Title: A usability evaluation of e-government services: the case of e-deliberation service of Greece

Authors: Haroula N. Delopoulos

Addresses: Department of Economic Sciences, National and Kapodistrian University of Athens, Sofokleous 1 & Aristeidou 11, 10559, Athens, Greece

Abstract: Usability problems are barriers of the adoption of e-government services. A combination of methods was used to evaluate the usability of any e-government service. A questionnaire that followed U.S. Department of Health and Human Services (HHS) web usability guidelines and ISO9241-151 web usability standard was developed. Greece has one central e-deliberation service. Four experts examined 125 usability points. The results showed that 23% usability points had major usability problems, 14% had minor usability problems and 63% had no usability problems. Usability problems were grouped in accordance with Nielsen's Heuristics. If designers follow this combination of methods approach at the stage of design of any e-government service, the usability will increase.

Keywords: electronic governance; e-government; government services; usability evaluation; Nielsen's heuristics; e-deliberation service; electronic government; online deliberation; electronic deliberation; Greece; web usability.

DOI: 10.1504/IJEG.2015.069499

International Journal of Electronic Governance, 2015 Vol.7 No.2, pp.93 - 112

Received: 09 Oct 2013
Accepted: 02 Jul 2014
Published online: 19 May 2015 *

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