Enhancing User Experience in e-Government: A Deep Dive into

e-Government Forms and Citizen Perceptions

Asma Aldrees

1,2 a

and Denis Gra

canin

1 b

Department of Computer Science, Virginia Tech, Blacksburg, VA 24060, U.S.A.

College of Computer Science, King Khalid University, Abha 61421, Saudi Arabia

Keywords:

User Experience, e-Government, e-Forms, User Interface Design, Quantitative Research, Empirical Study,

User Experience Questionnaire, Citizen Perception.

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 im-

portance 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.

1 INTRODUCTION

In the realm of e-government, governments strive to

develop high-quality services that prioritize the qual-

ity of their content and delivery. Service content

refers to the effectiveness and functionality of the ser-

vices provided to fulﬁll citizens’ needs. Meanwhile,

service delivery encompasses the interaction between

e-government providers and citizens, considering the

mediums or channels employed to facilitate this inter-

action (Al-Besher and Kumar, 2022). The exchange

of information and services in e-government presents

challenges that necessitate a standardized information

exchange process (Umbach and Tkalec, 2022). Elec-

tronic forms play a vital role in enabling this process

within e-government (Scholta et al., 2019). Citizens

beneﬁt from electronic forms as they offer accessi-

bility at any time and from anywhere, eliminating

the need for physical collection efforts. Furthermore,

users can identify and rectify errors prior to submis-

sion, saving time and enhancing access rates to gov-

https://orcid.org/0000-0003-0448-9889

https://orcid.org/0000-0001-6831-2818

ernment services.

However, the effective management of e-

government forms faces numerous challenges from

various perspectives, including design considera-

tions. Designing excellent and efﬁcient e-government

forms proves to be a formidable task (Scholta et al.,

2020). Efﬁcient form design is crucial in reducing

efforts and minimizing misunderstandings between

governments and citizens.

To ensure the creation of valuable and precise e-

government forms, it is imperative to prioritize the

user experience. User experience encompasses the

emotional, cognitive, and physical reactions that users

have while engaging with a service, and it serves

as a crucial criterion. ISO 9241-210 provides an

explanation of user experience as a comprehensive

concept (ISO 9241-210:2019, 2019). Several ar-

ticles have discussed the technical aspects of user

experience in the e-government domain and eluci-

dated the construction of e-government services (Suk-

masetya et al., 2018; Aldrees and Gra

canin, 2021a;

Aldrees and Gra

canin, 2021b). In this paper, we con-

duct an analysis of the user experience related to e-

government forms. We utilize the User Experience

250

Aldrees, A. and Gra

canin, D.

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

DOI: 10.5220/0012177700003584

In Proceedings of the 19th International Conference on Web Information Systems and Technologies (WEBIST 2023), pages 250-257

ISBN: 978-989-758-672-9; ISSN: 2184-3252

Questionnaire (UEQ) as a baseline measurement tool

for a comprehensive and direct assessment of user

experience (Hinderks et al., 2018; Hinderks et al.,

2019). This approach enables us to gauge the accep-

tance of the e-government form design by citizens.

The rest of the article is structured as follows: sec-

tion 2 presents the research background, while sec-

tion 3 describes our research design. We introduce the

results of this user study in section 4. We then discuss

the ﬁndings and conclude the paper in section 5.

2 BACKGROUND

2.1 e-Government Forms

Essential for government service delivery, forms are

the ofﬁcial communication channels and the informa-

tion exchange interfaces between government agen-

cies and citizens. They serve two main purposes:

to start the process of receiving a speciﬁc govern-

ment service or exchange the necessary informa-

tion with the government. In e-government, elec-

tronic forms refer to speciﬁc graphical user interfaces

used to transfer data requests and exchange informa-

tion (Scholta et al., 2019). They are deﬁned as a

“structured interface that provides predeﬁned labeled

spaces for manual data input and is used repeatedly

to transfer data to one or more natural or legal per-

sons” (Scholta et al., 2020).

