Digital Government and User Experience: how the combination of evaluation methods can contribute to the improvement of m-gov applications
Resumo
Context: Digital transformation is a reality; Services that used to be face-to-face are now very flexible. With this, the countries chosen by the e-government improve the relationship with the citizens. Problem: Citizen-user systems have their own characteristics and a plurality of development needs and development needs to offer services. Solution: One of the ways to check the quality of computer systems is the Human-Computer Interaction (HCI) estimates, which facilitate the identification and correction of problems that can cause wear and tear in the user's interaction with these systems. IS theory: It was based on the theory of technology acceptance (to the extent that technology accepts), which are important for the use and quality of the application by citizens. Method: We used: Semiotic Inspection Method (communicability), Heuristic Evaluation and Cognitive Path (usability), and MALTU (usability based on user comments in the application store). In addition to their specificities, all of them do not require direct participation from the end user during the process. Summarize: The combined use of the application of methods and problems in the overview of a comparative analysis with a focus on evaluation in applications. Contributions and Impact in the IS area: find yourself in the evaluation of an application that offers a diversity of services and thousands of Ceará users. Considering the challenges in the area, it was concerned with the quality of the interface and interaction. Help in deciding which method is most suitable for evaluating government application.
Palavras-chave:
Eletronic government, Usability, User Experience, Communicability, Semiotic Inspection Method, Heuristic Evaluation, Cognitive Walkthrough, MALTU
Referências
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Karin Axelsson and Ulf Melin. 2007. Talking to, not about, citizens–Experiences of focus groups in public e-service development. In International Conference on Electronic Government. Springer, 179–190.
Simone Barbosa and Bruno Silva. 2010. Interação humano-computador. Elsevier Brasil.
Silvia Amélia Bim, Luciana Cardoso de Castro Salgado, and Carla Faria Leitão. 2016. Evaluation by inspection: Comparing methods of practical, cognitive and semiotic basis. In Proceedings of the 15th Brazilian Symposium on Human Factors in Computing Systems. 1–10.
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Jyoti Choudrie and Adel Alfalah. 2016. Older Adults in Households and e-Government services in Saudi Arabia, Hail City:: A digital Divide Study of Adoption, Use and Diffusion.. In Pacific Asia Conference of Information Systems (PACIS) Proceedings. association of information systems.
Marie-Therese Christiansson and Malin Wik. 2014. Testing communicability in public e-services: process and outcomes. Proceedings of EGOV and Electronic Participation (2014), 244–253.
John W Creswell and J David Creswell. 2017. Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Leonardo Filipe da Silva and André Pimenta Freire. 2020. An Investigation on the Use of Interaction Design Patterns in Brazilian Government Mobile Information Systems. In XVI Brazilian Symposium on Information Systems. 1–8.
Luciana Cardoso de Castro Salgado, Sílvia Amélia Bim, and Clarisse Sieckenius de Souza. 2006. Comparação entre os métodos de avaliação de base cognitiva e semiótica. In Proceedings of VII Brazilian symposium on Human factors in computing systems. 158–167.
Clarisse Sieckenius De Souza. 2005. The semiotic engineering of human-computer interaction. MIT press.
Clarisse Sieckenius De Souza and Carla Faria Leitão. 2009. Semiotic engineering methods for scientific research in HCI. Synthesis Lectures on Human-Centered Informatics 2, 1(2009), 1–122.
Clarisse Sieckenius De Souza, Carla Faria Leitão, Raquel Oliveira Prates, and Elton José Da Silva. 2006. The semiotic inspection method. In Proceedings of VII Brazilian symposium on Human factors in computing systems. 148–157.
José Cezar de Souza Filho, Marcos Randel Freitas Brito, and Andréia Libório Sampaio. 2020. Comparing heuristic evaluation and MALTU model in interaction evaluation of ubiquitous systems. In Proceedings of the 19th Brazilian Symposium on Human Factors in Computing Systems. 1–10.
Panagiotis Germanakos, George Samaras, and Eleni Christodoulou. 2005. Multi-channel delivery of services–The road from egovernment to mgovernment: Further technological challenges and implications. In Proceedings of the first European Conference on Mobile Government (Euro mGov 2005). 10–12.
Shin-Yuan Hung, Chia-Ming Chang, and Ting-Jing Yu. 2006. Determinants of user acceptance of the e-Government services: The case of online tax filing and payment system. Government information quarterly 23, 1 (2006), 97–122.
Ahmed Imran, Val Quimno, and Mehdi Hussain. 2016. Current landscape and potential of mobile computing research in the least developed countries. The Electronic Journal of Information Systems in Developing Countries 74, 1(2016), 1–25.
