Vehicle

Registration

The first online platform for vehicle registration in Ontario.

Overview

This is an ongoing project for the Ontario government.

All vehicles driven on roads must be registered in Ontario, Canada.

We designed a responsive website from scratch to digitalize the whole registration process.

The MVP is estimated to be launched in October 2020.

Role

Information architecture

Med-fi to hi-fi prototype

Usability testing

Duration

June, 2019 to present

Tools

Figma

Balsamiq

Miro

Jira

Team

Casey Wu (me)

Lucia Hsieh

Problem

Dealers spend a large amount of time and effort licensing vehicles. They invest a lot of time doing the paperwork and travelling multiple times to ServiceOntario.

Solution

We designed a responsive website to allow dealers to license vehicles online

 
 

Design Process

User Research
Problem Identification
Personas
User Journey
Prototyping
Usability Testing
 

User Research

In Ontario, 87% of vehicle registration and 68% of transfer of ownership are done by dealers. To understand their needs, we launched two types of user research.

Interviews (Qualitative): To understand how different types of dealers currently license vehicles on behalf of their customers.

12

interviewees

Survey (Quantitative): To validate whether the insights gained from qualitative research are statistically significant.

90

minutes per session

619

respondents

61%

small businesses with less than 5 employees

Problem Identification

We identify 3 challenges of licensing a vehicle for dealers.

ServiceOntario

Going to ServiceOntario to licence a vehicle is the only option right now. It is extremely time-consuming and offer bad in-person experience. 

Paperwork

Incorrect or missing information is common in dealers' paperwork, which leads to repetitive work.

Fines

Some customers don't pay their fines before licencing. Dealers won't find it out until they submitted the paperwork. It results in delaying the licensing process.

 
 

Personas

Based on the result of user research, we created 5 personas to represent different users and their diverse needs.

User Journey

Vehicle registration involves many documents and restrictions. Before getting into prototyping, we need to figure out the logic behind the whole registration process first.

VH-main.jpg

Click here to see the complete user journey schema in Miro.

 
 

Prototyping

We have 2 prototypes. A medium-fidelity Balsamiq prototype for the mobile version and a high-fidelity Figma prototype for the desktop version

Home Page

This is the home page of the website.

It contains four main sections related to application management. The same four sections are also on the global navigation bar.

On the desktop version, we also show additional information such as "News" and work hours of the ServiceOntario location of the user's choice.

Application Process

We simplified the whole vehicle registration process into several questions.

Based on the user journey schema, the website will know the intention of users by their choices and then ask for the required documents.

Users don't need to know any of the rules of vehicle registration to finish the whole application process.

Uploading Documents

Documents will only be required when they are needed for the specific application.

Users can choose to browse or drag and drop a file to upload it. 

Uploading Documents

Users can manage their applications. "Saved application" is for unfinished applications, "At ServiceOntario" is for applications that have been submitted, and "Order history" is for completed applications.

 

Usability Testing

We conducted 3 sessions of usability testing with 21 dealership organizations in one month. We tested both the mobile flows in Balsamiq and the desktop flows in Figma. Besides some minor changes, we found 5 main changes we need to conduct from users' feedback.

What I learned

  • Negotiation with stakeholders is very important to define the design limitations. While at the same time, the limitations are also negotiable.

  • A user journey or schema help designers figure out the logic of the whole website. It is  especially essential for application design with different conditions.

  • A low fidelity prototype is more appropriate for the first round of usability testing because it makes users more comfortable of pointing out major problems.

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