Visiting the DMV is consistently one of the most dreaded errands for everyday users. Long wait times—often several hours—create frustration, time off work, and logistical challenges. Even when users arrive, they can be turned away due to missing documentation, forced to return another day. Appointment systems can be unreliable: slots are booked weeks or months out, websites often malfunction, and walk-in lines quickly reach capacity.
These issues are compounded by staffing shortages and outdated technology, which significantly undermine the DMV’s ability to serve the public efficiently. The result: users lose hours repeatedly, face uncertainty, and suffer mounting frustration.
Enable users to complete a DMV transaction via an online form—significantly reducing in-office wait times, frustration from paperwork errors, and unnecessary repeat visits.
Users experience significant pain points when interacting with the DMV, both in person and online. In-person visits are often marked by long wait times, noisy and uncomfortable environments, and frustration from arriving without the necessary documents, leading to wasted time and repeat visits. These experiences feel physically and emotionally draining.
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Online services, while more convenient, come with their own set of challenges. Many users don’t trust the website due to outdated design or unclear branding, having experienced failed transactions before without the system alerting them. Instructions are often overwhelming or unclear, written in dense language that makes it hard to know what steps to follow. As a result, users may feel confused, stuck, or abandon the process altogether.
“But if it won’t let me click to the next page and it doesn’t tell me what’s wrong or it tells me what’s wrong but I don’t know how to fix it. The frustration is more aggravating than the time it takes to do it.”
“We had to go back twice [for registering the car] because we didn’t have the right paperwork."
“Even when I made an appointment [to accomplish a task at the DMV] still took about an hour and half. ”
“They had 1-2 people working. It just felt like there were 10 people in line and only one person behind the counter.”
“My state's DMV website makes me want to go early in the morning and avoid the website.”
“And if I go down there I’ll be missing something and then I guess I have to go home and dig through my records, but if I’m doing it at my computer at home and I’m missing something I haven’t wasted a trip.”
“I’d rather spend 30 minutes online than in person.”
“I’m retired so it bothers me less, but I still would rather do it online.”
To address these pain points, I devised the following features:
Designed an online application.
Enables users to complete tasks without the need to visit a physical DMV location—reducing wait times, physical discomfort, and time off work.
Provided clear checklist up front.
A simple, well-placed checklist at the beginning of the form helps users understand exactly what materials they’ll need before they begin, minimizing incomplete submissions and repeat attempts.
Constructed a progressive form with indicators. Â
Splitting the form into manageable sections with a visible progress indicator reduces overwhelm and keeps users oriented, increasing confidence and completion rates.
