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The first online platform for vehicle registration in Ontario.


This is an ongoing project for the Ontario government.

All vehicles driven on roads must be registered in Ontario, Canada.

We designed a responsive website from scratch to digitalize the whole registration process.

The MVP is estimated to be launched in October 2020.


Information architecture

Med-fi to hi-fi prototype

Usability testing


June, 2019 to present







Casey Wu (me)

Lucia Hsieh

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Dealers spend a large amount of time and effort licensing vehicles. They invest a lot of time doing the paperwork and travelling multiple times to ServiceOntario.


We designed a responsive website to allow dealers to license vehicles online


User Research

In Ontario, 87% of vehicle registration and 68% of transfer of ownership are done by dealers. To understand their needs, we launched two types of user research.

Interviews (Qualitative): To understand how different types of dealers currently license vehicles on behalf of their customers.




minutes per session

Survey (Quantitative): To validate whether the insights gained from qualitative research are statistically significant.




small businesses with less than 5 employees

Problem Identification

We identify 3 challenges of licensing a vehicle for dealers.


Going to ServiceOntario to licence a vehicle is the only option right now. It is extremely time-consuming and offer bad in-person experience. 


Incorrect or missing information is common in dealers' paperwork, which leads to repetitive work.


Some customers don't pay their fines before licencing. Dealers won't find it out until they submitted the paperwork. It results in delaying the licensing process.



Based on the result of user research, we created 5 personas to represent different users and their diverse needs.

Bob the owner of a small dealerships
Bob the owner of a small dealerships

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Drew the seasoned business manager
Drew the seasoned business manager

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Tracy the experienced fleet licensing coordinator
Tracy the experienced fleet licensing coordinator

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Bob the owner of a small dealerships
Bob the owner of a small dealerships

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User Journey

Vehicle registration involves many documents and restrictions. Before getting into prototyping, we need to figure out the logic behind the whole registration process first.


Click here to see the complete user journey schema in Miro.



We have 2 prototypes. A medium-fidelity Balsamiq prototype for the mobile version and a high-fidelity Figma prototype for the desktop version

Home Page

This is the home page of the website.

It contains four main sections related to application management. The same four sections are also on the global navigation bar.

On the desktop version, we also show additional information such as "News" and work hours of the ServiceOntario location of the user's choice.

Application Process

We simplified the whole vehicle registration process into several questions.

Based on the user journey schema, the website will know the intention of users by their choices and then ask for the required documents.

Users don't need to know any of the rules of vehicle registration to finish the whole application process.

Uploading Documents

Documents will only be required when they are needed for the specific application.

Users can choose to browse or drag and drop a file to upload it. 

Uploading Documents
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Users can manage their applications. "Saved application" is for unfinished applications, "At ServiceOntario" is for applications that have been submitted, and "Order history" is for completed applications.


Usability Testing

We conducted 3 sessions of usability testing with 21 dealership organizations in one month. We tested both the mobile flows in Balsamiq and the desktop flows in Figma. Besides some minor changes, we found 5 main changes we need to conduct from users' feedback.

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What I learned

  • Negotiation with stakeholders is very important to define the design limitations. While at the same time, the limitations are also negotiable.

  • A user journey or schema help designers figure out the logic of the whole website. It is  especially essential for application design with different conditions.

  • A low fidelity prototype is more appropriate for the first round of usability testing because it makes users more comfortable of pointing out major problems.