goal)
This project was specifically asked to focus more on the design execution, so assumptions for user research were acceptable.
User and Audience
These assumptions about the users were also part of the prompt
Research
Target User Interview
Conducted interviews with people that fit the target user profile about
-  The reasons they visit the DMV office
-  Their experience with the online appointment system
-  How they think about the experience
-  How the digital experience could be improved.

Current Condition
The appointment is made through the State of California DMV website. After some user testings (some with prior experience, some not), I had concluded some key pain points of the current website design.
No visual searching while selecting office location
-  Some users had to Google different location to see which office is closest to them
Order of the form
-  Users had to edit "item" after reading "reason" to fit the their needs

Not enough actions after confirmation
-  Users were looking more tasks that they normally do after setting up a schedule (print, add to calendar)
No clear indicator of where the users are
-  Users were wondering how long the process and how much was there

Linear date and time scheduling
-  Not clear if there were other time slots for scheduling
-  Unable to change office unless the users start over

Solution
Attempt 1
The main purpose of the attempt was to test if the order of the form is logical and to see how users navigate through the process with a paper prototype.
Others changes in this iteration included:
-  Multi-page form design with progress tracker
-  Location search with visual assistance
-  More actions after confirmation
-  Visual scheduling system
-  Alternative appointment options

Attempt 2
Based on the user testing feedback from attempt 1, this iteration was to observe how users behave when they were performing the task in high fidelity mockup.
Other changes included:
-  Visual style testing
-  Reasoning page exploration
-  Alternative scheduling implementation
-  Other details testing

Final Design
Based on the user testing feedback from attempt 3, this was the final mockup design for the California DMV appointment scheduling system redesign
Other changes included:
-  Homepage (it was saved until this time is because it was not required but I wanted to experiment to see if users would click the “Office Visit Appointment” more often that eventually increase success rate after the redesign of the appointment scheduling process)
-  The wording of on the high fidelity mockup
-  Making options more apparent for the users
-  Visuals that add energy to the lengthy process
-  Making the alternative option during scheduling more coherent with the calendar
-  Making the first available appointment slot more obvious
-  Design the order in alternative scheduling more logical
-  Update on the visual style

Retrospective
Given the basis of the prompt and the time limit of the assignment, the design process was done with many assumptions. In reality, designing a website would need to take much more factors (languages, accessibility, etc) into consideration, and I would love to take on that challenge in the future.

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