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Redesigning of Texas DPS Website

Anupama Udaykumar

Janice Fabunan

Vibhanika Ravichandran

Timeline

June 2020 - July 2020

The Story

DPS is responsible for statewide law enforcement and vehicle regulation. Basically  everyone who lives in Texas who needs an ID or Driver License uses Texas DPS website. Right now DPS website is lacking information architecture and the content in it is not organized, structured or labelled in an effective way. 

Team

Role

UX Designer, UX Researcher

Tools

Adobe XD, Invision Freehand, Optimal workshop, Pen & Paper

Trello, Miro, Zoom, Slack

Problem Statement

The current Texas DPS website is outdated, cluttered and lacks information architecture, creates difficulty in finding things and making it hard for the user to navigate.

Solution

Redesigning of the Texas DPS website using Conversational User Interface(CUI), that helps the user to easily navigate and successfully complete the task in an efficient way.

Highlights of Redesigned version of DPS website are

Conversation as a service (Caas) to figure out the kind of service user needs and help them to effectively complete the task.

Laptop
Laptop

Basic questionnaire that would find out whether the user can perform the service online and if indeed, directs them to where they can complete the task. 

Laptop

Progress indicator to keep the users informed regarding the process and the number steps remaining to complete  the process.

Design Process

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Problem Overview

According to the Department of Public Safety, more than 3.6 million people who visited DPS offices in 2017 didn't need to do so. This is due to the lack of awareness regarding online services and eligibility to do them online. Customers also feel that online platform is difficult and adds to their frustration.

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For the first design sprint, we decided to perform the heuristic evaluation based on a set of predetermined heuristics or qualitative guidelines from Jakob Nielsen's.

We found that the current DPS website violated various heuristic principles.

Structure of Information

  • Poor information architecture 

  • The content is not focused on the essentials with distracting links

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Aesthetic and minimalist design

  • Unclear information which is irrelevant or rarely needed and design hierarchy is not evident

  • Similar information repeated multiple times adds confusion to the user

Recognition rather than recall (MEMORY)

  • The user should remember excessive amount of information and instruction to proceed further

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Visibility of system status

  • The progress indicator doesn't clearly display the number of steps remaining to complete the service

Heuristic Evaluation

Survey Results

We then conducted an online survey in Reddit, that was completed by 58 users. The survey was limited to people in Texas, since it is based on Texas DPS website.

98%

"Of Surveyed users visits DPS for Driver License or ID related services"

50%

"Of Surveyed users feels the process is not easy to schedule an appointment at DPS"

24%

"Of Surveyed users did not get their service done at their first visit due to lack of information"

Quotes from the users

"Why information is so hard to find"

"Online process is not so proper"

"Scheduling/setting an appointment page should be less complicated"

Key Findings

Based on the insights gained from survey we get to know that

  • Most of the users use DPS for Driver or ID related services and that need to be focused.

  • Scheduling an appointment at DPS needs to be made clear and easy for the user to navigate. 

  • User should be able to find required information at ease without any unwanted distraction.

Empathizing with User

We then went on to empathize with our user and did an empathy map in Miro and we also drew out a user journey to find out the touch points and find potential solutions. we used Nielsen Norman Group Journey Map template for our journey map.

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Through the lens of a persona who is trying to get a service done at DPS office by scheduling an appointment online, we drew the journey map to visualize the paint points as well as oppurtunities in their journey. This helped us understand where in the journey a viable solution could be placed.

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Setting Goals

"...improve the navigation and quality on the website by using Conversation User Interface(CUI)"

How might we...

"...streamline information on the website by segregating content"

Workflow

Based on the insights we gathered from heuristic evaluation and user research we started designing the workflow. Since, most of the surveyed users uses DPS for Driver License/ Identification card related services, we decided to focus on that part. 

 

So we came up with two work flows related to Driver License

 

  • Scheduling appointment online for a service at DPS office

  • Changing address for Driver License online

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After designing our workflow, to further solidify our ideas regarding landing page we performed online card sorting in optimal workshop were 9 people did open card sorting. 

Based on the results of card sorting, we categorized the DPS landing page for a distinct approach.

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Card Sorting

Final sketch

Sketches

For sketching we thought of implementing the Design Studio method, were each one of us brainstorm our individual ideas for landing page and then critiqued each others sketch to identify strengths and weaknesses.

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We then together drew our final sketch for DPS landing page using Invision freehand, by combining the strengths of all our sketches. The final sketch comprises of design elements from each of our sketch.

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Wireframes

Once we drew the sketches, we began to create a set of wireframes for each workflow individually. One of us worked in the Conversation-as-a-service part, the other in scheduling appointment part and I worked in the online Services part for changing address.

Landing page with CUI

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Schedule Appointment

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 Online Services

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Prototype

From wireframes we then started working on our prototype. For visual design we used colors from the Texas DPS logo to keep every elements of the page intact. Regarding typography we used one of the fonts suggested by USWDS. By adding all these design elements we constructed our final prototype of our redesign solution.

 The landing page is cluttered and has poor information architecture without focusing on the essential elements.

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User have to read and remember an awful lot of text to check eligibility for online services

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User have to go through a text heavy page for information to proceed with the process

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User have to go back and forth to check available timings for different locations

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The landing page is more clear and organized for an easier navigation.

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User can answer few questions to check whether they can perform the service online and if indeed, directs them to where they can complete the task. 

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User can easily find the required information and go ahead with the process

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User can see all the available timings on the same page by selecting different locations

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Usability Testing

After designing the prototype, we conducted A/B Testing with 8 users to understand the user's thoughts on comparison between the current website and the redesigned website.

Tasks for Evaluation

 

  • Schedule an appointment for a road test for new Class C Driver License

  • Change address for Driver License online

Positive Feedback

 

Overall we received a positive feedback from the users and everyone liked it better. Comparatively most of them found that the current DPS website is flooded with information and it is distracting. 

Quotes from the users after testing

"Straight forward"

"Pretty clear UI"

"Takes me to exactly what I want to do"

"Easy to navigate"

"Progress indicator shows me exactly where I am at"

"I like the questionnaire better than reading text to check eligibility"

"Looks very neat"

Negative Feedback

 

​During evaluation users faced some common issues such as, in the confirmation page users thought they are clickable buttons and in the appointment scheduling page the See more button and afternoon time slot was hard for the users to locate. These UI changes are then redesigned after the evaluation.

"Do I need to click those buttons again?"

Before

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After

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"How do I see more locations?"

"Where do I find afternoon slots?"

Before

After

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What's Next

From the research and the part were we empathized with the user, we understood that the pain points goes beyond the frustration with online platforms to their real time experiences at the center. Next step towards the solution, would be a service design approach to create sustainable solutions and optimal experiences at the center. 

 

Lessons Learned

 

Being my second project, this was a valuable experience to me. I had chance to work on methods which I learnt during my design program, but haven't had the chance to implement those in my first project. Thus, it was a great learning experience redesigning the Texas DPS website and at the same time trying out different techniques of user experience design.

Thank you for making it till the end!

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