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Replace a vehicle's registration certificate online
INTRODUCTION
The Replace a Vehicle Registration Certificate Online (Replace Registration Certificate) service offers users a simple way to obtain replacement certificates.
However, with low usage and the government’s transition to a new platform, the future of this service is uncertain.
This case study outlines the process of evaluating whether to retain or decommission the service, leading to a redesign with a digital alternative.
ROLE
PLATFORM
DATE
Challenge
With the online service accounting for just 4% of all replacements, we needed to determine if the cost savings from discontinuing it outweigh the potential user and business benefits of keeping it.
Goal
Evaluate whether to retain or decommission the service.
If retained, redesign the service to boost user adoption and align it with digital transformation goals.
Results
The service was redesigned and is scheduled for launch in Q2 2025 with an added digital alternative, supporting the goal to increase digital adoption.
Reviewing the data
To gain clearer insights, we reviewed the available data.
Here’s what we found:
Cost per transaction
Below is the comparison of the cost per transaction via various channels
If all transactions are converted to digital, the potential savings will be $4.45 mil per year.
Understanding the Low Digital Adoption
To better understand why the digital channel has such low uptake, we conducted a survey to gather insights directly from users. Our goal was to explore:
- Why people are replacing their registration certificates.
- What they use the paper certificate for.
- Awareness: Do users know they can complete this process online?
- Digital Version: Are users aware of the digital alternative?
- Preferences: Do users prefer a physical or digital certificate?
By addressing these questions, we aimed to identify potential barriers to digital adoption and uncover opportunities to improve the service.
Survey
We surveyed 29 participants relevant to our study: they had replaced or used a registration certificate or bought, sold, or owned a vehicle in the past six months. The participants represented diverse demographics:
Insights
Reasons for Replacing Certificates:
Most participants replaced their certificates due to buying or selling a vehicle, with registration renewal as the second most common reason.
Use of Paper Certificates:
There were no clear patterns in paper usage across demographics, though the sample size was small (6 participants).
Online vs Offline Replacement:
Participants were evenly split between online and offline replacements. Many offline users were unaware of the online option but said they would use it for convenience. Online users found the process easy, though some still preferred in-person transactions.
Awareness of DCoR:
More than half were unaware of the Digital Certificate of Registration (DCoR). Those aware learned about it online, and 70% of them had opted into Digital Vehicle Registration (DVR).
Preferences:
Half preferred digital certificates for convenience and accessibility, while others wanted both digital and paper options for flexibility.
Survey insights pointed to low awareness as a key reason for low digital adoption.
Gathering More Data
However, with a small sample size, we conducted further research focusing on customers who replaced their certificates offline to better understand their behaviour.
Survey 2.0
The second survey built on the first, with additional goals targeting offline customers:
- Why do they prefer in-person replacement?
- Are they aware they can replace it via the SNSW website?
- Do they prefer not to visit a service centre?
New Insights:
Resistance to Online Channels:
Some participants prefer in-person transactions despite knowing about the online option, due to:
- Proximity to service centres.
- Privacy concerns and distrust of technology.
- Desire for immediate and accurate service.
Preferred Communication Channels:
Email emerged as the top choice for service updates, with text messages as a secondary option.
Reinforced Insights
Awareness Gaps:
Over 75% of participants were unaware of the online replacement option and DCoR.
Preference for Paper Certificates:
Many participants still want physical certificates for convenience and peace of mind.
Value of In-Person Transactions:
Customers continue to favour in-person service for confidence, convenience, and familiarity.
Decision: Decommission or Replatform?
We reported back to stakeholders, recommending replatforming the transaction to unlock potential business savings by boosting awareness of the online service.
Stakeholders agreed with our proposal.
We also emphasised maintaining the option for paper certificates, as the digital certificate is not yet widely accepted.
With their approval, we moved to the next phase: ideation and design exploration to improve user experience and adoption.
Improving the Transaction Flow
The next phase involved assessing the current transaction flow to guide the redesign. Our focus was to:
- Address survey findings by incorporating user needs.
- Introduce a digital option to align with the broader vision of increasing digital uptake, though this was not part of the original plan.
