Medición de usabilidad de trámites públicos en línea en Chile: un caso de estudio en gobierno electrónico
AUTOR(ES)
Palma, Marcelo Garrido, Tapia, Claudio Lavín, Rodríguez-Peña, Nelson
FONTE
JISTEM J.Inf.Syst. Technol. Manag.
DATA DE PUBLICAÇÃO
2014-04
RESUMO
The possibility of conducting public online transactions means an important help to users and a reduction of governmental resources. However, the usage of the digital channel can get obstructed by different variables where the usability of the service plays an important role. This research presents a usability evaluation of 60 online services offered by the Chilean government. Following a heuristic evaluation model, we conducted a diagnosis and propose lines of improvement to the problems detected. The evaluation showed that the online services do not offer enough control to users, the services cause uncertainty while interacting with them, and there is not enough guidance to users during relevant steps of the interaction. The evaluation shows that usability is an important variable when explaining the difficulties of public online services spreading between users and it suggests that interventions in this sense could make more efficient the digital channel within the e-government context.
Documentos Relacionados
- Estudio de usabilidad de visualización molecular educativa en un teléfono inteligente
- El Sistema Informático de la Reforma GES en Chile: una etnografía de dispositivos de gobierno sanitario
- IV. Inicio del Gobierno electrónico en América
- El sistema de educación superior en Chile: un enfoque de economía política comparada
- Diseño de sistemas de medición de desempeño de proveedores: experiencias de un caso de estudio