O que os usuários dizem sobre o “Meu INSS”?: Uma análise da qualidade da interação a partir de comentários em lojas de aplicativos

• Natan Carvalho de Barros Taques UFMT
• Kamila Rios da Hora Rodrigues USP
• Luciana Faria Borges UFMT
• Renan Vinicius Aranha USP

DOI: https://doi.org/10.5753/webmedia.2026.30911

Resumo

The digital transformation of public services has made mobile applications such as “Meu INSS” essential tools for older adults’ autonomy. However, identifying accessibility and usability barriers at scale remains a persistent challenge. This work applies an analytical triangulation approach to spontaneous user feedback collected from the Google Play Store and Apple App Store, mining 50,500 reviews and reducing them to 941 comments through semantic filtering (Regex). These comments were classified using a human-LLM triangulation protocol combining Few-Shot prompting and Chain-of-Thought (CoT), validated by Cohen’s Kappa coefficient. Results reveal critical accessibility barriers in facial recognition, feature navigation, and resource requests. A significant finding was the expressive presence of family members acting as technological intermediaries, evidence that interface barriers systematically compromise older adults’ digital autonomy and their independent access to social security rights.

Palavras-chave: Acessibilidade Digital, Pessoa Idosa, Meu INSS, CoT, LLM

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