In recent years, the digital transformation wave has seen a significant rise, not only
in the private sector but also in the public one. The pandemic has led governments to
publish a vast amount of digital public services, which in turn, led a large number of
citizens to interact with local and central governments through their computers, mobile
phones or tablets. Although these services are functional and demonstrate many
advantages, there is much discussion regarding their overall user experience.
User Experience, usability and accessibility are some terms that people use when
viewing a website. However, do they fully grasp their definitions and their importance
when building it? Have Governments understood how necessary it is to focus on User
Experience elements when building their portals?
There are countries that have humanized their portals and their services and have
made the user journey very effortless. Is Greece one of those countries? What Greek
and foreign users think about the Greek portal and its User Experience? What are the
changes that the Greek Government should do in order to improve its portal? Those are
some of the questions that will be answered in the next parts of the dissertation.
Motivated by the aforementioned, this paper conducts a two-study research
approach to examine the users’ perceived User Experience items when interacting with
the Greek e-government portal. A quest5ionnaire-based mixed-methods analysis is
conducted on a sample of 41 participants to evaluate UX both quantitatively and
qualitatively. Then, a mockup version is designed and an observation study is conducted
on a sample of 10 participants.
The findings revealed that the Greek portal is a very well designed portal in terms
of User Experience but it needs some improvements. All changes are shown in the
results part of the dissertation. By using those two types of research, many findings
were drawn in order the Greek portal to be improved.
The findings of this study might be contributing to the improvement of the User
Experience elements of the Greek e-government portal. The portal with some changes
that are based on this research findings, will be adopted by more people and it would
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be more user-friendly. All citizens should be able to access easily the portal in order to
use all of its important services. The citizen’s satisfaction is very important for the
Greek government and one of the reasons that portals are made.
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