This document summarizes the challenges and successes of implementing automatic voter registration through the Department of Motor Vehicles in Oregon in 2016. It discusses how Oregon was able to register 200,000 new voters, a 66% increase over previous levels, through this process. However, it also notes the difficulties of collaboration between the DMV and Secretary of State agencies, as well as ensuring accessibility for a diverse population. Overall, it advocates for stronger collaboration, communication, and user-centered design practices to continually improve democratic processes and civic participation.

1. A tale of 2 agencies
Designing automatic voter registration
Whitney Quesenbery
Center for Civic Design
civicdesign.org
@civicdesign | @whitneyq

2. Democracy is a design problem.
Starting with elections.

3. A simple goal
Make it easier to vote.
Automatically register everyone.
At the Dept. of Motor Vehicles.

4. In 2016, Oregon started
automatic voter registration

5. In 2016,
they moved the needle
200,000 (66%) new registrations
through AVR
4% uptick in turnout compared to
1.6% nationally
AVR accounted for over 1/3 of new
registrants who voted

6. A tale of two agencies
… joined by a legal requirement
Department of Motor Vehicles
Driver’s licenses
Vehicle registrations
Non-driver ID cards
State Secretary of State
Registers voters
Runs elections

7. Context
It’s not the 20th century any more
1993 2002 2008 2016
Motor Voter
adds voter
registration at
the DMV
and other
agencies
HAVA mandates
statewide voter
registration
databases
First online
voter
registration
First
automatic
voter
registration
(AVR)

8. A tale of two agencies
4 agencies
dozens advocacy groups
10+ languages
millions voters

9. How do we create a great
service design in this
complex environment?

10. Context
Collaboration
Communication

11. Context
The least loved government office

12. Not such a great experience on the other
side of the counter
Photo: The Oregonian Live

13. Not such a great experience on the
screen either
Photo: The Oregonian Live

14. The clerk’s view
Part of my job but
not part of my mission
The customer’s view
Unexpected
Unnecessary
Extra time

15. Statutory Questions
“The information you provided today will be used
to register you to vote or update your voter
registration, unless you decline at this time.”

16. Voter registration
“While you’re here, let’s make sure you get your
ballot for the next election.
I’ll use the information you’ve given me today to
keep your voter registration up-to-date or
register you to vote, if that’s OK with you.”
If they say no, check here

17. The cost of out-of-date registrations
Printing the ballot
Voter guide and envelopes
Postage
Address correction
Replacement ballot
More postage
And lines

18. Voter registration
“While you’re here, let’s make sure you get your
ballot for the next election.
I’ll use the information you’ve given me today to
keep your voter registration up-to-date or
register you to vote, if that’s OK with you.”
If they say no, check here

19. Let’s make sure you get your ballot for the next
election.
The information you’ve entered today will be used
to keep your voter registration up-to-date or
register you to vote, unless you decline by
checking the box below.
Do not use my information for voter registration.

20. Context
All politics is local
California: 39 Million (21 times the size of
Wales), supports 10+ languages
Rhode Island :1M (15% of the size of Wales)
1 additional language, in 3 cities

21. Balancing two goals
Registering as many people as possible
vs
Not registering anyone who isn’t eligible

22. Collaboration
Changing the relationship
futureofcaelections.org/

23. Collaboration
Including everyone

24. Collaboration
Getting closer to people
“It was a wonderful experience! I would
do it again. It was extremely valuable to
listen to everyone’s thoughts as they were
going through the application.”
Election official

25. Communication
Cross-cultural communication

26. Communication
Cross-cultural communication

27. Communication
Cross-cultural communication
Do you have U.S. citizenship?
¿Tienes ciudadanía estadounidense?

28. Translation tone and accuracy
What we were trying to say What the translation said
Primary election Firstie
Overwrite your preferences Obliterate your preferences
I am not currently in prison… I will not be in prison…
Residence (where you live)
Resident (a legal term)
(not clearly translated)

29. Questions they can answer
I am a registered voter and want to
update my registration.
What if I don’t want to update?
Do you want to be a permanent vote-
by-mail voter?
What does that mean?

30. Civic literacy gaps
 There are options for how and when you vote
 You can get a new ballot if you make a mistake
 The whole idea of provisional ballots
 You can vote if you are in line when the polls
close
 You can vote after a conviction for a felony
 What is a primary election?

31. Communication
Plain language, not just simple
It’s not enough to use short words. They
have to be meaningful words that allow
people to take the right action.

32. Voter registration
Not a form, but a service
Many, sometimes contradictory needs
Challenges with civic literacy add
complexity

33. Changing practice
Because democracy needs
strong, collaborative design
methods.

34. Thank you.
whitneyq@civicdesign.org
@whitneyq
civicdesign.org
@civicdesign

35. Field Guides To Ensuring Voter Intent
civicdesign.org/fieldguides/

36. Storytelling for User Experience
with Kevin Brooks
Global UX
with Daniel Szuc
A Web for Everyone
with Sarah Horton