Making usability affordable in the design of e-government services: User-centred design for public sector websites

Tariq, Amina (2010) Making usability affordable in the design of e-government services: User-centred design for public sector websites. International Journal of Electronic Governance, 3(3), pp. 254-272.

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E-government provides a platform for governments to implement web-enabled services that facilitate communication between citizens and the government. However, technology-driven design approach and limited understanding of citizens' requirements have led to a number of critical usability problems on the government websites. Hitherto, there has been no systematic attempt to analyse the way in which theory of User-Centred Design (UCD) can contribute to address the usability issues of government websites. This research seeks to fill this gap by synthesising perspectives drawn from the study of UCD and examining them based on the empirical data derived from case study of the Scottish Executive (SE) website. The research employs a qualitative approach in the collection and analysis of data. The triangulated analysis of the findings reveals that e-government web designers take commercial development approach and focus only on technical implementations, which lead to websites that do not meet citizens' expectations. The research identifies that e-government practitioners can overcome web usability issues by transferring the theory of UCD to practice. © Copyright 2010 Inderscience Enterprises Ltd.

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ID Code: 93932
Item Type: Journal Article
Refereed: Yes
Keywords: E-government websites, UCD, Usability, User-centred design
DOI: 10.1504/IJEG.2010.036901
ISSN: 1742-7509
Divisions: Current > QUT Faculties and Divisions > Faculty of Health
Current > Institutes > Institute of Health and Biomedical Innovation
Deposited On: 15 Apr 2016 00:33
Last Modified: 18 Apr 2016 06:12

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