Usability Testing of e-Government Online Services Using Different Methods – a Case Study

Abstract

The article presents the methodology used to analyse the usability of the e-government online service intended for a wide audience. These recipients are to use the service without initial training, solving problems with the help of the call centre service. In the study, three research groups were used, implementing scenarios which will be most often realised in the service. A whole range of methods and research techniques of software interfaces have been used in the research, such as: user scenario, survey (own, but also in accordance with SUS methodology), eye-tracking technique, phono-video recording, concurrent think aloud protocol and individual in-depth interview. The data obtained as a result of the study were processed by usability experts in order to develop recommendations for improvement of the service interface. The usability report was used to increase the usability of the e-government online service during its development.