Recent research has focused on the usability of

forms in web and mobile applications and has pro-

vided speciﬁc design guidelines. (Y Yu et al., 2021)

assessed the electronic forms for patients as alterna-

tive to paper forms while (Shcherbyna et al., 2021)

discussed the issues of concluding business contracts

in electronic form. Yet, crafting forms within the

realm of e-government presents a considerable chal-

lenge. Governments need to consider all required reg-

ulations to specify what data they need to capture

from citizens. They also must focus on creating e-

forms that effectively showcase government services.

(Veeramootoo et al., 2018) concluded that the design

of e-forms has a signiﬁcant impact on citizens’ per-

ceptions of the quality of the offered e-government

services. As previously stated, forms serve as the

main communication bridges connecting citizens and

governments. Therefore, it’s crucial to assess the user

experience of e-forms in order to guarantee the qual-

ity of e-government services.

2.2 User Experience Questionnaire

In the e-government domain, the implementation of e-

government initiatives failed to achieve their assigned

role due to a lack of the offered services, poor website

functions, or lack of users’ trust. A closer look at the

failure aspects indicated how e-government initiatives

drifted by focusing on the technology rather than un-

derstanding users’ needs to adopt e-government ser-

vices (Madariaga et al., 2019). Therefore, the re-

search has started to improve the citizens-government

relationship by evaluating their experience towards

the e-government services to increase their satisfac-

tion. The term user experience (UX) is deﬁned as

“person’s perceptions and responses resulting from

the use and/or anticipated use of a product, system, or

service”, including users’ emotions, beliefs, percep-

tions, preferences, and behaviors that occur before,

during and after using the offered service (ISO 9241-

210:2019, 2019). The concept of UX in e-government

has profound effects on citizens’ satisfaction, percep-

tion, and expectations of government services (Ka-

maruddin and MdNoor, 2017). It aims to intensify

and improve users’ beliefs and emotions toward e-

government services.

It is important to care of all UX aspects to provide

a comprehensive evaluation of the UX for the offered

services. Therefore, the User Experience Question-

naire (UEQ) is an effective quantitative tool to get

valuable feedback from end-users to allow them to

evaluate their feelings while interacting with the of-

fered services and assess their overall UX (Laugwitz

et al., 2008). The UEQ is a widely used question-

naire that represents and measures the most impor-

tant UX aspects with six scales (Attractiveness, Ef-

ﬁciency, Perspicuity, Dependability, Stimulation, and

Novelty). It aims to allow a quick and precise assess-

ment by end-users to cover a comprehensive impres-

sion of UX. It allows users to express their feelings,

attitudes, and impressions that appear while using and

experiencing the given service or product. Each scale

in the UEQ has four evaluation items that are seman-

tic differentials with a 7-point answer scale (Hinderks

et al., 2018). They consist of a pair of terms with op-

posite meanings that span a semantic dimension. An

example of an item representing the scale efﬁciency

is:

slow ◦ ◦ ◦ ◦ ◦ ◦ ◦ fast

Hence, users rate each item on the 7-point Likert

scale. Then, the answers are scaled from -3 (fully

agree with the negative term) to +3 (fully agree with

the positive term). Half of the items start with the

positive term, and the others with the negative term

(in randomized order).

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

251

However, the UX has different factors with high

relevance not contained in the original UEQ. There-

fore, UEQ+ is a modular extension of the UX ques-

tionnaire scales. It contains a larger list of UX

scales, twenty scales, that comprehensively evaluate

the UX in a given scenario. The UEQ+ is not a UX

questionnaire, it is a tool to build speciﬁc question-

naires that are adapted to given scenarios (Schrepp

and Thomaschewski, 2020). Hence, the researcher

can pick the UX scales that are the most relevant for

the speciﬁc scenario. In addition, each scale in the

UEQ+ contains a rating concerning the importance of

the scale, as shown below:

I consider the product property described by these

terms as

Completely irrelevant ◦ ◦ ◦ ◦ ◦ ◦ ◦ Very important

The importance ratings are used to calculate a key

performance indicator (KPI). Hence, a single number

represents the overall UX of the offered product or

service (Schrepp and Thomaschewski, 2019).

