x axis
y axis
80 pt
80 pt
30 pt
30 pt
30 pt
and that is why we built a cross-device CUI companion that offered...
Personalized planning, scheduling & progress tracking
Error redundancy through constant support during the process
Real time language assistance to the user on and off the counter
24/7 expert-level
step-by-step support
and guidance
AI
CONVERSATIONAL UX
CHATBOT
EXPERIENCE DESIGN
Applying for DMV services can often be a frustrating experience, marked by limited access to information, long wait times, and complicated procedures.
DOTTIE : The Virtual Assistant
Dottie
AI Powered Conversational Agent for the DMV
DOTTIE is an AI-powered virtual assistant designed to simplify application processes and enhance experience DMV services.
timeline
5 Weeks (including briefing and delivering)
undertakings
Conceptual Design | User Research | Journey Map | Storyboard | Brand Identity | Motion Design | UI Design
tools
Adobe After Effects | Adobe Illustrator | Adobe Premiere Pro | Figma | Voiceflow
the PROCESS
Our design process spanned over five weeks, progressing through various stages as outlined below.
Research
Synthesis
Current System Assessment
CUI Proposal
Existing Journey Analysis
Affinity Mapping
Stakeholder Mapping
Mapping Pain Points
User Interviews
Persona Mapping
Goal
Solutioning
Defining the Goal
Proposed Journey
Opportunity Discovery
Dottie and UI Design
We mapped the user journey for applying for a DMV license, divided into to parts - home and DMV center stages, to identify areas of improvement for the overall experience.
Learning about the Process
Understanding Document needed
Scheduling a Physical checkup
Gathering all Documents
Scheduling Appointment
Complete the pre-check
Waiting in line
Tasks at Counter
Move/Shift across counters
At Home
At DMV
the Existing Experience
...in addition to this we also assessed the current DMV web portal and mobile applications
...and map the pain points
...we also conducted
15 Interviews
across
to understand how the applicants and the DMV staff feels about the current process
DMV
Offices
03
Staff
Interviews
04
Applicant
Interviews
11
We designed an intervention with the goal to simplify the driver's license application process, offering personalized support to guide applicants through the detailed pre-visit preparations and the in-office steps at the DMV.
The unpredictable wait time... it always takes much longer than I expect
Beginning a complex process can be daunting, for individuals unfamiliar with the system
Unpredictable wait times create frustration, causing unnecessary delays...
It can be intimidating to start a process, especially for my immigrant parents
feel unsure about the process so I usually depend on friends and my online community
Uncertainty about the process resulting in confusion and lack of clarity...
why an AI Powered Voice Assistant?
We chose a voice based conversational user interface (CUI) to provide real-time support and guidance, ensuring users feel comfortable and understood throughout their application journey.
Real-Time Assistance
immediate, on-demand assistance to users, streamlining their process and reducing potential confusion or anxiety.
Empathy-Driven Design
make users feel supported and reassured by using natural, voice-based conversations that mimic human emotions and interaction.
No learning curve
Retrievable chat memory
Reduce clicks & improve navigation
Problems faced by the users
Color Palette and Typography
The color scheme is inspired by the current branding of the Pennsylvania DMV, blending it with a modern twist for a fresh and uplifting aesthetic
Solution : Establishing a Reliable, Welcoming, and Approachable Persona
how can our CUI create a sense of comfort for applicants before they begin the application process
Designing Dottie
Design Challenge 01
Designing Dottie
The CUI icon captures essential symbols - the road and the wheel - with curves that evoke a friendly face, enhancing the overall connection to the world of vehicles and services related to them
our CUI : Dottie
and motion states...
CUI SPEAKING
User Listening
ERROR
Action Gone Wrong
PROCESSING
Synthesizing Input
CUI WAITING
Waiting for User Command
IDLE
Unengaged State of CUI
CUI LISTENING
User Speaking
WELCOME
Greet User
SUCCESS
Action Successfully Finishes
Invoke Dottie
We enabled Dottie to be activated through various methods to enhance accessibility
Voice : Call “Dottie” or “Hey Dottie”
Soft Tap : Tap-to-talk Button
Type : Keyboard Input for Privacy
Breakdown Complex Procedures into Bite-Sized Pieces
Employing a card structure to condense information and present it in a format that allows users to quickly digest and understand for easy reference, like...
Process Overview
Document Checklist
Location Detail
Alternate Documents List
Application Process Check-list
Document
Check-list
Suggesting DMV locations & timings
Support in
edge-case scenarios
Keep Applicants Informed
Assist users at each stage and elucidate all requirements through a cross-device stepper design
Overwhelming Processes and Procedures
Design Challenge 02
Solution : Breakdown Complex Procedures into Bits-Sized pieces
how can we simplify the process and minimize the need for memorization (reduce the cognitive load on the applicant)
Demystify the Process
Utilizing Natural Language Processing to address individual requests and generate personalized process overviews. Simplify logistics and reduce applicant stress.
...our team then tried to solve these problems through 3 design challenges
Feeling Uneasy due to Ambiguities in the Process
Design Challenge 03
Solution : Address DMV Uncertainties that lead to Anxiety in Visitors
Tackle uncertainties experienced by individuals at the DMV that lead to anxiety
Personalize Support
Providing care and assistance for various situations and requirements. Offering real-time language translation at the counter for both applicants and DMV staff
Keeping the User Informed
Wizard design that keeps applicants informed about processes occurring at the counter, including the handling of their sensitive documents
Edge Case Support
Providing support for complex cases on the staff side, including language translation and document verification assistance
thank you!!
Spoken Prompt
Dottie communicates with the user through text-to-speech technology to deliver the content
Info Card
Dottie conveys information to the user by displaying written text on the screen in a simplified manner
Spoken Prompt
Dottie State : Warning
Decision Prompt
Allows the user to make a decision
learning and reflections
Assessing AI's Contextual Understanding for Meaningful Dialogue
Acknowledging the sophistication of AI’s context comprehension was instrumental in forming dialogues that resonate with depth and clarity.
Enrichment Through Diverse Collaboration
Collaborating in a diverse environment has broadened our perspectives, enriching our design concepts, work ethics, and ideologies.
Balancing AI Efficiency with Privacy Concerns
Although AI effectively addresses user issues, we recognize that incorporating AI into applications that manage sensitive personal data may lead to privacy concerns.
Potential for Growth with an Extended Timeline
Though this was a valuable learning experience, we acknowledge that a longer timeline could have allowed us to develop a more sophisticated and efficient project, particularly for the DMV staff.