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Looking across the voter experience

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Testimony on the voter experience that I gave at the Presidential Commission on Election Administration hearing in Philadelphia on September 4, 2013.

Testimony on the voter experience that I gave at the Presidential Commission on Election Administration hearing in Philadelphia on September 4, 2013.

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  • 1. Looking across theLooking across the voter experiencevoter experience how design, usability, and accessibility shape voters’ paths through elections Dana Chisnell Center for Civic Design Presidential Commission on Election Administration September 4, 2013
  • 2. Clear process Efficient, effective poll workers Usability and accessibility
  • 3. Clear, verifiable results
  • 4. A margin of victory that is larger than the number of residual votes
  • 5. Carrying out voter intent.
  • 6. Cast as intended
  • 7. Cast as intended, counted as cast.
  • 8. 41 participants geographically diverse looked for answers on their county’s website
  • 9. Most-asked questions 1. What’s on the ballot? 2. Can I vote absentee? 3. Can I vote early? 4. Where do I vote? 5. Who’s in office now? 6. Do I need ID? 7. What’s the deadline for registering? 8. How do I vote?
  • 10. 100+ hours in polling places
  • 11. What’sontheballot? CanIvoteabsentee? CanIvoteearly? WheredoIvote? Who’sinofficenow? DoIneedID? What’sthedeadlineforregistering? HowdoIvote? 100% 50% 0% 80% Preparing to vote
  • 12. 100% 50% 0% What’sontheballot? CanIvoteabsentee? CanIvoteearly? WheredoIvote? Who’sinofficenow? DoIneedID? What’sthedeadlineforregistering? HowdoIvote? 35% 12.5% 60% 60% 72% 65% 69% 80% 80% Preparing to vote
  • 13. 100% 50% 0% What’sontheballot? CanIvoteabsentee? CanIvoteearly? WheredoIvote? Who’sinofficenow? DoIneedID? What’sthedeadlineforregistering? HowdoIvote? 35% 12.5% 60% 60% 72% 65% 69% 80% 80% Preparing to vote
  • 14. Voting at the polling place Good Bad Gettothepollingplace Getinthequeue Figureoutwheretogofirst Checkin Getaballot Marktheballot Casttheballot Findpollingwithinthebuilding Getasticker Leave
  • 15. Voting at the polling place Good Bad Checkin Gettothepollingplace Getinthequeue Findpollingwithinthebuilding Figureoutwheretogofirst Getaballot Marktheballot
  • 16. Voting at the polling place Good Bad Marktheballot Do I know about all this stuff? How do I mark my choices? Should I vote on everything? What do I do if I don’t know anything about these judges? What if I get it wrong? What is this Vote for 3? Why didn’t they tell me there were more on the back?
  • 17. Voting at the polling place Good Bad Checkin Casttheballot Gettothepollingplace Getinthequeue Findpollingwithinthebuilding Figureoutwheretogofirst Getaballot Marktheballot Getasticker Leave
  • 18. Voting at the polling place Good Bad Gettothepollingplace Findpollingwithinthebuilding Getinthequeue Figureoutwheretogofirst Checkin Getaballot Marktheballot Casttheballot Getasticker Leave
  • 19. Voting at the polling place Good Bad Gettothepollingplace Findpollingwithinthebuilding Getinthequeue Figureoutwheretogofirst Checkin Getaballot Marktheballot Casttheballot Getasticker Leave
  • 20. Journey maps look at experience holistically Benchmarking Showing improvement over time
  • 21. Voting at the polling placeCheckin Getaballot Marktheballot Casttheballot Getasticker Leave Checklist: test and measure Can voters: find the information they need? find the correct place to sign in? read all signs easily? understand what is allowed in the polling place? read all of the information on the ballot easily? navigate the ballot to find all contests and ballot questions?
  • 22. Voting at the polling placeCheckin Getaballot Marktheballot Casttheballot Getasticker Leave  Make signs easy to read  Provide clear information about behavior in the polling place  Use plain language  Use icons to reinforce instructions  Use mixed case  Use big enough type  Pick one sans serif font  Use contrast and color to support meaning  Show what’s most important Closing the gap
  • 23. Design matters throughout the experience. Testing and measuring through usability checks can make it easy to make and see improvement over time.
  • 24. Dana Chisnell Center for Civic Design dana@civicdesigning.org centerforcivicdesign@gmail.com civicdesigning.org @danachis @ChadButterfly

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