Factors Affecting User Participation in the Design of Governmental Digital Services in South Africa

User participation in the design of governmental digital services remain a latent policy stance in South Africa despite its benefits to address public service challenges in the country. Consequently, the country is marked by destructive service delivery protests due to government services that fail to meet the needs of the citizens. Citizens, as users of public services, may help improve the quality and quantity of public services by identifying problems with the existing digital services and suggesting new solutions that may better address their needs thereby improving user experience, satisfaction, and trust. This study, therefore, aimed to systematically identify and critically review relevant literature to provide insights into factors that affect user participation in the design of governmental digital service in South Africa. This study adopted a qualitative strategy and deductive approach and is underpinned by the revised IAP2'spectrum of public participation' as the theoretical framework. Sixteen articles, published from 2019-2024, from credible online databases, were included in this study. Findings show that factors that affect user participation in the design of governmental digital services include lack of trust in government, poor implementation of good governance, digital exclusion, to name but a few factors. Findings also show that the negative economic growth of the country has eroded government capacity to fully embrace inclusive governance. The study intended to broaden the understanding of factors that affect user participation in the design of governmental digital services in South Africa and to shape policies intended to address these factors.