Think of a time you interacted with a government agency (passport, DMV, etc.) and how you would make it better.

Step 1: Clarify

1) Any specific type of interactions e.g. sharing documents, making payment, scheduling time etc.

2) Is the service designed for a specific segment of the population e.g. refugees, senior citizens, students etc.

3) Is this designed for a specific platform e.g. web, mobile,  tablet etc.

4) How much funding do we have to remediate this service?

Let me assume that the government agency in this case is DMV and the task is about issuing/ renewal of drivers 

Step 2: Select a user group

Target user group will be senior citizens (age group >65 years)

Step 3:  What would be their painpoints

a) Senior Citizens dont wait or stand in line at DMV office. They would prefer minimal waiting or in-person interactions

b) Senior Citizens find it tough to collect all documents and bring it to the DMV office only to be told that few documents are missing

c) Few have reading or listening issues

d) They need help with filling in forms but that help cannot come and wait with them at DMV office

e) Not all Sr Citizens are proficient in English and may need support with Spanish, Arabic, Indian languages etc.

f) Sr Citizens might undergo a stressful situation conducting business at a counter while the counter agent is waiting for responses and there are people standing in queue for help.

Step 4: Prioritization of pain points

Category 1 -High frequency and Impact:

a) Senior Citizens dont wait or stand in line at DMV office. They would prefer minimal waiting or in-person interactions

b) Senior Citizens find it tough to collect all documents and bring it to the DMV office only to be told that few documents are missing

f) Sr Citizens might undergo a stressful situation conducting business at a counter while the counter agent is waiting for responses and there are people standing in queue for help.

Category 2- Medium frequency and Medium impact

c) Few have reading or listening issues

d) They need help with filling in forms but that help cannot come and wait with them at DMV office

e) Not all Sr Citizens are proficient in English and may need support with Spanish, Arabic, Indian languages etc.

Step 5: Solution

Creation of a mobile app, key features of the mobile app are as follows:

a) Allows user to book an appointment with the DMV office eliminating waiting time

b) App provides a checklist of document and ability to create a check mark against each completed document

c) Allows users to take pics of documents and upload it into the app storage

d) Documents are pre-reviewed by DMV agents and feedback provided before the user comes to the DMV office

e) App provides updates on queue so that users can wait in car and come just when their turn is about to come

f) App allows users to ask questions on the app and get it clarified before coming to the office thereby reducing the interaction at the office

g) Ability to make any payment over app so they dont have to hunt for their wallet in the DMV office

h) App asks for feedback at the end of the interaction and uses a AI algorithm to generate usage trends

Step 6: Prioritization of solution 

Priority 1- High Impact and Low implementation Cost

a) Allows user to book an appointment with the DMV office eliminating waiting time

b) App provides a checklist of document and ability to create a check mark against each completed document

c) Allows users to take pics of documents and upload it into the app storage

f) App allows users to ask questions on the app and get it clarified before coming to the office thereby reducing the interaction at the office

Priority 2- Medium Impact and Medium/High implementation Cost

d) Documents are pre-reviewed by DMV agents and feedback provided before the user comes to the DMV office (Needs considerable assignment of DMV agents)

e) App provides updates on queue so that users can wait in car and come just when their turn is about to come (Involves implementation complexity)

f) App allows users to ask questions on the app and get it clarified before coming to the office thereby reducing the interaction at the office(Needs considerable assignment of DMV agents)

g) Ability to make any payment over app so they dont have to hunt for their wallet in the DMV office(Implementation complexity with payment providers)

Priority 3- High/Medium Impact and High implementation Cost

h) App asks for feedback at the end of the interaction and uses a AI algorithm to generate usage trends