California DMV Case study

Summary

When I first moved to California, I had to go through the process of getting a new driver's license and registering my car. I found it to be a harrowing experience. In trying to figure out why, I mapped the current DMV website the steps a resident needs to take in order to complete a given action. 

Methodologies

  • Information architecture
  • Sitemaps
  • User flows

Goals

  • Establish a clear hierarchy throughout the website
  • Develop clarity in the processes and services the DMV offers

Download a large version of the HTI here.

Potential Solutions

My recommendation is to simplify—have large call-to-actions on the three major tasks and remove all superfluous information. The first two paths would allow you to register your vehicle and obtain a driver's license, the two most popular tasks at the DMV. The third path would route you to their appointment scheduler to funnel proper resolution through an in-person encounter.