In El Salvador, processes such as driver’s license renewal and vehicle registration card issuance were traditionally handled in-person at Sertracen offices. These procedures required long waiting times, physical paperwork, and constant assistance from staff, which often resulted in overcrowded offices, slow service, and frustration for users who only needed to complete straightforward transactions.

Additionally, many users were not familiar with digital self-service systems, making it challenging to introduce automation without compromising usability or trust.

The main goal of the project was to design a self-service solution that would allow users to independently renew their driver’s licenses and vehicle registration cards in a fast, secure, and intuitive way.

The solution needed to reduce waiting times, optimize operational efficiency for Sertracen, and provide a smooth experience for users with varying levels of digital literacy.

The concept was based on guided self-service: a physical kiosk with a step-by-step digital flow that replicates the assistance of a human operator. The interface was designed to be highly visual, with clear language, large touch targets, and immediate feedback at every step to ensure users always understood what to do next.

The experience focused on reducing cognitive load, preventing errors, and reinforcing trust through clear confirmations and system validations.