Therefore, in this paper, we have focused on

the trust, quality, and efﬁciency of the offered e-

government services. Trust in e-government has been

considered a signiﬁcant direct determinant of adop-

tion behavior towards the offered e-government ser-

vices (Verkijika and De Wet, 2018; Chohan and

Hu, 2020). Therefore, governments need to make

e-government services more trustworthy to increase

the level of adoption behavior. Moreover, efﬁcient

and high-quality services have a great impact to en-

hance the UX of the offered services. Hence, we

have chosen ﬁve UX scales to evaluate the UX of e-

government forms:

1 Efﬁciency: refers to the users’ subjective impres-

sion that they can achieve the goals of using the

offered services with minimal effort. The service

responds quickly to users’ actions.

2 Trust: refers to the users’ impression that their

data entered into the offered service is secured,

safe, and not misused to harm them.

3 Trustworthiness of Content: refers to the users’

impression that the information provided by the

service is reliable and of good quality. The user

has trust in the information provided by the of-

fered service.

4 Quality of Content: refers to the users’ impression

that the information provided by the offered ser-

vice is high-quality, accurate, well-prepared, and

easy to understand. Users are interested to read

the information provided by that service.

5 Clarity: refers to the user’s impression of the de-

sign, structure, and visual complexity of a graph-

ical user interface of the offered service (Schrepp

and Thomaschewski, 2020).

3 RESEARCH METHODOLOGY

3.1 Research Design

In this study, we have designed a web prototype of

an e-government form to understand users’ percep-

tions and evaluate their experience while using this e-

government form. The form was designed to seek cit-

izens’ information about their recent activities using

the e-government services, and also their ratings of

these services, and whether they have any suggestions

or complaints to improve the current e-government

services. The e-government in the US is a case study

in this paper. The United States Web Design Sys-

tem (USWDS) is the federal government design sys-

tem created by the US government in 2015 (US Gov.,

2022). It is a library of guidelines, codes, and tools

that helps government digital teams to share the de-

sign solutions of e-government portals and provide

effective user-centered design practices. This library

supports the design of dozens of US agencies and

nearly 200 portals. Therefore, we have incorporated

the USWDS guidelines as the reference design com-

ponents for our e-government form prototype. We

have successfully implemented the web prototype,

featuring a 4-page e-government form.

This study employed a quantitative approach, uti-

lizing a web-based questionnaire instrument to gather

data. Participants were encouraged to explore the

web prototype form and provide evaluations regard-

ing their experience with the form. Web-based sur-

veys are widely utilized due to their efﬁciency, cost-

effectiveness, and accuracy in collecting informa-

tion (Nayak and Narayan, 2019). As mentioned

in subsection 2.2, the questionnaire was designed

based on the UEQ+ (User Experience Questionnaire

Plus) framework, incorporating the ﬁve scales men-

tioned above to collect empirical data on the user ex-

perience of e-government forms in the US. Each scale

consisted of four measurement items that were incor-

porated to evaluate the speciﬁc aspects covered by the

scale and enable participants to express their percep-

tions related to that scale.

3.2 Research Setting

The target population for this research study consists

of individuals who are citizens or legal residents of the

United States and are above 18 years old. To partic-

ipate in the study, individuals are required to conﬁrm

WEBIST 2023 - 19th International Conference on Web Information Systems and Technologies

252

Table 1: Demographic data.