- Update the design to align with the GEL design system, since the existing flow was created before its adoption.
These steps led us to develop the first design iteration.
First Design Iteration (Design 1.0)
Our initial design iteration addressed key areas for improvement:
These changes laid the foundation for testing and refinement in future iterations.
User Testing: 1:1 Interviews
We conducted 1:1 interviews with 6 participants to validate the first design iteration. Key findings included:
Landing Page Alert
Only half the participants noticed the alert, indicating an opportunity to improve visibility.
Digital Option Friction:
Participants expected immediate access, but the pop-up added unnecessary steps.
Tooltip Visibility Issue:
The tooltip was overlooked by most participants, reducing its effectiveness in redirecting users.
These insights will inform the next design iteration.
Design 2.0: Key Changes
Based on user feedback and internal evaluation, we implemented three major changes:
Guest Access Removed:
Since guest users cannot view delivery addresses for security reasons, authentication is now required, making guest access redundant.
Screener Question Added:
Instead of using a tooltip as in the previous design, a screener question now helps guide customers to the correct transaction, reducing confusion between tasks like replacing a certificate and renewing registration.
Digital as an Add-On:
Previous research revealed some customers wanted both paper and digital options. Offering digital as an add-on resolves this issue and meets diverse customer needs.
User Testing 2.0
We conducted another round of testing with 6 participants to evaluate the updated design. Key findings included:
Screener Question Success:
Participants found the screener questions helpful in guiding them to the next steps. They confidently navigated different scenarios.
Opt-In Confusion:
While the opt-in process was clear, participants were confused about having to pay for the paper certificate. They expected switching to digital to replace, not supplement, the paper option.
Based on feedback from the second round of testing, we need to address the following for the next design iteration:
Clarify Payment Process:
Ensure customers clearly understand they still need to pay for the paper certificate after opting in.
Consider Digital-Only Option:
Revisit the possibility of offering a digital-only option to provide clearer choices.
Communicate Certificate Differences:
Highlight the differences between paper and digital certificates early in the process to guide decisions effectively.
Design 3.0
Informed by feedback from round 2.0 testing, again we implemented three changes:
Binary Choice Reintroduced:
We reverted to the 1.0 model, offering a binary choice between digital and paper certificates, as integrating the digital opt-in was confusing for users and unfeasible due to Transport for NSW policies.
Enhanced Informational Elements:
We added more details at the selection point to help customers make informed decisions, including: explanations for clarity, sample certificate and a sliding modal with additional guidance.
Opt-In Process Redirection:
The opt-in process is managed by another team. Although we attempted to integrate it in Design 2.0, we learned that it wasn’t feasible, so customers are now redirected to another page to complete the process.
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User Testing 3.0
For this round, we conducted guerrilla testing at some of our Service NSW centres to quickly gather user feedback. Key findings included:
Binary Choices:
Customers found the choices clear but remained disappointed they couldn’t select both digital and paper certificates simultaneously.
Additional Information:
The new informational elements improved decision-making and increased understanding of the differences between physical and digital certificates.
Opt-In Redirection Frustration:
Customers were frustrated by being redirected to another page for digital opt-in, especially since there were no clear instructions or information on how the opt-in process worked on the new page.
Final design
After the third round of testing, we implemented some minor updates for one last time, leading to the final design.
Next Steps
Seamless Opt-In Experience:
In the final testing round, customers found being redirected to the Notifications page jarring and unnecessary. They expected the opt-in process to be integrated into the transaction, and we still believe this would provide the most seamless and customer-friendly experience.
Offering Both Digital and Paper Certificates:
Across all testing rounds, customers expressed interest in having access to both digital and paper certificates. Allowing customers to access a digital rego certificate while still receiving a physical copy (similar to the driver licence model) would align with expectations and encourage more opt-ins.
Increasing Digital Certificate Acceptance:
One of the biggest barriers to digital adoption is the limited acceptance of the digital certificate as valid proof of registration. To bridge this gap, aligning the appearance of the digital and paper certificates for consistency and increasing awareness of the digital certificate’s legitimacy among key businesses, such as mechanics and dealerships, would improve adoption.