SCAD PRO X Deloitte
Duration: 10 Weeks Team Members: Team of 14 designers, Deloitte Professionals Role: Design Researcher
Objective: Design the ultimate DMV experience by exploring opportunities to virtualize the DMV physical experiences through new and existing technologies. In the height of the first-wave of the pandemic, this was a unique experience for me as a designer and a “hit the ground running” introduction to remote work.
“It's interesting when you have to deal with the entire populus”
— DMV Subject Matter Expert Interview
53%
Research Methodologies: General Attitude Survey, Expert Interviews, Social Media Ethnography, Quality Analysis, Process Analysis, Literature Review
67.4%
Of survey respondents reported they
LIKE the DMV because:
“There’s a real person to answer my questions”
Of survey respondents reported
they DISLIKE the DMV because:
“It is super slow”
Barriers:
1. Perception of trust and transparency
2. Perception of efficiency and technology
3. Consistent Communication
Where can we help?
After 2 weeks intense research, we explored opportunity spaces and synthesized our data and established 3 goals:
Shift public perceptions and establish trust
Virtualize and introduce new technology
Provide communication and easily accessible information.
Creating a new “state” of design.
We chose to create the imaginary state of Delorado and the Delorado Department of Motor Vehicles (DDMV) to use as a model for a newly proposed DMV system.
We created a three part framework for this system, consisting of a transparent and intuitive website, an app platform, and a drive-in service, DDMV Drive-in.
