Interaction Design
Description:
Every day, around 500 people visit the city Regional Transport Office (RTO) for getting a driving license. Some of these people are illiterate. The RTO is short on staff and struggles to cater to all these people. To get a license the user needs to fill a form, take an objective-type test, and submit copies of age proof, address proof, a phone number, finger prints, and a photograph. After verification of this, the user is issued a learner’s licence. If the user has held a learner’s licence for a month, he/she may apply for a permanent licence. In that case, the user is given a choice of a date for a driving test, after which the licence is issued.
The RTO has decided to put up an interactive public information system in the lobby of its office to ease the process. The primary target audiences for this system are:
Individuals who come to issue a learner’s driving licence (typically 18–20 years old).
Individuals who come to issue a permanent driving licence (typically 18–20 years old).
Based on this information, write in about 20 words the needs of different types of users and information that the system should provide. State the assumptions you are making about the availability of technology and information.
Design Task:
Draw a sketch of the lobby to illustrate the physical location of the system and how users would interact with it.
Present two scenarios:
(1) Submission of application
(2) Getting a licence to illustrate the details of the graphical interface and information flow. Each scenario should highlight specific problems the users might face and show how the system would solve these.
Evaluation Criteria:
Ability to understand the needs of users, originality, the logic and flow in the interface, usability and appropriateness of information, and presentation.
Show Hint
For illiterate users, the design must incorporate larger symbols, visual cues, and voice prompts to ensure easy interaction and accurate submission.
Learner’s Licence Applicants: These users require simple instructions and a clear, easy-to-navigate interface. The system must support illiterate users, with visual indicators and voice guidance.
Permanent Licence Applicants: These users need clear instructions on what steps to follow after they have passed the learner’s test. The system should allow users to select dates for their driving test, verify documents, and provide directions to the next step.
Assumptions:
Users have basic knowledge of using a touchscreen or physical interaction interface.
Technology available includes a simple touchscreen kiosk with text-to-speech support.
The system is designed to be intuitive, with large icons and easy-to-understand symbols for illiterate users.
Lobby Sketch:Scenario 1 - Submission of Application:
User approaches the system and taps "Apply for Learner’s Licence."
The system asks for basic information (name, address) and verifies through biometric (fingerprint) input.
A document upload step is provided for address proof, photograph, etc.
The system confirms the submission and generates a ticket for the applicant.
Problems: Users may face confusion in understanding instructions. The system should have large visual icons and voice prompts to guide the process.
Scenario 2 - Getting a Licence:
User selects "Permanent Licence" after holding a learner’s licence for one month.
The system prompts for the driving test results (which are preloaded into the system) and asks for the date selection for the test.
The user can choose a preferred test date from available slots.
Problems: Users may be unsure if their learner’s licence has expired. The system should highlight dates of expiry and warn users about this.
