UI/UX Design Case Study- Interaction Design of “An Interactive Interface System for Regional Transport Office (RTO)”
A driving license is one of the necessary documents for drivers. But there exists a section of the population who did not have a driving license at the primary stages of driving. This was a self-project in which I designed an Interactive System Interface and system flow for Regional Transport Office. As a UX designer, I conducted research and implemented it in this interactive system interface design.
Understanding the problem
This interactive system interface was designed for RTO and aimed to provide an easy and friendly experience of the journey of the process to get a driving license. The project began with a brief discussion with the RTO staff, users who previously went through this process. After this discussion the problem statement identified by me was:
“Every day, around 500 people visit the RTO for getting both learners and permanent driving license. Some of these people are illiterate. The RTO is short on staff and struggles to cater to all these people. To get a license the user needs to fill a form, take an objective test, and submit copies of age proof, address proof, a phone number, fingerprints, and a photograph. After verification of this, the user is issued a learner’s license. If the user has had a learner’s license for a month, he/she may apply for a permanent license. In that case, the user is given a choice of a date for the driving test after which the license is issued.”
Research for Enhance Insights
I started the project by conducting user research and studying the existing process flow of getting a driving license to understand user’s needs and desires.
- Quantitative Research (Online Survey)
I performed a user survey to collect data regarding the project essential to gather generalized thoughts and their experience about the process of getting a driving license. Quick and easy to answer multiple-choice questions were shared among the target users.
- User Interview
I conducted Guerilla Style Interviews of 10 primary users and 5 secondary users which were semi-structured types & the duration of the interviews was 20–30minutes. I conducted a one-on-one interview with primary users in which some of the students, daily-wage workers, and farmers who were dealing with the process of getting a driving license currently and who went through this process previously to get deeper insights. Having a conversation with them related to getting a driving license and listening to the user stories of getting a driving license helped me understand the problems better and a primary approach of finding a solution to problems faced by them.
Empathizing the User
After analyzing metrics from the survey and the insights from the user interview. The defined target audience was the set of
- Individuals who come to issue a Learner’s Driving License (Typically 16–20 years old)
- Individuals who come to issue a Permanent Driving License (Typically 18–24 years old)
Some of these people are illiterate. Empathizing with users helped to focus on their pain points.
The major problems that they were facing/faced are:
Having prioritized the pain points, I brainstormed taking into account the pain points of the past users and target audience and then figured out certain viable feature for system flow and an interactive system interface that could remove or at least minimize the potential issues faced by the user during the process of getting a driving license.
The features are: