Abstract
This article presents an analysis of the usability of the "Gov.br" app, based on user comments left on the Google Play Store, aiming to identify areas for improvement in the user experience. The central question of the study is how user feedback can contribute to enhancing the application. This is a descriptive study grounded in usability heuristics found in the scientific literature. The results show that user comments highlight significant issues, such as functionality errors, display difficulties, and overly complex tasks. The suggestions emphasize the need to simplify processes, increase accessibility, and personalize features. Comments with intermediate ratings (between 2 and 4 stars) proved particularly useful for identifying specific issues and proposing solutions. The analysis of these opinions emerges as an effective approach for evaluating and improving the usability of government mobile applications. The study underscores the relevance of a data-driven approach to guide the development of user-centered interfaces.
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