KYTC DVR

Motorists and freight operators once faced a maze of disconnected pages when trying to renew licenses, verify credentials, or locate forms. Confusion on the portal translated into soaring call volumes and long office queues for cabinet staff.

Software Information Systems asked me to serve as the sole user-experience lead, translating departmental objectives into a clear service plan. I traveled to Frankfort, met division heads from Driver Licensing, Motor Carriers, and Motor Vehicle Licensing, and mapped pain points from every viewpoint.

Survey results and cabinet metrics revealed what citizens seek first: license issuance, address changes, and commercial permit clearance. Drawing on those insights, I produced a task-led information map that guides each visitor directly to the needed action, eliminating detours through scattered satellite pages.

Axure prototypes demonstrated a dual-entry navigation model—one lane for individuals, another for firms—layered with division-specific shortcuts. Stakeholders clicked through realistic screens and approved content placement before development commenced.

After launch, cabinet reports showed roughly a thirty-percent jump in digital self-service transactions, easing front-office queues and allowing staff to redirect effort toward non-routine cases. The project underscored the value of pairing stakeholder dialogue with focused user-experience craft, even when resources are lean and timelines tight.