DESIGN PROCESS
Discovering - Research
Research Methods used included -
Auditing PennDOT's website
Site Visits
Interviews and Surveys
What are people saying ?
" I feel unsure about the process so I usually depend on friends and my online community "
" The unpredictable wait time can be so annoying ...it always takes so much longer than what I expect "
" The DMV can be such an intimidating place, especially for my immigrant parents "
Analysing the Data
Qualitative Analysis employed -
Affinity Mapping
Stakeholder Workshops
Journey Mapping
Identifying Pain Points and Solutions
Iterating Designs
Exploring Wireframes and Design solutions for Features
Wireframing Concepts and Solutions
THE SOLUTION
AI powered conversational companion that individually supports and proactively guides drivers license applicants with responsive voice led features
Watch her in Action!
ASPIRATIONAL IMPACT
Estimated anticipated Impact
25-40%
Reduction incorrect kiosk selections
15-30%
Faster processing time per applicant
DESIGN RATIONALE
Why Conversational AI for the DMV ?
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Needs no Learning curves for conversations
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Allows for easy retrieval of information from chat memory
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Simplifies navigation & reduces no of clicks
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Provides personalized responses for complex scenarios
Challenge 1
Dottie simplifies complexity and helps track progress by -
Demystifying the process
by leveraging Natural Language Processing to cater to individual requests and generate custom process overviews per applicant
Breaking down Information into Digestible Formats
With the Use of Cards, Information is presented in such a way that it is easier for them to retain and follow on the tasks that are needed to be achieved.
Keeping Applicants Informed
Support users in every step and explain all the requirements with Cross device Stepper design
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Linear overview with no linear detail steps
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Display vertically for better scaling
Challenge 2
Dottie reduces uncertainties in the application process by
Providing Personalised Support
Care and support for diverse situations and needsReal-time language translate at the counter for applicants and DMV staff
Providing Edge Case Support
Care and support for diverse situations and needsReal-time language translate at the counter for applicants and DMV staff
Challenge 3
Dottie reduces intimidation and helps people start application processes independently by -
Creating a Trustworthy VISUAL and CONVERSATIONAL Personality
Designing her look, feel, and behaviour to develop the desired personality.
Creating Intuitive Motion States
Designed agile and active motion states, that make interpretation of conversation effective and intuitive for a large demographic of people.
Designing Conversations
Designed agile and active motion states, that make interpretation of conversation effective and intuitive for a large demographic of people.
Speaking to Dottie
To design Dottie's personality, our VUI, we refered to Google's VUI Guidelines and also modeled it on Paul Pangaro's model of Conversation interaction design.
Invoking Dottie
Voice : Call “Dottie” or “Hey Dottie
Soft Tap : Tap-to-talk button
Type : Keyboard input for privacy
THE PROBLEM
Applying for a DMV service can be intimidating, long and frustrating to follow through.
To apply for a drivers license people need to -
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Navigating through complex rules and regulations
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Understand Documentation needed
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Understand different touch points and tasks in the application
Through our Research, we grouped problems and identified 3 broad design challenges to address the design process
Challenge 1
How might we simplify the complexity of the application process and help track progress ?
Challenge 2
How might we address uncertaintites people face that cause anxiety and abandonment of the process ?
Challenge 1
How might we reduce intimidation to make starting the process approachable and less intimidating ?
Dottie
is an AI powered virtual assistant that breaks down DMV application processes and makes it easier for people to apply for their licenses and permits.
OVERVIEW
Sep - Oct 2023
Dottie is an innovative AI voice assistant designed specifically for the Pennsylvania Department of Transportation (PennDOT). This project was a collaboration between the Pennsylvania DMV - PennDot and Carnegie Mellon University.
Operating seamlessly across devices, including mobile, desktop, iPad, and kiosk screens, Dottie serves as a digital companion, providing personalized, seamless, and assistive support.
TEAM
4 Designers
Reflections and Moving Forward
With the continuous advancements in ChatGPT models, it's possible that Dottie's role may become redundant over time.
However, as of today, GPT still relies on external sources, such as the DMV’s website, which often presents confusing alternatives for users and lacks personalized responses tailored to individual needs.
In user research conducted with DMV employees, I would have posed questions that implicitly addressed redesign needs. Unfortunately, the current research methods failed to capture the authenticity of their responses.
Had we been given the opportunity, we would have tested our prototype for both kiosk and desktop versions directly at the DMV observe real user interactions and gather valuable insights for refinement.
To take this project forward, I would:
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Closely analyze the user journey to gain a deeper understanding of each step.
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Identify specific user needs, challenges, and barriers encountered during their experience.
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Map out the entire journey, considering what happens before and after the immersive experience.
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Develop a detailed overview of the problem space, ensuring no gaps or missed opportunities.
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Driven by Creativity
Grounded in Research
Staff side support for complex cases with language translation and document verification support.
Reflecting on what I learnt
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