PennDOT Change of Address Redesign: A User-Centered Transformation
The PennDOT change of address service needed a major overhaul to simplify and improve the user experience. The previous design was overly complex and visually unappealing, creating unnecessary barriers for users trying to update their information. My redesign streamlines the entire process, ensuring it is WCAG-compliant to work seamlessly for all users, including those with disabilities. By reducing friction and incorporating accessibility best practices, the new interface makes it easier for everyone to successfully complete their address change in a user-friendly, intuitive platform.
Where Users Struggled
Users faced numerous challenges with the previous PennDOT change of address service. The initial login page was crowded with dense text, creating an overwhelming start to the process. Without a clear text hierarchy, users struggled to identify important information, making navigation feel chaotic. The buttons were small and difficult to press, particularly on mobile devices, leading to frequent misclicks and frustration. Additionally, users had no option to select a separate mailing address, which was inconvenient for those with different home and mailing addresses.
One of the most confusing aspects was the overall process, which felt more like a shopping experience than a straightforward address change. The review page resembled a shopping cart, making users feel as though they were "purchasing" a $0 item rather than simply updating their address. The cluttered receipt page added further difficulty, making it challenging for users to confirm their changes with ease. These issues combined to create a convoluted experience that lacked the simplicity and clarity users expect from such a basic task.
A Simpler Way Forward
I redesigned the PennDOT change of address service to feel intuitive, seamless, and, above all, user-centered. Starting with a clean, streamlined layout, I introduced breathing room between sections, creating a lighter, easier-to-read interface that puts the user’s needs first. A 3-part status tracker helps users know exactly where they are in the process, while newly redesigned information and alert banners highlight essential messages clearly and accessibly.
Users now have the option to select a different mailing address, adding much-needed flexibility. The confusing “shopping cart” review page has been replaced with a straightforward “Review Your Address Changes” screen, so users can confirm their updates without feeling like they’re making a purchase. Larger, identifiable buttons enhance usability, and a simplified, easy-to-read receipt page makes verifying changes straightforward. Aligning the typography with the PennDOT brand using the Montserrat font, the redesign feels cohesive, professional, and welcoming.
With these improvements, the PennDOT change of address service is now a hassle-free experience, empowering users to make updates with confidence.
Closing thoughts
The designs shown here were part of an exercise aimed at reimagining and improving the PennDOT change of address experience. By addressing each challenge and creating a user-centered, visually engaging interface, I was able to transform a complex process into a straightforward and accessible journey. I enjoy working on projects like this, where I can enhance experiences on the public platforms we rely on every day. Moving forward, I’m excited to continue exploring ways to simplify and improve everyday digital interactions for all users.