Exploring collaborative user centred design to develop ideas for greater social responsibility towards fitness to drive

Ensuring that members of society are fit to drive is a cornerstone of the driver licensing system in Australian jurisdictions. Anecdotally it is known that licensed drivers are not clear on what impacts fitness to drive, or at least which medical conditions need monitoring to make sure they do not become an unacceptable risk to themselves and others on the road. However the assessment and monitoring process is not well understood, which requires a cooperative approach from doctors and patients, as well as careful management by the regulator. VicRoads established a Design Lab to review and redesign policies and services in the registration and licensing domain. Its approach is user-centered service design – focusing on the user’s experience in their engagement with VicRoads. The objectives of the project were to: • Understand stakeholder perceptions and expectations around early experiences of the medical review process; • Review the effectiveness of the current customer experience; • Determine the different channels a user may rely upon for information; and • Explore the various ways a user can enter the medical review ‘system’, and the corresponding emotional experience. The final set of insights would be used to identify opportunities to improve services and processes in regards to the fitness to drive assessment approach.