Kuk-Hwan Jeong. 2006. E-government, the road to innovation; Principles and Experiences in Korea. Gil-Job-E Media.
TY Lau, Mira Aboulhoson, Carolyn Lin, and David J Atkin. 2008. Adoption of e-government in three Latin American countries: Argentina, Brazil and Mexico. Telecommunications Policy 32, 2 (2008), 88–100.
Ria Lyzara, Betty Purwandari, Muhammad Fadhil Zulfikar, Harry Budi Santoso, and Iis Solichah. 2019. E-government usability evaluation: Insights from a systematic literature review. In Proceedings of the 2nd International Conference on Software Engineering and Information Management. 249–253.
Cristiano Maciel, José Luis T Nogueira, Leandro Neumann Ciuffo, and Ana Cristina Bicharra Garcia. 2004. Avaliação heurística de sítios na Web. VII ESCOLA DE INFORMÁTICA DO SBC-CENTROOESTE (2004).
Vinícius Marques, Breno Ferreira, João Pinho, Rondinely Oliveira, and Cristiano Maciel. 2015. Inspeção da Interação em sítios governamentais: uma comparação entre métodos. In Anais do XI Simpósio Brasileiro de Sistemas de Informação. SBC, 647–654.
Marília Soares Mendes. 2015. MALTU–Um modelo para avaliação da interação em sistemas sociais a partir da linguagem textual do usuário. (2015).
Marilia S Mendes and Elizabeth Furtado. 2018. An Experience of Textual Evaluation Using the MALTU Methodology. In International Conference on Social Computing and Social Media. Springer, 236–246.
Rovina Maria Miranda. 2014. Analysis of the usability of mobile device applications based upon heuristics. Universitat Paderborn(2014).
Tamás Molnár and Andrea Kő. 2020. Exploring usability and acceptance factors of m-government systems for elderly. In International Conference on Electronic Government and the Information Systems Perspective. Springer, 121–134.
Radka Nacheva. 2020. Standardization Issues of Mobile Usability. (2020).
Jakob Nielsen. 1994. Usability inspection methods. In Conference companion on Human factors in computing systems. 413–414.
Leandro Coelho Serra, Lucas Pedroso Carvalho, Lucas Pereira Ferreira, Jorge Belimar Silva Vaz, and André Pimenta Freire. 2015. Accessibility evaluation of e-government mobile applications in Brazil. Procedia Computer Science 67 (2015), 348–357.
Cathleen Wharton, John Rieman, Clayton Lewis, and Peter Polson. 1994. The cognitive walkthrough method: A practitioner's guide. In Usability inspection methods. 105–140.
Karin Axelsson and Ulf Melin. 2007. Talking to, not about, citizens–Experiences of focus groups in public e-service development. In International Conference on Electronic Government. Springer, 179–190.
Simone Barbosa and Bruno Silva. 2010. Interação humano-computador. Elsevier Brasil.
Silvia Amélia Bim, Luciana Cardoso de Castro Salgado, and Carla Faria Leitão. 2016. Evaluation by inspection: Comparing methods of practical, cognitive and semiotic basis. In Proceedings of the 15th Brazilian Symposium on Human Factors in Computing Systems. 1–10.
Simon Bridge and Ken O'Neill. 2012. Understanding enterprise: Entrepreneurship and small business. Macmillan International Higher Education.
Jyoti Choudrie and Adel Alfalah. 2016. Older Adults in Households and e-Government services in Saudi Arabia, Hail City:: A digital Divide Study of Adoption, Use and Diffusion.. In Pacific Asia Conference of Information Systems (PACIS) Proceedings. association of information systems.
Marie-Therese Christiansson and Malin Wik. 2014. Testing communicability in public e-services: process and outcomes. Proceedings of EGOV and Electronic Participation (2014), 244–253.
John W Creswell and J David Creswell. 2017. Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Leonardo Filipe da Silva and André Pimenta Freire. 2020. An Investigation on the Use of Interaction Design Patterns in Brazilian Government Mobile Information Systems. In XVI Brazilian Symposium on Information Systems. 1–8.
Luciana Cardoso de Castro Salgado, Sílvia Amélia Bim, and Clarisse Sieckenius de Souza. 2006. Comparação entre os métodos de avaliação de base cognitiva e semiótica. In Proceedings of VII Brazilian symposium on Human factors in computing systems. 158–167.
Clarisse Sieckenius De Souza. 2005. The semiotic engineering of human-computer interaction. MIT press.
