A usability evaluation of e-government services: the case of e-deliberation service of Greece

摘要

Usability problems are barriers of the adoption of e-government services. A combination of methods was used to evaluate the usability of any e-government service. A questionnaire that followed U.S. Department of Health and Human Services (HHS) web usability guidelines and ISO9241-151 web usability standard was developed. Greece has one central e-deliberation service. Four experts examined 125 usability points. The results showed that 23% usability points had major usability problems, 14% had minor usability problems and 63% had no usability problems. Usability problems were grouped in accordance with Nielsen's Heuristics. If designers follow this combination of methods approach at the stage of design of any e-government service, the usability will increase.