Rent Escrow
Circuit of Baltimore Rent Escrow Process
UX RESEARCH MAIN
Two groups of voters have historically faced challenges in voting by mail: first, voters who are blind, have low vision, or low dexterity; and second, the many adult Americans who read at basic or below basic levels as defined by the National Adult Literacy Survey. Although for different reasons, both groups can find it challenging to navigate the complicated process of receiving, marking, and mailing a paper ballot privately, independently, and successfully. In 2008, the Election Assistance Commission reported between a 2-10% rejection rate by state for absentee voting. Reasons for the rejections included missing the deadline, lack of a valid signature, using an unsealed envelope, using an unofficial envelope and age-related impairments.This project was an effort to increase the accessibility and inclusivity of the vote by mail process using iterative usability testing and evaluation to revise paper instructions and envelopes in vote-by-mail packages—identifying and applying best practices of plain language and plain interaction in order to forestall common mistakes and increase trust.
Since ballot designs are usually constrained by law and inevitably vary across jurisdictions, the scope of the paper-based ballot research included only the design of the mailing package materials, the design of the voter’s certificate, and the package instructions. A key goal was to make the voting package more secure and private by eliminating signatures going through the open mail on the outside of the envelope; and separating the voter’s name and signature from the voter’s ballot to preserve anonymity of the ballot. While maintaining straightforwardness, ease of use, and trust in the process for low literacy voters
Key components of a vote-by-mail package:
1. The envelope containing all materials addressed to the voter
2. The ballot
3. Voter declaration of voting and secrecy
4. Secrecy for the ballot
5. A means to mail the ballot back to the board of elections
6. Information required about the person providing assistance, if assistance is needed.
Three successive rounds of testing were performed. All participants in the testing sessions scored at a literacy level defined as low and a few had been diagnosed with mild cognitive impairment.
ROUND ONE
participants were asked to choose two of six absentee packages currently being used in different state. Then to use the two to vote. This was to get a broad sense of process, layout and instructions that were working. The results produced four rejected ballots out of a total of 18. The results also demonstrated a need for the following practices.
Make the instructions complete.
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Provide a simple instruction sheet that walks voters through the entire process.
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Let voters know at the start what they will need in order to complete the process.
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Include the final step of telling voters to mail or deliver theirballot.
Use visual design to make instructions and other text easy for voters to interpret.
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Instructions for all voters should be larger and more prominently displayed than instructions for special case instances (e.g., on the front v. on the back). If this is not done, low-literacy voters are likely to follow all instructions, not just those that pertain to them.
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Provide as many nonverbal cues as possible to help voters know what they need to do. These can include size, positioning, and sequence of text; size and positioning of objects (e.g., envelopes, instructions sheets); use of arrows, highlighted arrows, etc.; and illustrations.
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Present instructions in a single-column format, with sequence clearly indicated through positioning and use of numbers.
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Provide a checklist to help voters track their progress through multiple required actions.
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Provide an accurate illustration for each action voters must take, whenever possible.
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Provide white space between and around instructions to make them easier to follow and less intimidating.
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Make text and line spacing large enough that voters can follow with their finger.
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Make sure that voters can refer to instructions easily while completing the associated action.
Use clear language that is easy to understand.
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Use simple, consistent terminology, withoutjargon.
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Use imperative voice for instructions, make them as simple as possible, and do not over-explain.
Design the envelope to make it easy to use.
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Make directive text on the envelope simple and large.
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Avoid putting directive text in the postage area, as voters will often interpret this as meaning that postage is prepaid (regardless of the actual text).
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Keep in mind that the size of envelopes will be interpreted by voters as a clue to what goes inside the envelope.
ROUND TWO
Two prototypes were developed. Each was designed to increase voter privacy and security by ensuring voter signatures were not sent through the open mail and were also separated from the sealed ballot. The first used three separate envelopes, one each for ballot secrecy, signature and mailing with instructions. This version went through five versions during this round. The second used a single but more complicated envelope that incorporated a sealed secure pocket for the ballot and a removable flap for the voter’s signature with instructions. This prototype went through eight versions during the round of testing. The final three participants had no problems indicating we could move forward with comparative testing.
ROUND THREE
Participants were observed using both the current absentee package for the state of Maryland and the single envelope solution used in round two. The single envelope solution was the focus of this round because it is likely to more economical and it was more challenging for participants, so clarity and usability needed to be ensured. The current Maryland package uses one envelope with the voter’s signature on the outside of the return envelope. After using both packages and answering rating questions, the participants were asked for a preference. Twelve chose the one-envelope prototype, six chose the current Maryland solution and two expressed no preference.
Best practices for developing ballots are published by The Center for Civic Design, a partner in this project along with the Maryland Board of Elections. The Center for Civic Design is a non-profit whose mission is to make every interaction between government and citizens easy, effective, and pleasant. Field guides with design guidelines can used by election officials for decisions based on research and best practices given that each county or voting district throughout the country is responsible for creating their own ballots.