Research on User Experience Evaluation of Mobile Applications in Government Services

Jiangang Zhu,Hongping Hou

doi:10.1109/access.2021.3070365

Jiangang Zhu, Hongping Hou

Open Access

https://doi.org/10.1109/access.2021.3070365

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Abstract

Mobile applications in government services provide a good platform for improving government credibility and social governance. This study evaluates the user experience of mobile applications in government services from the perspective of users and provides suggestions for improvement with an aim to improve the user experience of mobile applications in government services. The research process was analysed in three stages. First, a user experience evaluation index system of the mobile applications in government services was preliminarily constructed by using literature review, user interview methods and combining with Donald Norman's emotional design theory. In the second stage, the data were collected through questionnaires, the reliability and validity of the data were tested, then the weights of indexes were determined by entropy methods. In the third stage, mobile applications in government services of four provinces were selected as the object of empirical research. The user experience evaluation scores of the mobile applications in government services of four provinces were calculated by the grey correlation analysis method. The problems existing in the mobile applications in government services in each province were analysed according to the score results, and corresponding suggestions or solutions were proposed.

Highlights

In recent years, with the enhancement of mobile communication technology, the number of mobile applications in government services has exploded
The mobile applications in government services are changing with each passing day
Interface design is an important part of visceral experience, which is related to the user’s first impression of mobile applications in government services

Summary

Introduction

With the enhancement of mobile communication technology, the number of mobile applications in government services has exploded. The number of online government service users reached 694 million, accounting for 76.8% of the total Internet users [1]. The mobile applications in government services are changing with each passing day Mobile applications such as government affairs apps, Microblogs, WeChat, short videos are increasingly becoming the important channels and ways for the government to communicate, serve, and unite the public [2], [3]. It provides a good platform for improving government credibility and social governance [4]

Methods

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Discussion

Conclusion