BACKGROUND
The Real ID mandate
Starting May 7, 2025, U.S. residents must be REAL ID compliant to board domestic flights (without using a passport) and access certain federal facilities. The Transportation Security Administration (TSA) will stop accepting the standard driver license or ID card.
PROBLEM
Oregonian’s Real ID adoption is less than half the national average
Despite the impending May 7, 2025 deadline, Oregon lags significantly in adoption, with only 18% of residents having obtained a REAL ID — less than half the national average.
To apply for a REAL ID, Oregonians are required to visit a DMV office, with the appointment scheduling process taking place through the DMV2U Online Service Center. Unfortunately, this crucial step, meant to streamline the process, is plagued by user dissatisfaction due to the current website’s mobile experience. Common problems include complicated workflow, confusing navigation and interactions, and the lack of design.