Designing Government Portal Navigation Around Citizens’ Needs

  • Rob Klaassen
  • Joyce Karreman
  • Thea van der Geest
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4084)


Improving the usability of government portal sites requires a focus shift from system to user in both research and design. Empirical studies into user behavior are needed to support decisions on navigation, labeling and search systems. This paper presents such a study. Through scenario based interviews data were collected on citizens’ information seeking needs and search strategies. Additionally, server logs files were analyzed. The results demonstrated the complexity of the search task from a user perspective, and provided suggestions for user friendly portal design. On the basis of the results it was recommended that portal sites’ navigation systems should be context-rich, and labeling systems should be adapted to citizens’ colloquial speech.


Search Engine Navigation System Search Term Portal Site Label System 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2006

Authors and Affiliations

  • Rob Klaassen
    • 1
  • Joyce Karreman
    • 1
  • Thea van der Geest
    • 1
  1. 1.Dpt. of Communication ScienceUniversity of TwenteEnschedeThe Netherlands

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