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Usability is a policy issue: Minimising the "Hassle Factor" in mobile payment of the Central London Congestion Charge

Inglesant, P; Sasse, MA; (2005) Usability is a policy issue: Minimising the "Hassle Factor" in mobile payment of the Central London Congestion Charge. In: Proceedings of the EURO mGOV 2005: The 1st European Mobile Government Conference. (pp. pp. 254-263). Mobile Government Consortium International LLC: University of Sussex, Brighton, UK. Green open access

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Abstract

This paper presents a study of user responses to the implementation of a high-profile egovernment system, the Central London Congestion Charge. The approach is multi-disciplinary, combining human-computer interaction (HCI) and socio-technical systems (STS) approaches to produce an analysis of usability in the payment interactions. Based on interviews with charge payers, we show that usability is an issue in the payment of the charge; this is compounded by the short time-scale enforced with penalties, and the resulting perception is of an adversarial system. SMS is a possible payment route, but currently social and policy reasons work against it. In some social contexts, the simplicity of SMS is appropriate, whereas in others, the familiarity and richer functionality of the Internet and phone are more usable.

Type: Proceedings paper
Title: Usability is a policy issue: Minimising the "Hassle Factor" in mobile payment of the Central London Congestion Charge
Event: EURO mGOV 2005: The 1st European Mobile Government Conference
Dates: 12 July 2005 - 15 July 2005
ISBN: 0-9763341-0-0
Open access status: An open access version is available from UCL Discovery
Publisher version: http://www.m4life.org/proceedings/2005/papers_list...
Language: English
Additional information: This version is the author accepted manuscript. For information on re-use, please refer to the publisher’s terms and conditions.
Keywords: usability, e-government, public policy
UCL classification: UCL
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: https://discovery.ucl.ac.uk/id/eprint/20329
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