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SKeyes Center for Media and Cultural Freedom - Samir Kassir Foundation

E-Government Mapping: Lebanon’s E-Government UX/UI Assessment

Source SmartGov
Monday , 28 February 2022
Design: Mahmoud Younis

The COVID-19 pandemic has brought attention to the importance of government sites and services that are easy to navigate, provide clear information, and offer reliable service as the massive-digital revolution has become inseparable from our daily lives.

The ongoing pandemic created a momentum for digital transition and led to the launch and growing use of no-touch tech solutions such as IMPACT, DAEM, and COVAX to better serve the constituents. Not only are these emerging digital services increasingly safer and more convenient for citizens, they are a great indicator that digitalization is not just a “nice to have” for governments, as they also lay the foundation for more essential digital services.

As digital platforms, which emerged amid the pandemic, made the majority of citizens look for information or make transactions online, the interaction with these platforms indicates the tremendous potential the digital transition can have on citizens’ life and satisfaction.

Government is one of the sectors where user experience/user interface design can have the most significant impact on the digital experiences of a large portion of the population. This is because government agencies need to serve all citizens, which means that their websites and platforms must be accessible and usable regardless of the end-user’s tech-savviness, disability status, gender identity or digital literacy. The work of e-government UX/UI design goes beyond choosing fonts, typography, and aesthetically pleasing web design. UX design is tied to user understanding and quality of service; and a strong design can result in fewer points of friction, intuitive navigation, and a greater experience that leads to helping citizens and residents access the information and services they need. It’s a role that equally requires design acumen, problem-solving skills, and user empathy. This is why the research, testing, and iterative work of UX/UI designers is so important in the government sector.

Our report shows that the most popular government websites fail to meet basic standards for security, UX/UI design, speed, mobile-friendliness, or accessibility.

The researchers assessed a sample group of the most popular government websites against international and common UX/UI standards: Ease of navigation; Psychology of colors; Consistency of appearance; Mobile friendliness; Error and empty pages; User-guidance; User-centered information; Difficulty of language used; Speed of website; and Availability of search-bar.

The Samir Kassir Foundation dedicates this report to the memory of Gabriel Deek, one of its founding members and the President of the Lebanon Internet Society. He was a relentless fighter to put Lebanon on the map of tech progress and digital transformation.

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