The role of UX in government system expansion

Abstract

In order to design an expansion for an existing government system that satisfies the strategic requirements of having public value, legitimacy, and feasibility, the expanded system must create something real and substantial that the target population can make use of. Our User Experience (UX) framework helps to identify areas where public value, legitimacy, and feasibility are strong, and also need more attention. We show how we used a hybrid approach that combines usability evaluation, focus groups, and online surveys to identify the user and stakeholder experiences that drive design forward in a way that leads to the success and stability of the implemented expansion.