Improved usability of electronic government services for the ageing population
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Mathematisch-Naturwissenschaftliche Fakultät II
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Abstract
Die Fragestellung dieser Arbeit ist ob derzeit angebotene e-Government Systeme von älteren Nutzern angenommen werden und wie solche aufgebaut werden müssen, damit diese Nutzergruppe solche Systeme als eine nützliche Alternative zu Behördengängen annimmt. In unserer Forschung haben wir erforscht wie solche Anwendungen, welche von der Verwaltung für die gesamte Bevölkerung angeboten werden, aufgebaut werden sollten, damit diese von der gesamten Bevölkerung erfolgreich genutzt werde können. Zur Beantwortung dieser Fragestellung wurde eine dreistufige Forschung durchgeführt, welche an das ISO 9241-210 Entwicklungsmodell angelehnt ist. Die Forschung wurde parallel in Deutschland und Ungarn in Kooperation mit dem Fraunhofer FOKUS, dem Bundesministerium des Innern, der Bundesdruckerei und der Corvinus Universität Budapest durchgeführt. In der ersten Phase wurden die Erwartungen und Vorkenntnisse der Zielgruppe erforscht um die Eckpunkte und Prämissen festlegen zu können. Diese Erkenntnisse ermöglichten in der zweiten Phase die fundierte Auswahl einer Anwendung, welche als Basis für Nutzertests genutzt werden konnte. Die Testanwendung war das AusweisApp des elektronischen Personalausweises. Bei diesen Tests wurden die Nutzerfehler erfasst und die Akzeptanz durch die ASQ Methode gemessen. Anhand der gewonnen Erkenntnisse konnte die Guideline IGUAN entwickelt werden, welche eine standardisierte Herangehensweise zur Akzeptanzsteigerung darstellt. Dieses Konzept beinhaltet neben den speziellen, an ältere Nutzer angepassten Anforderungen, einem Kriterienkatalog, sowie die Abbildung der Prozesse wodurch eine Erhöhung der Akzeptanz für Ältere ermöglicht wird. In der dritten Phase der Forschung konnte die Guideline durch eine iterative Prototypentwicklung evaluiert und geprüft werden. Wir konnten beweisen, dass Verbesserungen beim Interface e-Government Anwendungen an die alternde Gesellschaft näher bringen, die Motivation erhöhen und das Nutzerempfinden nachhaltig verbessern.
Our research focuses on the question of acceptance of current e-government systems by elderly users. It describes how such systems should be designed and offered for this user group in order to provide an acceptable alternative to offline processes. In order to answer our research question, the research was structured into three phases along the development model of the ISO 9241-210. This enabled to identify not only the main factors of acceptance, but also the expectations of elderly users. Our research was conducted in parallel in Germany and Hungary in cooperation with the Fraunhofer FOKUS, the Federal Ministry of Interior, the Bundesdruckerei and the Corvinus University Budapest. The first phase of our research provided results about the expectations and previous experience of the users with e-government systems. This set the premises for the next phases of our research and provided us with information about the theoretical acceptance of systems by the age group. The results made it possible to select an application in the second phase, which was used as a model in the remaining phases. The selected application was the AusweisApp of the electronic ID card. The test measured the encountered errors and the acceptance of the system with the ASQ method. The obtain results allowed us to develop a generalised solution, the IGUAN guideline. This guideline makes a standardised approach to the usability improvement process possible. It contains the special requirements of elderly users, and a catalogue of criteria, which helps to develop an application in line with the set requirements. The third phase of our research was used a proof of concept for the IGUAN. The guideline was evaluated and tested with an iterative prototyping. We could therefore demonstrate that improvements in the interface make e-government application possible which are perceived useful and easy to use by elderly users. These improvements will measurably increase the user motivation and experience.
Our research focuses on the question of acceptance of current e-government systems by elderly users. It describes how such systems should be designed and offered for this user group in order to provide an acceptable alternative to offline processes. In order to answer our research question, the research was structured into three phases along the development model of the ISO 9241-210. This enabled to identify not only the main factors of acceptance, but also the expectations of elderly users. Our research was conducted in parallel in Germany and Hungary in cooperation with the Fraunhofer FOKUS, the Federal Ministry of Interior, the Bundesdruckerei and the Corvinus University Budapest. The first phase of our research provided results about the expectations and previous experience of the users with e-government systems. This set the premises for the next phases of our research and provided us with information about the theoretical acceptance of systems by the age group. The results made it possible to select an application in the second phase, which was used as a model in the remaining phases. The selected application was the AusweisApp of the electronic ID card. The test measured the encountered errors and the acceptance of the system with the ASQ method. The obtain results allowed us to develop a generalised solution, the IGUAN guideline. This guideline makes a standardised approach to the usability improvement process possible. It contains the special requirements of elderly users, and a catalogue of criteria, which helps to develop an application in line with the set requirements. The third phase of our research was used a proof of concept for the IGUAN. The guideline was evaluated and tested with an iterative prototyping. We could therefore demonstrate that improvements in the interface make e-government application possible which are perceived useful and easy to use by elderly users. These improvements will measurably increase the user motivation and experience.
Description
Keywords
Electronic Government, Software Usability, Guideline zur Softwareentwicklung, Ingenieurpsychologie, Electronic Government, Software Usability, Software development Guideline, Engineering Psychology
Dewey Decimal Classification
150 Psychologie
Citation
Molnar, Tamas.(2014). Improved usability of electronic government services for the ageing population. 10.18452/16928