UX & Brevete

The brevete is one of the key documents for all Peruvians, as it certifies you legally as a driver. With it, you show not only that you know the traffic rules, but also that you have the basic skills to drive on the roads. Moreover, as it is issued by an official institution, this document allows road agents to identify you, know your blood type and locate an emergency contact in case of an accident.

The health emergency situation means that we are afraid to do the paperwork in person; as far as the renewal of the brevete is concerned, there is a virtual platform of the MTC (Ministry of Transport and Communications), through which you can carry out this process. However, this is exclusively for people who live in Metropolitan Lima; if you are in another region, you will have to do it in person.

The following analysis identifies some areas of opportunity in using this platform to apply for an electronic driver's licence. State platform to apply for an electronic driver's licence. In doing so, we seek to improve the system and provide some ideas that will allow it to function better.


PROCEDURE

The first thing to bear in mind is that the procedure is only carried out by persons with a DNI. If this requirement is met, the majority of cases for a duplicate brevete follow the following order:

1. Start: First, you will enter the portal of the ministry of transport and communications and select whether you want a new, duplicate, revalidation or recategorisation document. In this case, we will analyse the performance of the platform and the user experience during the electronic duplicate procedure.

2. Registration: Before starting the registration process, you must have an account at https://casilla.mtc.gob.pe/ to access the MTC's electronic mailbox; this is an e-mail address of the transport and communications system itself that allows you to receive notifications of the procedure. In this mailbox you must fill in a form with your personal data, as shown in the following image.

After registration and account activation through the electronic mailbox, you will return to the MTC's main platform to start your procedure. In other words, you start at this point, where your data will be validated a second time.

3. Payment system: Then the platform takes you to the payment system, which is an unknown window that will appear to make the payment for an amount of 6.80 soles. There are two payment options: págalo.pe or at the bank of the nation in person. Once you have made the payment, you will have to log in to your account to receive the confirmation email. Here we notice that we are being asked to enter data again to access another portal.

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Source: MTC Platform
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Source: MTC Platform

4. Verification: You must verify your payment on the website and check your details before requesting your document. To do this, you have to fill in the requested data again and validate them. Among them, you are asked for the ubigeo code, which can change constantly. This is the name officially given to the geographic location code in Peru, which is used to codify the territorial divisions of the country. If you do not have it updated (due to a change of address, among others), it is very likely that you will not be able to continue with the procedure and you will have to attend in person to update your data.

5. Application: A message will arrive in your email inbox: it normally takes 3 hours to send you the email. In this email, you will see the approval of the application for the electronic briefte, where there is a link to perform the final check and download.


FINDINGS

  1. At first glance, the platform of the Ministry of Communications and Transport seems simple. You can clearly see what type of procedure you want to carry out: new, duplicate, revalidation or recategorisation. However, there is a first requirement: to create an account in the electronic box, therefore, you must create an account with a user data form. 
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Source: MTC

This is often inconvenient because as soon as you enter the platform, you are redirected to another one. So, what happens is that you lose efficiency and the user may feel fatigued by having to change platform as soon as the process starts. The more pages that are opened, the more the system will load and the greater the risk of generating an error or platform saturation.

  1. Too many steps. During the procedure the data must be checked at least four times, which makes the process inefficient and cumbersome for the user. Ideally, the data should be securely auto-saved with a single validation and the same data should be used for the whole process.
  1. The payment system to obtain the electronic brevet is simple, but network errors sometimes occur, causing system bottlenecks. Below are some examples of real cases of problems with the platform:
  1. If your details are out of date or incorrect... you will have to cancel the operation and change them in person . Also, it is not possible to carry out this procedure whenever you want, as there are restricted opening hours; for example, if you apply for your brevete virtually during the weekend, the application will be processed on Monday from 8:00 am.
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Source: MTC Platform

RECOMMENDATIONS

  • It is important that it is a simple platform and that it maintains the fluidity of the procedure in a single environment, instead of entering different windows (one for box registration, another for payment, another for mailing, etc.).
  • Few steps to follow: There are many steps to follow for this procedure, therefore, the user can easily get confused in some of them. To improve this, a system of auto-saving of data during the procedure can be consolidated. This would save time and improve the user experience.
  • Connection: Network saturation can be a drawback for the process, as it can take a long time, and if the platform goes down, starting everything from scratch will be a nuisance for the user.
  • Document collection: There is a long delay between the steps and the delivery of the final mail with the digital documentation. Before validating your document, there are several pending documents to complete and these require several days of waiting for the information to be processed; this is where the system delays and users finally end up having problems in the process. 
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Source: MTC Platform

Let's talk. Contact us for further information. 

Freddy Linares
Freddy Linares

Director