The customer service portal made it easy to digest large amounts of information through the use of flat, high contrast designs and clear typographic hierarchy.
Updating the Ministry of Transportation's Drive Test Center software was a huge undertaking. I was part of a team of designers and developers responsible for redesigning the customer service application, used by CSAs (customer service agents) to process day-to-day requests related to driver licensing.
Our mandate was to improve the speed of service at Drive Test Centers across Ontario. We applied an extreme focus on both usability and accessibility. The application used high contrast colours in accordance with WCAG AAA, and was navigable using the keyboard or other assititve technologies. Contextual navigation, which presented users with only the options they required - helped prevent overloading the user with information. The resulting application, now being piloted at a handful of Drive Test centers in Ontario, is already showing significant improvement in speed and ease of use.
The customer service portal made it easy to digest large amounts of information through the use of flat, high contrast designs and clear typographic hierarchy.
The styleguide produced for MTO followed WCAG AAA guidelines. As a government employer, it was important to ensure employees of all needs were able to use the software with ease.
The styleguide also included UI behaviours, designed to improve the ease of using the application with a keyboard.
The call ticket screen clearly displays the next customer's ticket number.
The customer search screen allows customer service agents to find customers with or without an Ontario Driver License.
Clear prompts were provided to denote the end of a successful transaction. From there, the CSA would call the next ticket number - or be presented with next steps if something went wrong.