Built the most-trusted DMV GovTech platform from 0 to $100M+.
eTags set out to do something that sounded simple; make DMV transactions feel easy. Title transfers, registration renewals, license plates: the kind of required tasks people dread.
The eTags brand needed to earn trust instantly, offer excellent customer service and guide nervous users through state-specific compliance requirements with streamlined UX.
Digitalize cumbersome and complex government forms. To only show pertinent information and data required for a specific service. To offer something the state doesn’t; Excellent customer service.
To create a web app and funnel experience that would take the customer 5 minutes to fill in using descriptive and easy to understand language.
eTags became the national #1-rated online DMV service with over 200,000 FIVE-star reviews, more than any other online title and registration platform in the country. Monthly traffic grew to 500K+ visitors across web and mobile, and the business scaled past $100M in annual revenue.
The investment in trust-first design compounded over time: repeat customers, word-of-mouth growth, and an NPS that consistently outpaced the industry. A product people return to year after year because it simply works.
The internal support portal (CRM) used by the eTags operations team to handle all incoming transactions. Etags legal management platform (MNG), where legal specifications for each state could be edited and managed.
I designed and developed the front-end for both the customer account portal; where users could manage their vehicle registrations, track orders, and chat with support.
Email and SMS template management for each state and auto responses. Dynamic state specific receipt template management.
- Customer account portal with order management and live chat
- Internal support portal application (CRM) for high-volume customer management
- Legal management application (MNG).
- Email and SMS template application.
