UX in E-government Services for Citizens: A Systematic Literature Review

The importance of user experience for the design, development, and deployment of software products has increased significantly, motivating governments to focus on user experience when designing e-government services. We evaluated the user experience of e-government services from citizens' perspectives by focusing on citizens' characteristics and social aspects, which significantly affect their experience with technology. Therefore, we conducted a systematic literature review to investigate user experience in e-government by adopting the Social Progress Index (SPI) as a user metric. We followed accepted, scholarly guidelines to form research questions and identify specific inclusion/exclusion criteria to meet research objectives. Then, we collected 672 articles, published between 2000- 2022 from six technology digital libraries, and we selected 75 state-of-the-art studies. These studies were categorized based on SPI class. We synthesized a set of factors that significantly impacts user experience in each class. Then, we identified six major user experience concerns in egovernment. We provide an overall analysis of these concerns, including the calculated frequencies that specific concerns appear in published articles, followed by definitions of the theories and models used to evaluate each behavior. We conclude with recommendations for how to enhance user experience in e-government services and mitigate the challenges hindering users from obtaining the best experiences.