The document summarizes research on voter experience and identifies opportunities to improve usability. It found that voters most commonly seek information on what is on the ballot, absentee/early voting options, and polling place locations. Observations of polling places showed voters struggling to check in, understand ballots, and navigate the voting process. The document recommends usability testing of signs, instructions, and ballots to address common pain points like readability, clarity on rules, and ballot navigation. Improving the design of voter information and election administration across all touchpoints could help more voters successfully participate.

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