Licence Replacement
| VicRoads
Role
UX/UI designer
Team
Product owner, Business analyst,
Solution architecture,
SME, Copy writer, Scrum team
Tools
Adobe XD, InVision, Pens & paper
Client
VicRoads
Background
The myVicRoads Replacement Driver Licence project is an initiative within the myVicRoads UX and Capability Program. The purpose is to increase the overall customer uptake of the online channel by moving the next set of high volume Registration and Licence transactions online (i.e. enable customers to transact online adding 12 new digital services not previously available online).
Project Goals
We aim to deliver the most basic version of the product that allows ordering replacement licence service within the myVicRoads account. This will increase the value proposition of the myVicRoads portal and drive take-up of myVicRoads as a channel helping with customer acquisition, activation and retention (reducing the existing cost-to-serve).
This will also for the decommissioning of the current service. Additionally, it will create an additional level of security and allows pre-filling of customer details which saving the customer time, reducing errors and rework.
Discover
The Existing Online Licence Replacement Form
VicRoads has an existing online form for customers to order their licence replacement. It has included the following conditions and options for replacement.
The conditions for licence replacement
Before entering the licence replacement form, customers have to agree on a page of conditions to order their licence replacement, which includes checking their photo is stored with VicRoads first, then checking that their licence address is up to date through their myVicRoads account or visiting CSC, etc.
The replacement order form
Customers have to manually type in their licence details and address, then select the licence type they want to replace. It also shows the replacement fee based on their licence types.
The receipt
Customers will see the receipt numbers on the screen after the payment.
The conditions for licence replacement.
The licence replacement online form.
The Problems
To review the existing online ordering licences replacement process, I listed the problems that can be improved.
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The lengthy conditions before replacing licence form has intimidated customers if they (lost or damaged licence) need a new licence in urgent.
Solution: Improve landing page content and separate primary and secondary information.
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Checking the licence photo is stored in the system might direct customers to call customer service, or visit CSC to complete the licence replacement order instead.
Find out: Checking the numbers of non-stored photos and the licence holders. Does myVicRoads account system know the customer's photo is stored or not?
!
The condition tells customers if they want to update their address, they need to log in myVicRoads to change and it will take up to 76 hours to update.
Solution: Provide an ordering licence replacement service within myVicRoads account. Show customers their address for confirmation before ordering a licence replacement.
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The only evidence can show the customer has paid for the licence replacement order is the receipt numbers after the payment on the screen. Customers easily ignored it and couldn't find where to check their receipt numbers.
Solution: Provide a downloadable transaction history pdf or sending the receipt to the customer's email.
Interviewing Stakeholders
We interviewed the manager of policy licencing, team leader of customer service solutions, and manager of licence service. We have asked several questions around policies around licencing, customer experience and the process of licence replacement.
The following llist are the key findings across policy, customer service, and licence service.
Policy
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The only licence status is current, which is eligible to replace licences.
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If customers change their name or conditions, they will be issued free licence replacement.
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Except for learner permits, if customers have car and motorcycle licences, the physical data card will be one card.
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Heavy vehicle endorsement is only for probationary and full car licences.
Customer service
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Some customers forgot their licence address on their data cards, and don't know which address VicRoads sent to.
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Some customers lost their licence and don't know where to check their licence numbers.
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Some customers asked can they drive while waiting for their new licences.
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Some customers asked for a temporary licence.
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For the last 8 years, the availability of the photos for licences has been that nearly always they're available.
Licence service
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The online form details are for licence service staff to check if they are matching with their record.
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If the details are not matching with the record, they will not process the order.
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If the licence is not eligible to replace, the staff will refund the customers the payment.
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The selected type of licence to replace actually don't pass to the licencing services, the staff only can guess which licence they want to replace, usually process the most popular.
Business Rules
The system of licence rules is more complex than we expected. We worked with licencing SME to figure out the rules between licence types, endorsement, and combination of conditions.
It was very important to cover all aspects of licence combinations and status to provide the correct process for licence replacements.
The discussion of the licence graduation rules.
Physical data cards combinations.
Define
MVP Scope
After the interviews and finding, I suggested to the product owner the features based to form our MVP.
Find info
Landing page
Consolidate multiple landing pages and entry points into one.
Understand info
Landing page
Improve landing page content – separate primary vs secondary information
Apply
myVicRoads account
Introduce as an authenticated myVR transaction to select and purchase reports.
Perform an eligibility check to only make available for licence types that are listed on the current offering.
Ensure that the postal address and email are correct.
Pay
myVicRoads account
Payment methods: Ability to pay by credit card/Mastercard only – on par with the current offering
Receipt
Email confirmations of payment to myVR registered email address.
Design
User Flows to Wireframes
Before starting wireframing, I mapped out user flows based on the scenarios and covered the opportunities that can be improved from end to end and mapped each step to the replacement flow.
Licence replacement User flows
Prototyping on Adobe XD.
Concise language
The replace licence landing page shows the information the customer wants to know before they replace. I worked with the copywriter to arrange the information and make sure it's concise and clear.
We used accordions to categorise the secondary information which used concise questions as titles to customers.
Reminders
Before customers start to order, I created a page of changing their address. We wanted them to check their residential address if they want to change it on their licence, and change their postal address if they want to send their new licence to a new address.
Selecting the licence reflects their physical cards
On the select the licences page I designed the licences to reflect the physical data cards, showing licence type, number, expiry date and conditions to ensure the licence is the one they want to replace.
If there is one licence that is not eligible to replace, a warning card will show the reason of ineligibility to replace.
Licence replacement wireframes on mobile.
Deliver
Build
When we were closed to shaping or MVP definitions, we gathered the solution architect and tech lead to ensure the amount of time and developers required for the project. I worked closely with the business analyst and the product owner to ensure the prototype was ready for development based on any technical constraints.
The scrum team
Before Sprint 0, I met the scrum master, front-end developer, and back-end developers to brief the product direction and end to end new user experience. I showed the wireframes to the front-end developer and he suggested what templates I can reuse from their front end library to save time.
In sprint 0, we sat down and look at the backlog together, checking with each user story to understand prototypes, acceptance criteria, the back-end, the front-end, etc. It was important to make everyone was on the same page, and highlight any unsure answers that allow so we could discuss further.
Kick off spring!
Our sprint 1 started earlier than we planned. At the same time, I checked the questions that were asked in the meeting and continue finding answers about e.g. heavy vehicle endorsement, the combination of conditions, copy approval, etc.
A whiteboard note of back end system and associated initiatives and sprint progress.
Sprint review
We presented our sprint progress at the end of each sprint and invited stakeholders, SMEs, and other teams to review together. We got good feedback and we also asked stakeholders some questions that we might need from their help. It was a good dynamic to let other departments and team know what we did and how we solved problems and delivered our initiative.
What I Have Learnt
It looks simple but is very complex underneath
I have learned to never underestimate any projects that look simple. IIf the service seems quick and concise, the design behind it and back-end work are definitely more complex than we see. All design solutions are shaped by deep research and findings and also development work and execution.
Gathering information is always not easy
In the research process, I had to gather all aspects of information, not only from the customer's perspective. I worked with my team which included a product owner, a business analyst and a solution architecture to understand from a business perspective and technical perspective, and also we communicated with stakeholders to get their feedback.
Communication and collaboration
Effective communication and collaboration are the kings of teamwork. The principle of UX design is empathy, our goal is to provide a good experience for users, however, I also learned to understand the team, stakeholders, and our constraints. The more we tried to understand each other and collaborated the better the team dynamics became.