Abstract
Government websites serve as sources of information and services related to public affairs, playing an essential role in connecting citizens with government institutions. The responsibility of government websites extends beyond just providing information; they must ensure that the information is easily accessible and understandable. This paper analyzes and redesigns the United States Department of Labor’s website. The research began by examining user-generated content on social media and online forums, shedding light on user grievances and challenges. The analysis revealed a significant issue with the website’s information architecture, causing users to need help finding the information they needed. A heuristic evaluation was conducted, and issues related to problems with usability heuristics, including “Help and documentation,” “Visibility of system status,” and “Aesthetic and minimalist design,” were also identified. To initiate the redesign, a virtual card sorting activity engaged potential users to reorganize content and categories. User interface (UI) components were developed, presenting a fresh color palette aligned with the Department of Labor’s branding. Remote Usability Testing (RUT) with seven diverse users, leading to further refinements for responsiveness and consistency. Usability tests on the prototypes demonstrated the value of a user-centric approach. If implemented on the United States government website, this redesign could alleviate user pain points, particularly information accessibility. In conclusion, optimizing government website information architecture is vital for improving user experience. This research and redesign process serves as a valuable case study for enhancing the usability of government online platforms, ultimately benefiting citizens and their interactions with government services.
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The authors thank all the participants involved in this experience, which has allowed the development of the present work. This study is highly supported by the HCI, Design, User Experience, Accessibility & Innovation Technologies Research Group (HCI-DUXAIT). HCI-DUXAIT is a research group of the Pontificia Universidad Católica del Perú (PUCP).
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Falconi, F., Moquillaza, A., Lecaros, A., Aguirre, J., Ramos, C., Paz, F. (2024). Navigating Government Websites: Optimizing Information Architecture on the US Department of Labor Site. In: Marcus, A., Rosenzweig, E., Soares, M.M. (eds) Design, User Experience, and Usability. HCII 2024. Lecture Notes in Computer Science, vol 14712. Springer, Cham. https://doi.org/10.1007/978-3-031-61351-7_3
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