Demographics Category Total Frequency

Sample size 200

Gender Male 106 53%

Female 94 47%

Age 18–30 years old 58 29%

31–40 years old 91 46%

41–50 years old 33 17%

51–60 years old 13 7%

Above 60 years old 5 3%

Education level No formal school 3 2%

High school or less 37 19%

Associate degree 42 21%

Undergraduate degree 56 28%

Graduate degree 62 31%

their nationality and age. Participants will be selected

through random sampling techniques. The total sam-

ple size consisted of approximately 200 participants

who were U.S. citizens or legal residents. The par-

ticipants were recruited using the services of Ama-

zon Mechanical Turk (MTurk), a reliable crowdsourc-

ing platform utilized by researchers to hire workers

who meet speciﬁc study criteria (Amazon, nd). As an

incentive for their participation, each participant re-

ceived a payment of $1 USD upon completion of the

assigned task and questionnaire.

Data collection for this study was carried out

using QuestionPro, an online survey software plat-

form (QuestionPro, 2023). To ensure conﬁdentiality,

the data collection process was designed to exclude

participants’ names or any identifying information.

Participants were given approximately 10–15 minutes

to explore the e-government form and then evaluate

their experience based on the ﬁve UX scales utilized

in this study. Participation in the study was entirely

voluntary, and respondents had the option to quit the

survey at any point without saving their responses. It

is important to acknowledge the potential inﬂuence of

social desirability bias, which may lead participants

to provide less sincere answers if they feel uncom-

fortable disclosing unfavorable opinions. To mitigate

this effect, the survey included a conﬁdentiality clause

assuring participants that all their answers would re-

main completely conﬁdential. Ultimately, a total of

200 valid surveys constituted the ﬁnal sample size for

this study.

4 RESULTS

4.1 Demographic Data

The demographic distributions of the survey partici-

pants are presented in Table 1. In terms of gender,

the participants showed almost equal participation be-

tween males and females, with 53% males and 47%

females. Regarding the age factor, most of the partic-

ipants are below 50 years old. Around 29% of par-

ticipants are from 18–30 years old while almost half

of the participants are from 31–40 years old (46%),

followed by 41–50 years old group (17%). The age

group from 51–60 years old has only 7% of par-

ticipants, and only 3% of participants are above 60

years old. The most common educational level of the

US participants was graduate degree (31%) followed

by undergraduate degree (28%), then associate de-

gree (21%). Around 19% of participants have a High

school degree or less while only 2% do not get a for-

mal education at school.

4.2 User Experience Analysis

In evaluating the User Experience Questionnaire

(UEQ), we utilized UEQ data analysis tools provided

by (Hinderks et al., 2018). These tools were devel-

oped in the form of a Microsoft Excel ﬁle, streamlin-

ing the necessary calculations for the analysis. The

tools not only calculate scale values but also generate

relevant bar charts based on the entered data, visually

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

253

Table 2: Mean and conﬁdence interval per each measurement item.

presenting the results. Additionally, basic statistical

indicators essential for data interpretation are com-

puted by the analysis tool. The advantage of using this

analysis tool is that it simpliﬁes the experimenter’s

work, requiring only the insertion of the collected user

experience data. The analysis tool automatically gen-

erates several ﬁgures to visually represent the output

of the entered data.

The analysis results are presented in a ten-column

table (Table 2). The ﬁrst column, labeled as “scale,”

corresponds to the ﬁve selected scales in this study.

The ”item left” column indicates the leftmost items

in the UEQ, such as “slow,” “inefﬁcient,” “insecure,”

“obsolete,” and so on. On the other hand, the “Item

right” column represents the rightmost items in the

UEQ, including terms like “fast,” “efﬁcient,” “accu-

rate,” “interesting,” and more. The fourth, ﬁfth, and

sixth columns of the table display basic statistical re-

sults, such as the mean, variance, and standard devi-

ation of the entered data. The seventh column repre-

sents the number of participants involved in the study,

with a total of 200 participants. The eighth and ninth

columns indicate the conﬁdence level and conﬁdence

interval for each measurement item, providing addi-

tional insights into the analysis.

