Transforming Driver and Vehicle Services with Human-Centered Design
Transforming Driver and Vehicle Services with Human-Centered Design
Nuvalence
Nuvalence April 11, 2023
Written by: Scott Robinson & Susan Amodeo
A DMV for the Digital Era
State agencies are under constant pressure to meet the needs of many constituencies; balancing competing priorities while keeping pace with the challenges of modern technology can be a daunting task. This is especially true for agencies that offer high-demand, high-volume, high-touch driver and vehicle services, which are often tightly interconnected with federal, state, and local agencies.
To keep their operations relevant and adaptable to an ever-changing landscape, there is a strong case to be made for viewing modern DMV systems as components of a reimagined platform that evolves, rather than ages. This offers a number of advantages, including:
- A true customer-first digital experience for the public and workforce.
- Seamless scalability to adjust to shifting demand for online services.
- Flexibility and adaptability to virtually any user workflow/process.
Unlocking these advantages requires a different way of thinking about how goals and services intertwine. This holistic approach, known as human-centered design, is rapidly gaining traction among public sector agencies looking to offer a superior customer experience while simultaneously realizing transformational operational and technology benefits.