Marco C. Pretorius
ABSTRACT
The number of worldwide e-Government users is growing significantly and their expectations for improved services are continuously increasing. The Internet has become a crucial tool to disseminate information to citizens, however poorly designed websites can drive a wedge between a government and its citizens. Research has shown that the poor usability of government websites is problematic in several countries. Problems experienced with website usability can prevent people from accessing and adopting technology, such as e-Government. A deep understanding of the users' needs is crucial for building a successful digital service. User research can be used to understand how people live their lives, in order to more effectively respond to user needs with informed and inspired design solutions. The focus of this paper is on user research conducted in rural areas to inform the design of a Government website. Focus groups and one-on-one interviews were conducted at Cape Access e-Centres in the Western Cape. This paper illustrates the method used to conduct the user research and explains the results of the study. Results provided insights on the use of smartphones; multiple languages; accessibility; the identification and need for e-services; services required at the e-Centres and services and information required on the website. This was the first user research conducted in rural areas to inform website design in the Western Cape Government.
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Index Terms
- Focus on the Citizen: User Research in the Rural Areas of the Western Cape Government
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