Evaluation of User Experience of Bangladesh E-government Services: A Student’s Perspective

Abstract

With the government striving to make the country digitally driven, the Bangladesh Na tional Digital Architecture (BNDA) framework was made to ensure improved and more user-friendly services. The e-services of the Bangladesh Government have already im plemented the BNDA framework. The usability of those services is a prime concern to be able to reach a large number of users. Although previous studies on the usability of government websites were made, no significant research from the user experience per spective has been done on the newly designed e-service websites. This research aims to evaluate the User Experience(UX) of two e-service websites namely, Railway Ser vice and Surokkha-Vaccine Management System of the Bangladesh Government from the students’ perspective. As students are a majority part of the user base of these e-services both directly and indirectly, it is crucial to know about their user experi ence. The study uses the widely recognized Jakob Nielsen’s 10 Usability Principles for user interface design for Heuristic Evaluation (HE) and User Experience Questionnaire (UEQ) questionnaire for the evaluation of user experience. The findings prove that the user experience of the e-services is still not meeting the UX standards. Specifically, the novelty factor needs more improvement than the rest of the factors as their results are mostly below average or less according to the gathered data. The data gathered from this research can be used to make e-service websites that give a more user-friendly ex perience by following UX standards