Designing Usable e-Government Services for the Citizen - Success Within User Centred Design

Abstract

E-Government websites and other online channels have the potential to empower citizens by making Government services more accessible and convenient to use. However these services need to be both valuable and easy to use in order for this potential to be realized. In our experience as User Centred Design (UCD) practitioners working in the United Kingdom Government domain, usability techniques are not being been sufficiently embedded in e-Government projects. We examine three recurring challenges to applying UCD in the public sector and then describe a successful service design project that overcame these challenges. We recommend practical techniques that UCD practitioners can apply in their jobs.