During the analysis of the UEQ+ data, the UEQ+

analysis tool generates results displayed in a mean

values table. The range of values measured in the

UEQ spans from -3 to +3. A rating of -3 corresponds

to a signiﬁcantly negative or ”horribly bad” response,

while 0 represents a neutral or average rating, and

+3 indicates an extremely positive or ”most positive”

response (Hinderks et al., 2018). In the context of

the UEQ table, negative values indicate the leftmost

items, which occur when participants rate the mea-

sured items as 1 to 3. The neutral or average value is

calculated when participants choose to rate the items

as 4. Positive values, on the other hand, indicate the

rightmost items in the UEQ table, which occur when

participants rate the items as 5 to 7.

Table 2 presents the comprehensive results of the

UX assessment using the UEQ+. Among the items,

the highest mean value is observed for the ”incom-

prehensible/comprehensible” item, with a mean of

1.84 (SD = 1.07). This indicates that the majority

of participants provided positive ratings, perceiving

the item as comprehensible. As the ”incomprehensi-

ble/comprehensible” items are categorized under the

quality of content scale, it can be inferred that the

tested prototype is deemed attractive by the partici-

pants in terms of content quality.

On the other hand, the lowest mean value is 1.52

(SD = 1.29) for the “transparent/non-transparent”

item. This indicates that the majority of partici-

pants chose the leftmost item, indicating a perception

of non-transparency in the e-government form. As

the “transparent/non-transparent” items fall under the

trust scale, it can be concluded that the tested proto-

type is generally perceived as trusted by the partici-

pants, given the positive mean value. However, the

lower mean value suggests some trust issues regard-

ing the transparency of the e-government form design,

which should be taken into consideration for further

improvement. These highest and lowest mean values

indirectly provide evidence that the tested prototype

was generally accepted by the participants. It also al-

lows us to identify areas for further improvement in

order to enhance the quality of the prototype. Addi-

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254

Figure 1: Overall mean values of each selected UEQ scale.

tionally, increasing the mean values would strengthen

the reliability and robustness of the results for future

reference.

In addition to the detailed results, the UEQ+ data

analysis tool also generates an overview of the se-

lected UEQ+ scales as displayed in Figure 1 and Fig-

ure 2. These ﬁgures provide a visual representation

of the mean values and importance ratings for the se-

lected scales. The results show that the means were

transformed from -3 to +3 and the results were all pos-

itive. Figure 1 displays the mean value of each scale

used in this study, where the mean value on the efﬁ-

ciency scale is 1.73; trust is 1.66; the trustworthiness

of content is 1.74; quality of content is 1.78; clarity

is 1.76. The mean values of all the scales were above

1, which shows an excellent result and a good expe-

rience for the e-government form. The UEQ+ scale

also provides the mean importance ratings and shows

the importance of a scale based on the value, as seen

in Figure 2. The mean importance rating value for the

e-government form indicates that all of the scales are

important, where the average importance rate of the

efﬁciency scale is 0.99; trust is 1.15; Trustworthiness

of content is 1.05; quality of content is 0.77; clarity is

0.88.

Based on the results, it is evident that the partici-

pant’s experiences with the prototype were generally

positive, as indicated by the positive mean values for

all the measurement items. This suggests that the ma-

jority of participants perceived the prototype to be sat-

isfactory in terms of the UX. However, it is impor-

tant to note the differences in the mean values across

the various items and scales. The presence of lower

mean values for certain items or scales indicates areas

where the prototype could be further improved to pro-

vide a more engaging and satisfying UX. By focusing

on these speciﬁc areas, future iterations of the proto-

type can be tailored to address the shortcomings and

enhance the overall UX.

Figure 2: Importance rating of each selected UEQ scale.

