A human-centered Department of State
Client
Personal Project
Department of State
Role
Service Designer
UX Designer
Interior Designer
Project Duration
Fall 2023
I moved to Michigan in 2023 and needed to update my ID and license plates. I made an appointment at the local Secretary of State office, prepared my paperwork, and arrived right on time. While I was at my appointment, I noticed that my experience lacked a sense of “humanness” and, therefore, created a lack of trust between myself, the workers, and the system I was engaging with. I felt like a cog in the machine and left believing there must be a better way. If Chick-fil-A can offer an excellent customer experience while selling chicken sandwiches, there’s an opportunity for Michigan’s Secretary of State to do the same when serving their residents.
I’m currently conceptualizing what a new holistic—customer, service, and user—experience could look and feel like from the moment a customer creates their appointment to the moment they exit the Secretary of State office building. See my progress below.
Desired Outcomes
- Boost positive interactions
- Facilitate ease of use while reducing friction
- Increase levels of trust with the Department of State
Step One: Creating an Appointment
Creating an appointment should be straightforward and easy. This appointment form uses helpful, clear language while walking the user through necessary questions until completion. That way the user feels confident knowing their needs will be met, how to come prepared, and what they can expect when arriving.
Step Two: Check-In
Once the customer arrives, they’ll be warmly greeted at the check-in desk. This is when the receptionist will confirm that the customer has all valid documents to proceed with the appointment. Then they’ll be brought to the waiting area.
Step Three: Waiting Area
Comfortable and colorful seating options are found in the waiting area. With free wifi, the customer is able to use their devices, but small talk with strangers is also encouraged. The screen gives users awareness of the time they’ll need to wait. And with a heart of hospitality, the Customer Service Representative will greet the customer once they’re ready.
Step Four: Service Area
The Customer Service Representative will bring the customer to their desk. Here is where they’ll work together to accomplish whatever the customer needs. No need to move around the space, it can all happen right here. Once they’re finished, the Customer Service Representative will walk the customer to the exit.
Step Five: Appointment Follow Up
Because there might be some questions or moving pieces after the appointment, the customer is able to receive updates via text messages. That way the customer is in the know until they have everything they need.