Service Victoria UX/UI & Digital
Digital Driver Licence
Situation
Following the successful initial rollout of digital driver licences and learner permits to all Victorians, the focus has shifted to expanding its real-world usability. A significant milestone has been reached: a growing number of licensed venues (bars, nightclubs, etc.) are now equipped to scan and accept digital driver licences for proof of age and identity verification, mirroring the functionality of the physical plastic card.
The existing digital driver licence page within the Service Victoria app needs to be updated to prominently feature this new capability and encourage users to utilise their digital licence in these social settings. This requires clearly communicating the convenience and expanding utility of the digital ID.
My task was to redesign the digital driver licence page within the Service Victoria app to prominently feature the new ability to use it at participating bars, nightclubs, and other venues. This task requires building upon the existing design and strategically incorporate information about this significant new capability.
The goal is to empower Victorians to confidently use their digital driver licence in more everyday situations, enhancing the value and convenience of the Service Victoria wallet.
Tasks
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Create interactive prototypes of the digital driver licence landing page
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Use research to inform the design strategy and ensure the enhanced page addresses key user needs.
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Iterate on the chosen prototype and create a refined high-fidelity version
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Gather positive comments or ratings specifically mentioning the clarity and usefulness of the landing page.
Actions
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I generated a prototype with multiple approaches for presenting the information about using the digital licence at bars and nightclubs. This will involve exploring different visual layouts, information hierarchies, and calls to action.
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Conducted in-depth interviews with Victorian drivers, specifically probing their understanding of digital IDs, their expectations and potential hesitations about using them at bars and nightclubs, and their current experience with the digital driver licence in the Service Victoria app.
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The design team conducted usability testing sessions with target users interacting with the prototypes. They observed user behaviour, gather feedback on their understanding and ease of use, and identify any pain points or areas of confusion, particularly around the venue acceptance information. The design was then revised based on these findings.
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After the updated Service Victoria app with the enhanced digital driver licence page was released, the team actively monitored key metrics like page views and user feedback (app store reviews, in-app feedback). They specifically looked for comments related to the clarity and usefulness of the venue acceptance information.
These designs are currently protected – if you’d like access, please contact me directly
Results
Service Victoria had an increased adoption and usage of Digital Driver Licences. This was a significant increase in the number of Victorian drivers and learner permit holders who successfully add their digital licence to their Service Victoria wallet after the enhanced page is launched. This is evidenced by app usage data showing a rise in the number of active digital licences. This indicates that the page effectively communicates the availability and ease of accessing the digital licence, overcoming initial barriers to adoption.
We had exceeded the pre-defined targets for digital driver licence adoption and usage within a specific timeframe following the launch of the enhanced page. This demonstrates that the design and development efforts have directly contributed to the strategic goals of the Service Victoria initiative and the broader government objective of digital service delivery.
These successful results demonstrated that the design and development of the digital driver licence page within the Service Victoria app have been effective in providing a valuable, user-friendly, and widely adopted digital alternative to the traditional physical driver licence.