5 DISCUSSION AND

CONCLUSION

The quality of government service delivery relies on

the effectiveness of forms, which serve as crucial in-

terfaces for information exchange between the gov-

ernment and citizens. However, forms often pose

challenges due to their complexity. To address this,

governments must ensure that communication chan-

nels with citizens are user-friendly and easy to un-

derstand. To gain insights into citizens’ experiences

with e-government forms, we developed a web proto-

type and conducted a user experience evaluation. The

evaluation was based on the principles of the US Web

Design System (USWDS), which provides guidelines

for designing online government services and user in-

terfaces. Quantitative analysis was employed, utiliz-

ing a web-based questionnaire that incorporated the

User Experience Questionnaire (UEQ+) with ﬁve key

UX scales: efﬁciency, trust, the trustworthiness of

content, quality of content, and clarity. Participants,

who were US citizens or legal residents, were asked

to evaluate the e-government form prototype based on

these scales. Additionally, participants provided rat-

ings on the importance of each scale for the given

form. A total of 200 participants were recruited to

contribute their evaluations, allowing for a compre-

hensive assessment of the e-government form’s user

experience based on the selected UEQ+ scales.

The results indicate that the UX of the designed e-

government form is generally positive across all ﬁve

adopted scales. However, it is noteworthy that the

scale of trust has the lowest mean value (1.66) com-

pared to the other scales (Figure 1). This suggests

that there is room for improvement in enhancing the

trustworthiness of the e-government form. Interest-

ingly, the scale of trust also has the highest mean im-

portance value (1.15) among all the scales, as shown

in Figure 2. This highlights the signiﬁcance partic-

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

255

ipants place on trust in the context of e-government

services. It reinforces the notion that trust is a criti-

cal factor for the success of e-government initiatives.

While the feedback from participants regarding the

trust scale is positive, it is expected that this scale

would have a higher mean value compared to the

other scales. This discrepancy suggests that there may

be speciﬁc areas or aspects within the e-government

form where trustworthiness needs to be further em-

phasized and strengthened. By addressing any short-

comings and focusing on enhancing trust in the e-

government forms, it is possible to elevate the overall

UX and promote greater conﬁdence among users.

Trust in e-government services is a critical factor

that signiﬁcantly inﬂuences the adoption and success

of such initiatives. It refers to citizens’ belief in the

reliability and security of the offered e-government

services (Lallmahomed et al., 2017). The impor-

tance of trust in e-government has been widely rec-

ognized worldwide, as citizens are concerned about

the use and security of their personal information.

Numerous studies have emphasized the signiﬁcance

of trust in driving citizens’ adoption behavior toward

e-government services. Researchers have found that

when users trust the government agency to safeguard

their data, it increases their likelihood of adopting and

using e-government services (Alharbi, 2015; Chohan

and Hu, 2020). Trust has been identiﬁed as a direct

determinant of adoption behavior in various studies.

For instance, (Chatzoglou et al., 2015) developed a

framework to identify critical factors inﬂuencing the

adoption of e-government services. They highlighted

that trust in the government’s ability to secure citi-

zens’ data plays a crucial role in promoting adoption.

Similarly, (Lee et al., 2019) investigated the factors

inﬂuencing citizens’ intention to use e-government

services and found that trust in e-government is a sig-

niﬁcant determinant of adoption behavior.

To enhance citizens’ trust and promote adoption,

it is essential for e-government agencies to implement

secure systems and ensure accurate and trustworthy

interactions with users. The graphical user interface

(GUI) of e-government services plays a crucial role

in establishing citizens’ trust. The design and pre-

sentation of information within these services have a

signiﬁcant impact on the level of trust users place in

the services and ultimately enhance their overall ex-

perience. By utilizing the UEQ+ questionnaire, it be-

comes possible to gain insights into users’ initial ex-

periences with the designed interface of e-government

forms. The ﬁndings, particularly in relation to the

trust scale, raise important considerations for future

research. Speciﬁcally, it highlights the need for fur-

ther investigation into the trustworthiness of the de-

sign interface of e-government services in the US,

particularly when applying the USWDS guidelines.

Future studies should delve deeper into the impact

of the USWDS guidelines on the trust factor and ex-

plore how adherence to these guidelines inﬂuences

users’ trust in e-government services. By conduct-

ing more extensive investigations, researchers can un-

cover valuable insights that will inform the develop-

ment of trustworthy and user-centric e-government

interfaces, ultimately enhancing citizens’ experiences

and fostering greater trust in the services provided.

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