Abstract:

E-Government Gateway is a web application that aims to increase efficiency in public services by enabling citizens to access all services electronically from a single point. This application has started to take a critical place in our lives, especially during the Covid-19 pandemic period. However, we yet know very little about how citizens perceive and use it. This study aims to shed light on users' experience with the application, and to address potential issues they face in terms of usability and trust. To this end, we conducted a task-based user study with 10 volunteer participants, followed by a post- study survey and interview. Our findings, based on both quantitative and qualitative data, show that our participants found the application very useful and easy to use in overall. However, the results also indicate a few design problems. In particular, the difficulty of accessing information about data privacy has led to a decrease in user trust. Building on our findings, we present a number of design suggestions to improve user experience and trust.

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