Usability evaluation and redesign of e-government: Users' centred approach

Abstract

Usability is a key factor in users' engagement with e-government. However, current research has not paid much attention to evaluating the usability of web-based e-government. As such, this paper presents an empirical study that applies a users' centred approach to evaluating usability in current e-government website in the UK. Based on the usability problems found, the proposed design solutions have been suggested, designed and examined. The findings indicate that the proposed design solutions have improved the specific usability problems identified, which may increase the overall usability of the e-government website. The value of the study is that it provides guidance for designers to improve the usability of web-based e-government. © 2012 Springer-Verlag GmbH.