Authors:
Asma Aldrees
1
;
2
and
Denis Gračanin
1
Affiliations:
1
Department of Computer Science, Virginia Tech, Blacksburg, VA 24060, U.S.A.
;
2
College of Computer Science, King Khalid University, Abha 61421, Saudi Arabia
Keyword(s):
User Experience, e-Government, e-Forms, User Interface Design, Quantitative Research, Empirical Study, User Experience Questionnaire, Citizen Perception.
Abstract:
Understanding citizens’ perceptions is essential for improving e-government services and strengthening the relationship between citizens and the government. Therefore, this study focuses on the design principles of e-government forms and their impact on citizens’ experiences. Specifically, it examines the context of e-government in the United States and seeks to understand citizens’ perceptions. A web prototype for e-government forms was developed based on the US Web Design System (USWDS) guidelines. A web-based survey using a user experience questionnaire was conducted, with five scales: efficiency, trust, trustworthiness of content, quality of content, and clarity. Then, we recruited 200 US citizens to evaluate the implemented e-form. The results indicated positive user experiences across all scales. However, the trust scale received the lowest score, despite being considered the most important by citizens. Participants recognized the importance of trust but felt it was not fully e
stablished. More research is needed to investigate the trust value of e-government design principles in the US. By following established design principles and addressing trust concerns, governments can create user-friendly interfaces that foster trust and meet citizens’ expectations.
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