TY - GEN
T1 - Navigating Government Websites
T2 - 13th International Conference on Design, User Experience, and Usability, DUXU 2024, held as part of the 26th International Conference on Human-Computer Interaction, HCII 2024
AU - Falconi, Fiorella
AU - Moquillaza, Arturo
AU - Lecaros, Adrian
AU - Aguirre, Joel
AU - Ramos, Carlos
AU - Paz, Freddy
N1 - Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.
PY - 2024
Y1 - 2024
N2 - Government websites serve as sources of information and services related to public affairs, playing an essential role in connecting citizens with government institutions. The responsibility of government websites extends beyond just providing information; they must ensure that the information is easily accessible and understandable. This paper analyzes and redesigns the United States Department of Labor’s website. The research began by examining user-generated content on social media and online forums, shedding light on user grievances and challenges. The analysis revealed a significant issue with the website’s information architecture, causing users to need help finding the information they needed. A heuristic evaluation was conducted, and issues related to problems with usability heuristics, including “Help and documentation,” “Visibility of system status,” and “Aesthetic and minimalist design,” were also identified. To initiate the redesign, a virtual card sorting activity engaged potential users to reorganize content and categories. User interface (UI) components were developed, presenting a fresh color palette aligned with the Department of Labor’s branding. Remote Usability Testing (RUT) with seven diverse users, leading to further refinements for responsiveness and consistency. Usability tests on the prototypes demonstrated the value of a user-centric approach. If implemented on the United States government website, this redesign could alleviate user pain points, particularly information accessibility. In conclusion, optimizing government website information architecture is vital for improving user experience. This research and redesign process serves as a valuable case study for enhancing the usability of government online platforms, ultimately benefiting citizens and their interactions with government services.
AB - Government websites serve as sources of information and services related to public affairs, playing an essential role in connecting citizens with government institutions. The responsibility of government websites extends beyond just providing information; they must ensure that the information is easily accessible and understandable. This paper analyzes and redesigns the United States Department of Labor’s website. The research began by examining user-generated content on social media and online forums, shedding light on user grievances and challenges. The analysis revealed a significant issue with the website’s information architecture, causing users to need help finding the information they needed. A heuristic evaluation was conducted, and issues related to problems with usability heuristics, including “Help and documentation,” “Visibility of system status,” and “Aesthetic and minimalist design,” were also identified. To initiate the redesign, a virtual card sorting activity engaged potential users to reorganize content and categories. User interface (UI) components were developed, presenting a fresh color palette aligned with the Department of Labor’s branding. Remote Usability Testing (RUT) with seven diverse users, leading to further refinements for responsiveness and consistency. Usability tests on the prototypes demonstrated the value of a user-centric approach. If implemented on the United States government website, this redesign could alleviate user pain points, particularly information accessibility. In conclusion, optimizing government website information architecture is vital for improving user experience. This research and redesign process serves as a valuable case study for enhancing the usability of government online platforms, ultimately benefiting citizens and their interactions with government services.
KW - Architecture information
KW - E-Government
KW - Human-Computer Interaction
KW - Prototyping
KW - User Experience
KW - User-centered design
UR - http://www.scopus.com/inward/record.url?scp=85197363752&partnerID=8YFLogxK
U2 - 10.1007/978-3-031-61351-7_3
DO - 10.1007/978-3-031-61351-7_3
M3 - Conference contribution
AN - SCOPUS:85197363752
SN - 9783031613500
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 38
EP - 52
BT - Design, User Experience, and Usability - 13th International Conference, DUXU 2024, Held as Part of the 26th HCI International Conference, HCII 2024, Proceedings
A2 - Marcus, Aaron
A2 - Rosenzweig, Elizabeth
A2 - Soares, Marcelo M.
PB - Springer Science and Business Media Deutschland GmbH
Y2 - 29 June 2024 through 4 July 2024
ER -