Vote By Mail
the center for civic design
July ‘15-may ‘16
2nd Testing Session full mock-up
Historically challenged voter groups in mail-in voting include those with visual or dexterity impairments and individuals with low literacy levels. In 2008, the Election Assistance Commission reported a 2-10% rejection rate for absentee voting due to various reasons, including missed deadlines and age-related impairments.
Working with Kathryn Summers and The Center for Civic Design, this project aimed to improve the accessibility and inclusivity of the vote-by-mail process. the focus was on iterative usability testing and evaluation to enhance the design of mailing package materials, voter certificates, and package instructions.
Key Components of the Vote-by-Mail Package:
Envelope containing all materials addressed to the voter
The ballot
Voter declaration of voting and secrecy
Secrecy for the ballot
A means to mail the ballot back to the board of elections
Information required about the person providing assistance if needed
Three rounds of testing were conducted, involving participants with low literacy levels. The first round highlighted the need for comprehensive and simple instructions. The second round introduced prototypes to enhance privacy and security, with participants favoring a single-envelope solution. The third round compared a one-envelope prototype with the existing Maryland solution. Final testing revealed a preference for the one-envelope prototype, indicating its potential adoption for improved clarity and usability.
Key Findings and Best Practices:
Clear and Complete Instructions
Make instructions comprehensive and straightforward.
Provide a simple instruction sheet guiding voters through the entire process.
Inform voters upfront about what they need for the process.
Visual Design Cues
Use visual design elements to aid interpretation.
Prioritize larger and more prominent instructions for all voters.
Provide nonverbal cues such as size, positioning, and sequence of text.
Single-Envelope Solution
Design a single-envelope solution to enhance privacy and security.
Ensure the separation of voter signatures from the sealed ballot.
Usability and Clarity
Present instructions in a single-column format with clear sequencing.
Provide checklists and accurate illustrations for each action.
RENT ESCROW PROCEDURE
Maryland District Court
April ‘15-June ‘16
Between 2012 and 2015, an analysis of more than 300 rent escrow cases in the city of Baltimore revealed that neither judges nor plaintiffs in rent escrow cases understood or were correctly applying the relevant laws. Tenants didn’t understand the applicable laws or available remedies and were unable to fill out their rent escrow applications accurately. Judges knew that the documents provided by tenants were probably filled out incorrectly, so they routinely ignored these documents. Therefore, many rent escrow cases were decided based on established custom rather than on the facts of the case or relevant laws, and the results tended to favor landlords.
Working with Kathryn Summers and Michelle Cotton, a year of iterative design, testing, and re-design resulted in a rent escrow form that could help tenants understand their options and provide accurate information to the court. As well as provide judges with accurate information while simultaneously reinforcing their understanding of the applicable laws.
ELECTION POLLING PLACE JUDGE PROCESS
Maryland state board of elections
April ‘15-June ‘16
The Maryland State Board of Elections requested an evaluation and redesign of instructions and forms for Election Poll Workers to improve efficiency and results. For more than a year, my research partner, Kathryn Summers, and I led the project through a thorough process audit and the redesign of all materials for poll judges.
We discovered that the processes were confusing and did not align with the materials and instructions provided to the judges. Understanding the required information at the end of the day was challenging, and crucial information was often not collected due to incorrect instructions. Transferring information to finalized tallies posed significant challenges. The writing exhibited inconsistency and tonal fluctuations, along with a reading level that hindered comprehension. Information hierarchy was non-existent, and graphics were mislabeled. Additionally, some photos were outdated, featuring voting machines that were no longer in use.
To address these issues, we developed and rewrote processes, accompanying materials, and simplified the language. New, clear graphics were created, and updated photos were taken. In crafting new processes for the day, we considered the timing of certain activities, recognizing that the voting day is lengthy, and crucial work occurs after the polls have closed. User testing involved Board of Election workers, current and past election judges, and chief judges to ensure usability.
The comprehensive evaluation, redesign, and testing of election poll worker materials resulted in optimized processes, reduced confusion, and enhanced usability for the Maryland State Board of Elections and their workers. The implemented changes aimed to provide a clear and consistent framework for election judges across various forms and election types.