Making it easier for NSW residents to view, manage and transfer their vehicle registrations

Client: Service NSW
Role: Lead product designer

Problem

Customers are frustrated because they can’t find or complete registration related transactions from the Service NSW app.

Solution

I led the design overhaul for vehicle registrations, making it easier for customers to find important information and complete transactions through the app.

Ready for development in 2025.

Process

1 million customers access their vehicle registrations through the Service NSW app each month. 

We audited hundreds of pieces of feedback and found that there were opportunities to improve this feature.

From our audit, we found that customers:

• can’t find how to complete a notice of disposal or vehicle registration transfer
• can’t find or add their boat and bike registrations
• can’t see their certificate of registrations
• aren’t sure if they need a pink slip

The existing design was also cumbersome and difficult to scan for information.

As a result of these issues, customers may have to  complete transactions on a desktop or in person, making it time consuming and frustrating.

I led the redesign for vehicle registrations.

We aimed to enhance customer satisfaction by making related transactions more seamless across the app and website, and improving discoverability of key information.

I led usability testing with 8 diverse customers, including screen reader testing with 1 customer.

We found that customers knew very little about the process to buy and sell cars, unless they had done it before or knew someone who had. 

We also understood what registration information customers found most important, and emphasised this in the design. 

Customers resonated with the tested designs which highlighted key information. They were easily able access important information and seamlessly complete transactions.