The Context

Government of Nova Scotia is building a Registry of Motor Vehicles (RMV) that delivers services designed to meet the needs and expectations of Nova Scotians. As the population of Nova Scotians increase, so too does the demand for public services such as driver testing.

This initiative aimed to increase the capacity of road testing in the province by modernizing the processes Driver Examiners use, so more time in their day can be spent conducting road tests instead of administrative work. RMV also desired real-time data on the testing capacity and the results of road tests, so they could improve other aspects of road testing based on evidence.

Our Work Together

Understory Consulting led the research and prototype testing phases in collaboration with a team of developers, data architects, project managers, and user experience designers from Mariner Innovations. The research process heavily involved frontline staff including driver examiners and program managers. We approached it iteratively, using visuals of digital services as much as possible and consistently ensuring the feedback incorporated into the technology and supporting processes before new cycles of research and design on related areas. The resulting digital product was implemented across Nova Scotia and has made a meaningful impact on the goals set initially by RMV to make real-time data available and reduce the administrative burden.