E-GOVERNMENT GATEWAY: A USER STUDY FOR USABILITY AND TRUST ANALYSIS

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, a task-based user study was conducted with 10 volunteer participants, followed by a post- study survey and an interview. The findings of the study, based on both quantitative and qualitative data, show that the participants found the application very useful and easy to use in overall. However, the results also indicate a few design problems. In particular, it has been observed that the difficulty of accessing the information provided by the application regarding data privacy has led to a decrease in user trust. Building on the findings, this article presents a number of design suggestions to improve user experience and trust.