Using a scenario-planning tool to support an engaging online user experience

Abstract

This paper describes a pilot project to research the use of a dynamic visual interface as the basis of a scenario-planning tool. We introduce 'flow' as a theoretical framework that underpins the research, describe the design and development of the software tool and, through its evaluation in user-testing trials, we develop the ideas of scenario-planning in the context of providing e-government online services. Finally, proposed future research is discussed.