Redesigning the New York State DMV Reservation System


At the request of Governor Cuomo, the New York DMV has promised “fast, easy, and convenient” product rollouts through its Customer Service Initiative.

New York state citizens need to be treated like they’re our customers.
— Larry Schwartz, top aide to Governor Cuomo, December 2012

New York DMV Customer Service Initiative rollout milestones, 2013 to present:

  • Website redesign
  • Online services as alternative to some visits
  • Greeters and self-service kiosks at select offices
  • New reservation system for in-person office visits

Project Statement

The New York DMV provides a wide array of services to millions of people every year. The department is already using digital media to make strides in improving customer experience. But there is still a lot of work to be done.

By nature, the DMV provides transactional services. But with too much friction.

A transactional path should clearly lead the user from A to B. That’s not currently the case. Users wander to achieve their goal with the DMV’s current tools. It is the duty of the DMV to shape a path for its users.

To accomplish this, the DMV should redesign its core online transactional system for connecting users with its services — the office reservation maker.

Detail 3

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