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Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia

Authors:

Joanna Mehtälä,

Marko NieminenAuthors Info & Claims

OzCHI '19: Proceedings of the 31st Australian Conference on Human-Computer-Interaction

Pages 244 - 254

https://doi.org/10.1145/3369457.3369477

Published: 10 January 2020 Publication History

Abstract

In Namibia, where a digital divide is prevalent and income inequality rates are high, creating equal opportunities to access government services is important in order to combat the divide. This paper aims to explore how a combination of design science and user-centred design might support the creation of citizen-centric m-government services and the evaluation of their societal impact in the Namibian context. The subject is approached through a practical design challenge: creating prototypes for two mobile services related to identification (one for online ID applications, and another for digital authentication). The results indicate that mobile platforms hold a multitude of opportunities related to making Namibian government services more efficient and approachable. The combined method was found to support citizen-centric design of m-government services by facilitating interaction evaluation and access to societal information despite barriers related to language and a lack of common conceptual terms.

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Cited By

Van Staden SBidwell N(2023)Localised Trust in a Globalised Knot: Designing Information Privacy for Digital-IDACM Journal on Computing and Sustainable Societies10.1145/36160242:1(1-37)Online publication date: 16-Aug-2023
https://dl.acm.org/doi/10.1145/3616024
Salgado MDe Castro Martínez MMarcos Martínez ELópez-Sanz MMartín-Peña M(2022)Driving organisational change in SMEs using service designJournal of Service Theory and Practice10.1108/JSTP-08-2021-017432:5(701-736)Online publication date: 11-Aug-2022
https://doi.org/10.1108/JSTP-08-2021-0174

Index Terms

Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia

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OzCHI '19: Proceedings of the 31st Australian Conference on Human-Computer-Interaction

December 2019

631 pages

ISBN:9781450376969

DOI:10.1145/3369457

Copyright © 2019 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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HFESA: Human Factors and Ergonomics Society of Australia Inc.

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Published: 10 January 2020

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OZCHI'19

OZCHI'19: 31ST AUSTRALIAN CONFERENCE ON HUMAN-COMPUTER-INTERACTION

December 2 - 5, 2019

WA, Fremantle, Australia

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Cited By

Van Staden SBidwell N(2023)Localised Trust in a Globalised Knot: Designing Information Privacy for Digital-IDACM Journal on Computing and Sustainable Societies10.1145/36160242:1(1-37)Online publication date: 16-Aug-2023
https://dl.acm.org/doi/10.1145/3616024
Salgado MDe Castro Martínez MMarcos Martínez ELópez-Sanz MMartín-Peña M(2022)Driving organisational change in SMEs using service designJournal of Service Theory and Practice10.1108/JSTP-08-2021-017432:5(701-736)Online publication date: 11-Aug-2022
https://doi.org/10.1108/JSTP-08-2021-0174

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