Challenge
The existing WoF Online system was built in the late 1990s and ran on unsupported infrastructure, making it the number‑one regulatory technology risk for NZTA. Inspectors relied on outdated UX patterns, VPN access, and insecure shared logins, creating operational risk and poor usability. Despite the system’s scale and criticality, there was initial resistance to user‑centred design and testing, increasing the risk of replacing one fragile system with another that didn’t fit inspectors’ real‑world workflows.
Solution
VIC was designed as a modern, web‑based application with RealMe authentication and role‑based access, replacing shared credentials and VPN dependency. UX work focused on simplifying high‑frequency tasks such as vehicle search, recording inspection outcomes, error handling, and confirmation flows.
User testing was actively advocated for and delivered, including walkthrough sessions with WoF inspectors and inspecting organisations across New Zealand, despite delivery pressure. Findings directly informed design refinements before rollout. The solution was developed in close collaboration with product, engineering, regulatory SMEs, and industry partners, and rolled out in a staged approach to minimise disruption to frontline inspection services.
Results
VIC successfully replaced WoF Online, removing a critical regulatory risk and providing a modern, reliable, and scalable platform for vehicle inspections. Since go‑live, VIC has processed over 1.5 million WoF inspections, with strong performance metrics and overwhelmingly positive feedback from inspectors and stakeholders, including reports of improved usability and clarity. The project is widely recognised internally as a standout example of how user‑centred design improves outcomes for large‑scale, professional‑use government systems.
