Enhancing User Experience in e-Government: A Deep Dive into e-Government Forms and Citizen Perceptions

Asma Aldrees, Asma Aldrees, Denis Gračanin

2023

Abstract

Understanding citizens’ perceptions is essential for improving e-government services and strengthening the relationship between citizens and the government. Therefore, this study focuses on the design principles of e-government forms and their impact on citizens’ experiences. Specifically, it examines the context of e-government in the United States and seeks to understand citizens’ perceptions. A web prototype for e-government forms was developed based on the US Web Design System (USWDS) guidelines. A web-based survey using a user experience questionnaire was conducted, with five scales: efficiency, trust, trustworthiness of content, quality of content, and clarity. Then, we recruited 200 US citizens to evaluate the implemented e-form. The results indicated positive user experiences across all scales. However, the trust scale received the lowest score, despite being considered the most important by citizens. Participants recognized the importance of trust but felt it was not fully established. More research is needed to investigate the trust value of e-government design principles in the US. By following established design principles and addressing trust concerns, governments can create user-friendly interfaces that foster trust and meet citizens’ expectations.

Paper Citation

in Harvard Style

Aldrees A. and Gračanin D. (2023). Enhancing User Experience in e-Government: A Deep Dive into e-Government Forms and Citizen Perceptions. In Proceedings of the 19th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST; ISBN 978-989-758-672-9, SciTePress, pages 250-257. DOI: 10.5220/0012177700003584

in Bibtex Style

@conference{webist23,
author={Asma Aldrees and Denis Gračanin},
title={Enhancing User Experience in e-Government: A Deep Dive into e-Government Forms and Citizen Perceptions},
booktitle={Proceedings of the 19th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST},
year={2023},
pages={250-257},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0012177700003584},
isbn={978-989-758-672-9},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 19th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST
TI - Enhancing User Experience in e-Government: A Deep Dive into e-Government Forms and Citizen Perceptions
SN - 978-989-758-672-9
AU - Aldrees A.
AU - Gračanin D.
PY - 2023
SP - 250
EP - 257
DO - 10.5220/0012177700003584
PB - SciTePress