Site Teardown
AZ Voter
Registration
ServiceArizona.com is the portal Arizona residents use to update their voter registration information. There are several easy to fix word choices and entry fields that would greatly improve the user experience, task success rate, and reduce the number of calls to the call center.
#1 Users can incorrectly complete Date of Birth field
Problem:
Notice in the entry field to the right, while the text prompts the user to enter '/' characters in your birthday string, the user is able to enter a birthday without the '/' characters. This results in the error message:
"Date of birth is a required field. Please provide your complete date of birth."
Solution 1 :
The date of birth field can be coded to automatically insert the '/' symbol after 2 number characters for Month then 2 number characters for Day. This is common best practice found on many websites.
Solution 2 :
The date of birth field can include 3 separate boxes for Month, Day, and Year. Furthermore the month, day, and year boxes could be scroll options. This would very likely reduce entry error.
#2 Users can incorrectly complete ID number field
Problem:
Notice in the entry field to the right, the instructions for the last field prompt the user to enter "Arizona Driver License" OR "Identification Card Number".
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This is prompting the user to enter the ID number from either the Driver License or ID Card issued by the
MOTOR VEHICLE DEPARTMENT.
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However, during the election season Arizona counties mail out Voter Identification Cards.
Motor Vehicle Department IDs
Driver's License
Identification Card
Voter Identification Card
A user with both a Driver's License AND a Voter Identification Card can easily (accidentally) enter their Voter Identification Card number to fulfill the prompt "Arizona Driver License or Identification Card number." Particularly as the user is making a voting related update.
However doing so results in the following error message:
If the user was entering their number from the Voter Identification Card, this error message does not help guide the user to their Motor Vehicle Department issued card.
Solution 1:
Make the prompt instructions clearer, with the awareness that a user is very likely to be possession of a card called "Voter Identification Card" that should not be used in this field.
Furthermore, the error message can contain a link to a pop up of examples of the cards to use.
- Driver License or MVD Identification Card number must be 9 characters. Do not use Voter Identification Card.
Pop up from links in error message:
Use number from MVD issued Driver License or Identification Card
Solution 2:
Make the prompt instructions clearer and include photo examples of the acceptable ID cards under the field.
Examples of Driver License and Identification Card
#3 Users can incorrectly complete occupation field
Problem:
Notice in the OCCUPATION selection field to the right there are two fields:
1) Drop down of defined occupations
2) Free entry field for OTHER OCCUPATION
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Notice in the drop down menu includes the option of "PROF: OTHER"
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There is a high probability that a user would select "PROF: OTHER" from the drop down menu
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AND
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Enter an occupation in the
OR OTHER OCCUPATION
field.
When both a drop down field is selected AND there is an entry in the OTHER OCCUPATION field the following error is displayed:
Solution 1:
If the data from OTHER OCCUPATION field is not being used, remove this field.
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Solution 1:
If the data from OTHER OCCUPATION field is being used, only have the OTHER OCCUPATION field appear when "PROF: OTHER" is selected in the drop-down.
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#4 Users can incorrectly enter county of registration field
Problem:
Notice in the ARE YOU REGISTERED TO VOTE IN ANOTHER COUNTY OR STATE selection field below there are two fields:
1) YES / NO selection
2) Drop down menu with AZ counties and other states
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A user might select "NO" for the first field, meaning they are not registered to vote in another county or state.
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AND
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Still select the county they currently live in, assuming (correctly) the "COUNTY WHERE PREVIOUSLY REGISTERED" is the one they currently live in and have voted in before.
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Selecting NO in the first field AND selecting a County in the drop down results in the following error:
Solution:
Only have the County/State Drop-Down menu and prompt appear if YES is selected in the first field.
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This is an instance where if a user sees an incorrect option they might select it. So it is better to hide an option until it is called for.
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#5 Users can incorrectly enter change of name field
Problem:
This problem is similar to the preceding one (#4) and has a similar solution.
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Notice in the HAS YOUR NAME CHANGED SINCE THE LAST TIME YOU REGISTERED selection field below there are four fields:
1) YES / NO selection
2) ENTER YOUR FORMER NAME (FIRST, MIDDLE, LAST)
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A user might select "NO" for the first field, meaning they have not changed their name.
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AND
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Still select enter their name in the FIRST, MIDDLE, and LAST fields.
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This results in the following error:
Solution:
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While the instructions in the error message are clear, there is still the possibility to avoid an error by only displaying the name entry fields when YES was selected above.