Research on User Experience Evaluation of Mobile Applications in Government Services

Abstract

Mobile applications in government services provide a good platform for improving government credibility and social governance. This study evaluates the user experience of mobile applications in government services from the perspective of users and provides suggestions for improvement with an aim to improve the user experience of mobile applications in government services. The research process was analysed in three stages. First, a user experience evaluation index system of the mobile applications in government services was preliminarily constructed by using literature review, user interview methods and combining with Donald Norman’s emotional design theory. In the second stage, the data were collected through questionnaires, the reliability and validity of the data were tested, then the weights of indexes were determined by entropy methods. In the third stage, mobile applications in government services of four provinces were selected as the object of empirical research. The user experience evaluation scores of the mobile applications in government services of four provinces were calculated by the grey correlation analysis method. The problems existing in the mobile applications in government services in each province were analysed according to the score results, and corresponding suggestions or solutions were proposed.

Keywords

• Mobile applications in government services
• user experience evaluation
• entropy method
• grey correlation analysis