Overseas Voters - Ziv Lazar
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Simplifying Voting for Expats to improve overseas voters’ success rates Ziv Lazar UX Consultant [email protected]
Transcript of Overseas Voters - Ziv Lazar
Simplifying Voting for Expatsto improve overseas voters’ success rates
Ziv LazarUX [email protected]
Guiding principles
People choose to apply online
because it is convenient,
easy, and saves time
People register to vote because
it is an important civil activity * and
for credit rating
People are concerned about the
process itself and the security
of their data
People value a service that is
respectful, effective and
personal
Aims of the online service
• Register to vote
• Update personal details
The website
Registering takes around 5 minutes.
Satisfaction ratings of the website
Overall satisfaction ratings of the web experience are very high
Source: www.gov.uk/performance/register-to-vote
End-to-end service mapping
Voting in person in the UK (a straightforward process)
Absent voting (mostly used by overseas voters)
Confirmation of
application
Confirmation of
registration
HEF / Canvass
Invitation to register
Receive polling card
Polling Station
Postal vote
Proxy vote
Confirmation of postal
vote
Confirmation of
registration
Confirmation of proxy vote
Confirmation of
application
Polling Station
Electoral Registration
Officer
Absent voting
Background analyticsUsers of the service from UK and abroad
Source: www.gov.uk/performance/register-to-vote
Overseas Total
UK citizens overseas are unaware of the options that are available to them
Unaware of the online service
Not sure if they are allowed to vote from abroad
Unaware that they can register for absent voting
(voting by post or designate a proxy to vote for them)
Have the impression that the whole process
is difficult, so the don’t even try
• People travel without a fixed postal address
• People don’t have a contact point in the UK who can vote for them
• People live in places where the postal service is unreliable
• Postal communication may take too long to be effective
• People have never voted in the UK or have been outside of the UK
for more than 15 years
Overseas users are facing different problems
Experience Mapping – Overseas Users
Polling Day Pre-VotingWaiting for Confirmation
Making an ApplicationStages
Goals
Before Applying
Make sure I am registered to vote
- Register to vote- Update Personal
details
- Checking for up-to-date information
- May re-apply- Communicate with
my proxy
- Learning about the service
- Get an understanding of the process
Thinking- Is this complicated?- What are the benefits?- Will my data be secure?
Doing Reading letter, article or advertisement
Feeling
- Do I care about voting?- Fear of getting fined- I don’t trust gov. with my data
- When will I get on the register?
- Should I opt for Proxy or for Postal voting?
- Delight at the simple process (unaware)
- Confusion from lack of clarity of the process
- Registering online or by post
- Filling postal vote or proxy vote form
- Waiting for confirmation
- Contacting proxy- Contacting EROs
- Am I already registered?
- Have I missed the deadline?
- Not sure of the process and timelines
- Have I chosen the right option?
- Make sure my vote counts
- Requesting changes
Where can I get additional information about my application?
Want to be informed that my application is in order
Getting election news and updates via media sources
- Going to polling station (if in the UK)
- Making emergency inquiries
Where can I get up-to-date information about voting
- Pride for taking part in the elections
- Worried that my vote didn’t count
Level 1: On-line voting The easiest and costs effective way to vote and the best user experience
Level 2: Paperless application processImprove user understanding of the registration process and by removing the need to physically sign the application
Level 3: Improving the current registration process Optimising the user journey and content layout to improve user understanding of the process and reduce user drop-offs
Possible directions to improve the online registration process
Triangulating research methods to justify design decisions
Research Methods
Qualitative research- User interviews- User testing- User feedback
Mixed Methods- Comparing users for task success rates - Survey satisfaction ratings
Quantitative Methods - Measuring success / drop-off rates with Googles Analytics - A/B and multivariate testing
Users think that
the purpose of
the website is to
be able to vote
online
Main issues found from user research
Users don’t understand why they are
being asked to enter information they
think the government should already
have on them
Users think that by submitting the
application they automatically get on the
register. They are not aware of the
background verification process
Users go through the
registration process without a
clear understanding of what
they are doing and what to
expect at the end of it
Users are not choosing the
optimal way to send and
receive their application
form (choosing postal
voting may take too long)
The process can be explained before starting the application
Mark, Student. Lives in the US, 1 year. Previously voted in person.“I remember getting electors cards in the post, but I don’t remember how I got on the register.”
Ease of Use 4
Clarity 3
Satisfaction 4
Edward’s experience
1 – Low, 5 - High
Users tend to choose an option that reduces their need to make an effort
Anna, Media Editor. Lives in for Australia, 8 years. Not engaged in UK politics.“Honestly, I wouldn’t know”. She worries about what would happen if she picks
the wrong one.
Ease of Use 5
Clarity 2
Satisfaction 3
Jenny’s experience
1 – Low, 5 - High
Users can be directed into making the best choice for them
Sally, Housewife. Lives in UAE, 10 years. Previously voted by post.“Our postal vote got lost during Icelandic volcano, and second time we registered but postal vote papers were received after the deadline.”
Ease of Use 5
Clarity 4
Satisfaction 5
Rachel’s experience
1 – Low, 5 - High
Users don’t read if things look obvious to them
Andria, Retired. Lives in Portugal, 3 years. Previously voted in person.“A lot of people will have two addresses - home address and post box because it’s difficult to deliver post in gated buildings.”
Users will choose not to make an effort if they think they can get away with it
Don’t assume users can answer (seemingly) trivial questions
Users need to be made aware of the service through various media channels.
The process may not be as simple as it appears. Users need to be made
aware of what goes on in the background and what to expect next, so that
they make the right choices.
Users need to be guided into making the right choices for them so that they
don’t make mistakes which will stop them from successfully completing their
task.
What are the most important takeaways for public service design?
