Digital Registration Renewal Reminder

Problems

Business:

  • Cost of issuing and sending paper Rego notices
  • Amount of paper used

Customer:

  • Forgot to renew their rego on time
  • Ended up driving unregistered vehicle

Opportunity:

  • Allowing customers to choose to receive their vehicle registration renewal notification electronically, will reduce cost and increase the number of customers renewing their registration on time and therefore reduce the number of unregistered vehicles driven in NSW

Deliverables:

  • Stopping customers from having multiple/duplicate accounts
  • Option to opt-in to Digital renewal reminder(DRN) via Service NSW website
  • View and access Digital Certificate of Registration (DCoR) on their account

Lean UX process were implemented to quickly test and iterate our concept.

  • Interviews with Customer Service Reps
  • Competitors analysis
  • Design and Testing

Findings:

  • There can be many reasons why customer have multiple accounts:
    • shared account
    • delegation
    • etc
  • No clear preferred option from the two design solutions that was tested:
    • Allowing customers to deactivate the account in the flow.
    • Hard-stop. customers will have to call Service Centre or do a manual deactivation from the account page
  • Too many unknown and needed a bigger discovery, team decided to provide a hard-stop solution for the initial  release.

User flow

Identifying all the use cases for hardstop scenario

Responsibility:

  • Stakeholder engagement
  • End to end journey mapping
  • UI design for DCoR
  • Usability testing
  • Post Pilot survey

Opt-in to DRN

View Digital Certificate of Registration

Duplicate found- Hard-stop

Usability testing

Objectives

  • Comprehension,
  • Usability,
  • and Findabilty

Tasks

  • Opt in to DRN and access the Certificate of Registration
  • Access the latest Certificate of Registration after renewing rego
  • Opt out from DRN

 

 

Results

  • This service has been piloted using more than 1000 vehicles to great success, with 95% of drivers giving the opt-in process the thumbs up.
  • Digital Registration Renewal Reminder and Digital Certificate of Registration is now available to all NSW citizens.

Learning

  • Better prioritisation. The team were trying to solve two big features at the same time (stopping duplication & Opting in to the DRN) and ended up not having enough time to properly unpack/discover customers problem. Better prioritisation and planning would help the team to focus on a single problem to solve.
  • Test earlier. Testing the concept even earlier than what the team has done would benefit us from better understanding the need from our customers.
  • Better in capturing requirements. During the process, the team noticed that there are couples of areas that we haven’t consider and it’s causing scope creep. Bringing in the right people in the workshop would also make sure that we would have the right decision made and captured as well throughout the process.
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