My role was A contract Product Design Lead and UI Designer. I joined this Adot project after the business goals were outlined and the application idea was in its idea phase. I was brought on board to define the functionality through user research. I shadowed ADOT workers at various times to get a full understanding of their challenges and technical processes. I also built some clickable prototypes for field input at various stages of design. I created the visual design and material design system. Part of the project was a worker web app built on React, and a customer facing website I also designed.
The whole ADOT system was redesigned and built from the ground up. ADOT brought me in at year 4 as a contractor to handle the Product side of the 7 year project. I conducted extensive research and customer interviews. I shadowed ADOT workers in their daily work, observed, asked questions, and created worker behavior and work processes.I also conducted public interviews with various demographic and age groups, asking questions about what they would like to have and sharing prototypes of ideas that I had to get feedback and solve workflow, UI issues. Produced many rounds of prototypes and revisions.
The most valuable information when building products for consumers is understanding the consumer. This project had 2 different verticals of the same information. The worker side was looking at the same data as the general public. I needed to understand two different workflows and user experiences. I worked with ADOT leadership, Development teams, Project managers, and front-end developers.
I designed the web app for workers the consumer “MVDnow” website, Fleet Management, commercial transport, Service Arizona website. to name a few. As a design director I hired and managed 2 designers.
After 1 year, the result was an: 78% incline in positive customer service satistfaction(taken by online and inservice questionaire).
ADOT Dept. office visit time was reduced by 81% within 6 months.
Online License renewals increased by 67%, Driver and vehicle related online services increased by 54% on average accross all divisions. New MVDnow website had 22million visits within the first 6 months.
