A User-centered Evaluation and Redesign Approach for E-Government APP

Nowadays, electronic government (E-gov) plays an increasingly important role to provide policy information and offer government services. Hence, the quality of E-gov services and the public experience with the E-gov applications have received increasing attention from both the government and society. This work is thusly intended to study the design and management of E-gov Apps. Particularly, the user-centered perspective is integrated to evaluate and improve the public experience of E-gov App. A comparative analysis of E-gov App design between China and other countries was presented, in which the existing design problems, especially in Shanghai government Apps, have been identified. Taking the E-gov App of Shanghai Minhang District as a practical case, a user-centered evaluation approach combining user survey and user experiments was deployed to examine the design problems of Minhang App. Based on the pain points in usability and aesthetics identified, an improved App design was generated. To validate the design quality of the new App, user tests were conducted, and it showed that the improved design can achieve better performance.