How to Learn About Users and Understand Their Needs? User Experience, Mental Models and Research at Public Administration Websites
Journal Title: Socialiniai tyrimai - Year 2018, Vol 41, Issue 1
Abstract
In most countries users (citizens) have difficulties orienting on public administration websites. This paper covers the possible bases of the problem and presents some methods for exploring users’ thinking and needs. This paper tries to give some answers to these questions: How can public administration websites be made clearer and more usable to citizens? How can this be tested? What are the available and tried methods? The paper also presents some case studies from the field of public administration involving testing methods that are useful for testing the websites. These results are based on the academic research of the author of this paper conducted in Bologna, Italy (2010) and in Hungary (continuously since 2009), where sites were tested with different testing methods.
Authors and Affiliations
Csilla Herendy
Keywords
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