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What do people really think of DVLA?
As many will be aware, Mary Reilly, non executive director at DfT, published a review of DVLA last year. One of her recommendations was that we need to understand our customer segments a bit better....
View ArticleGathering the views of the motor trade - Personalised Registrations Online
As most people were sound asleep at 4am one late September morning, user researcher David Drew and I were on the M4 and heading north of the border. We had two days scheduled with Arnold Clark in...
View ArticleCustomer Insight demos View Vehicle Record and Disposal to Trade prototypes
Late September and a 6am start means a dark morning but nevertheless I was ready and waiting for a day of usability testing with fleet companies based in Bristol and the South West. Our destination:...
View ArticleCustomer insight: how we test a service
It’s important that DVLA engage with all customers who will use our digital services. Following the successful testing session hosted by Motability, the British Vehicle Rental & Leasing Association...
View ArticleUsing insight to understand our customers
The voice of our customers is extremely important to DVLA. Every day we monitor the calls we get, what complaints have been made and more recently what our customers say on social media. We also...
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Usability testing at DVLA
Back in November I presented to our Executive Team and was given approval to invest in a User Experience (UX) testing Lab. We’ve been doing usability testing here since 2008 and as an organisation we...
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An update on UX@DVLA
In March I blogged about UX@DVLA as the build entered the final stages. It’s been a hectic few months and it’s the right time to give an update on how the lab is doing. I knew all the hard work, faith...
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Making sure our online services are accessible to all
Last week several colleagues and I spent the day at the Digital Accessibility Centre (DAC). The DAC works with clients to create digital media that’s accessible to all, and meets best practice...
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Looking to the future: DVLA’s strategic and business plans
We’ve just published our 3-year strategic plan and this year’s business plan, so it’s a good time to take stock of what we’ve done – and what’s to come. Through everything we’ve achieved and the...
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Creating great online services: how we test services in our research lab
To design online services which improve the experience for users when they transact with DVLA, it is important to understand what our customers need from us. Our User Experience (UX) team use several...
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