Oregon DMV: Real ID Online Application Process
Project Length
4 weeks
My Role
UX Designer (Interaction and Visual)
Methodologies
Journey Mapping, Comparative Analysis, Sketching, Hi-fi Prototyping
Tools
Figma
Overview
REAL ID is an essential identification document which will soon replace the existing identification for Air travel. Oregon DMV is actively encouraging people to apply for a new REAL ID at the earliest or get it along with their driver’s license either when they renew it or when they apply for a new one. But the current web app makes it difficult for the users to make this switch and the goal of this design is to make the process seamless.
“Federal identification requirements for domestic air travel will change on May 3, 2023. That is when the Transportation Security Administration will no longer accept a standard Oregon driver license or ID card to pass through airport security checkpoints” - Oregon DMV Official Website
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Resident of Portland OR
Adult (>21 and <65)
No relevant disabilities
No car (so can’t go too far from downtown Portland)
Reads and writes English
Primarily uses phone
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Wants an ID so they can do things!
Appointment for a new, REAL ID identification card (not driver’s license)
As soon as possible, but at a nearby DMV
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More users successfully complete the flow (% completion)
Fewer help desk calls
Design Decisions
Current Landing Page
Long and verbose webpage without a clear call to action or immediately consumable information for the user. When using the web browser on a mobile phone, this problem is even more pronounced
Redesign
Clear call to action buttons and information grouped together and not shown all at once to reduce cognitive overload on the user
Current Forms
Related fields are not grouped together and there is no progress indicator making the forms feel long, leading to user churn. The DMV banner takes up too much real estate making the whole experience feel cluttered and not compelling
Redesign
Clear progress indicators showing how much is done and what to expect next.
Error Pages
No standardized error messages and information pop-ups.
Redesign
Standardized error messages for form fields, modal pop-up for information and dangerous actions, giving users the right visual cues while performing tasks
Reflections
Given the time constraints, it was crucial to frame the problem statement and define the scope of the project to avoid scope creeps.
Keeping the users at the center of the design helped me arrive at the design decisions such as information aggregation, status indication and consistency of design across the application