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Situating the transient user: overcoming challenges in the design of e-government systems

Inglesant, PG; Sasse, MA; (2005) Situating the transient user: overcoming challenges in the design of e-government systems. In: Følstad, A and Krogstie, J and Oppermann, R and Svanæs, D, (eds.) SINTEF report STF90 A05110. Sintef: Oslo, Norway. Green open access

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Abstract

e-Government systems present new challenges for user involvement in the design process. Existing user-centred and participatory design methodologies were mainly developed for situations where a user is in the workplace. In e-government applications the user population is heterogeneous and numerous; the increasing ubiquity of e-government systems also questions the concept of “the interface”. This paper presents the results of a study of discourses of e-government users in two cases studies of interaction with new information systems in transport, which illuminate usability problems arising from a failure to prioritise users’ needs at all stages. An approach is proposed which accounts for the values as well as the goals of users, appropriating stakeholder analysis and ideas from Soft Systems Methodology while recognising that the routine actions of users in the real world are situated and contingent.

Type: Proceedings paper
Title: Situating the transient user: overcoming challenges in the design of e-government systems
Event: User Involvement in e-Government Development Projects Workshop: InteractIFIP TC 13 International Conference, Rome, Italy, September 12-16, 2005
Location: Rome, Italy
Dates: 2005-09-12 - 2005-09-16
ISBN: 82-14-03807-3
Open access status: An open access version is available from UCL Discovery
Language: English
Additional information: This is the authors' accepted version of this report.
UCL classification: UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > UCL BEAMS
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science > Dept of Computer Science
URI: http://discovery.ucl.ac.uk/id/eprint/20330
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