Clarisse Sieckenius De Souza and Carla Faria Leitão. 2009. Semiotic engineering methods for scientific research in HCI. Synthesis Lectures on Human-Centered Informatics 2, 1(2009), 1–122.
Clarisse Sieckenius De Souza, Carla Faria Leitão, Raquel Oliveira Prates, and Elton José Da Silva. 2006. The semiotic inspection method. In Proceedings of VII Brazilian symposium on Human factors in computing systems. 148–157.
José Cezar de Souza Filho, Marcos Randel Freitas Brito, and Andréia Libório Sampaio. 2020. Comparing heuristic evaluation and MALTU model in interaction evaluation of ubiquitous systems. In Proceedings of the 19th Brazilian Symposium on Human Factors in Computing Systems. 1–10.
Panagiotis Germanakos, George Samaras, and Eleni Christodoulou. 2005. Multi-channel delivery of services–The road from egovernment to mgovernment: Further technological challenges and implications. In Proceedings of the first European Conference on Mobile Government (Euro mGov 2005). 10–12.
Shin-Yuan Hung, Chia-Ming Chang, and Ting-Jing Yu. 2006. Determinants of user acceptance of the e-Government services: The case of online tax filing and payment system. Government information quarterly 23, 1 (2006), 97–122.
Ahmed Imran, Val Quimno, and Mehdi Hussain. 2016. Current landscape and potential of mobile computing research in the least developed countries. The Electronic Journal of Information Systems in Developing Countries 74, 1(2016), 1–25.
Kuk-Hwan Jeong. 2006. E-government, the road to innovation; Principles and Experiences in Korea. Gil-Job-E Media.
TY Lau, Mira Aboulhoson, Carolyn Lin, and David J Atkin. 2008. Adoption of e-government in three Latin American countries: Argentina, Brazil and Mexico. Telecommunications Policy 32, 2 (2008), 88–100.
Ria Lyzara, Betty Purwandari, Muhammad Fadhil Zulfikar, Harry Budi Santoso, and Iis Solichah. 2019. E-government usability evaluation: Insights from a systematic literature review. In Proceedings of the 2nd International Conference on Software Engineering and Information Management. 249–253.
Cristiano Maciel, José Luis T Nogueira, Leandro Neumann Ciuffo, and Ana Cristina Bicharra Garcia. 2004. Avaliação heurística de sítios na Web. VII ESCOLA DE INFORMÁTICA DO SBC-CENTROOESTE (2004).
Vinícius Marques, Breno Ferreira, João Pinho, Rondinely Oliveira, and Cristiano Maciel. 2015. Inspeção da Interação em sítios governamentais: uma comparação entre métodos. In Anais do XI Simpósio Brasileiro de Sistemas de Informação. SBC, 647–654.
Marília Soares Mendes. 2015. MALTU–Um modelo para avaliação da interação em sistemas sociais a partir da linguagem textual do usuário. (2015).
Marilia S Mendes and Elizabeth Furtado. 2018. An Experience of Textual Evaluation Using the MALTU Methodology. In International Conference on Social Computing and Social Media. Springer, 236–246.
Rovina Maria Miranda. 2014. Analysis of the usability of mobile device applications based upon heuristics. Universitat Paderborn(2014).
Tamás Molnár and Andrea Kő. 2020. Exploring usability and acceptance factors of m-government systems for elderly. In International Conference on Electronic Government and the Information Systems Perspective. Springer, 121–134.
Radka Nacheva. 2020. Standardization Issues of Mobile Usability. (2020).
Jakob Nielsen. 1994. Usability inspection methods. In Conference companion on Human factors in computing systems. 413–414.
Leandro Coelho Serra, Lucas Pedroso Carvalho, Lucas Pereira Ferreira, Jorge Belimar Silva Vaz, and André Pimenta Freire. 2015. Accessibility evaluation of e-government mobile applications in Brazil. Procedia Computer Science 67 (2015), 348–357.
Cathleen Wharton, John Rieman, Clayton Lewis, and Peter Polson. 1994. The cognitive walkthrough method: A practitioner's guide. In Usability inspection methods. 105–140.
Publicado
16/05/2022
Como Citar
MELO, Diogo; DA SILVA, Talita; MONTEIRO, Ingrid; SAMPAIO, Andreia; MEIRELES, Carolina; BRAZ, Leonara; CRUZ, Geórgia; VASCONCELOS, Davi.
Digital Government and User Experience: how the combination of evaluation methods can contribute to the improvement of m-gov applications. In: SIMPÓSIO BRASILEIRO DE SISTEMAS DE INFORMAÇÃO (SBSI), 18. , 2022, Curitiba.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2022
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