MEASURING AND IMPROVING

E-GOVERNMENT SERVICE USABILITY

AND USER EXPERIENCE IN IRAN Dr. Kaveh Bazargan

Assistant Professor in HCI at SBU (I.R. of Iran)

User Researcher at UX R+D Tehran

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France

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Table of contents & background

Introduction: end-users and HF

Global Human Factors (HF) Holistic Framework and Model

Global HF Challenges: Usability and User Experience (UX)

Measuring usability and UX at national and global scales

Measuring and improving usability and UX at UX R+D Tehran Lab

Action plans for improvements:

Creating and proposing a national UX pedagogical roadmap

Developing a national UX Community of Practice (CoP) via strategic alliance partnership between SBU, ITO, ETSI TC HF and other relevant stakeholders

Aknowledgement: Iran Information Technology Organization (ITO) grant

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ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Introduction: end-users and HF 3

“Designing for experiences is fundamentally about people, their

activities, and the context of those activities...” (Anderson, 2009)

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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“Understanding e-government is not a question of understanding

technology, but rather grasping the concept of citoyenneté.” (Humbourg, 2008)

“Knowledge is power and power is knowledge as far as it is shared.” (PEDAGOGY.IR, 2005-2014)

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Global HF Holistic Framework :

Fundamentals of Experience Design 4

(S.P. Anderson, 2009)

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Global HF Holistic Model:

Artifact, User, Task, Organization, Situation

(Boy, 2013)

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ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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(Boy, 2013)

Global and National HF Challenges:

Improving Usability & User Experience (UX)

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ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Question N.1: Is improving Usability & User UX a strategic

priority for ETSI? - Response N.1: Yes thanks to ETSI TC HF!

http://www.etsi.org/news-events/news/404-news-release-12-july-2012

http://www.etsi.org/news-events/events/737-etsi-hf-ws-2014

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ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Question N.2: Is improving Usability & UX a strategic priority

for ITU? - Response N.2: Implicitly yes, but not explicitly,

based on the daft text of the ITU Strategic Plan 2016-2019

http://www.itu.int/en/council/wg-sfp/Pages/contributions-sp-draft-text.aspx

(ITU, 2013)

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Users: selected countries population

statistics (World Bank statistics) 9

Data from World Bank

Last updated:

May 7, 2014

76.4244 (2012)

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Situation: fixed (wired) Internet

subscriptions per 100 inhabitants 10

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Artifact: Internet (percentage of

individuals using the Internet) 11

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Users: National Internet users (percentage of

individuals using the Internet in the I.R. of Iran) 12

Data from

matma.ir / ITO

Based on ADSL

Penetration rate:

10.89 %

Data from

matma.ir / ITO

Based on

Cellphone

Penetration rate:

30.11 %

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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(*) Definition: Individuals have used Internet, in the last 12 months, for interaction with public authorities. It includes obtaining

information from public authorities web sites, downloading official forms and sending filled in forms.)

Task: interacting online with public national authorities

Organization: public national authorities

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Measuring online usability at national and global

scales: online usability study in EU28+ countries

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

14 (EU, 2014)

FINLAND (2013)

ITALY (2013)

Online availability: indicates if a service is online. Ranging from offline (0%), only information

online (50%), fully online (100%).

Online usability: indicates if support, help and (interactive) feedback functionalities are online.

Also includes quality assessment by researchers on ease and speed of use.

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(EU, 2014)

FINLAND (2013) ITALY (2013)

Measuring online usability at national and global

scales: online usability study in EU28+ countries

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Measuring online usability and user experience

at UX Research+Design (UX R+D) Tehran Lab

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ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Measuring online usability and user experience

at UX Research+Design (UX R+D) Tehran Lab

Expert reviews

Competitive analysis & benchmarking

Usability inspection & accessibility audits

User research

Usability evaluation & testing

User experience evaluation

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ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

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Assessing and evaluating User Experience

Maturity at UX R+D (Research+Design) Tehran

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Action plan (1): creating and proposing a national

UX pedagogical roadmap

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“Knowledge is power and

power is knowledge

as far as it is shared.”

(PEDAGOGY.IR, 2005-2014)

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Action plan (2): developing and constructing a national UX

Community of Practice (CoP) via strategic alliance partnership

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

20 (EU/INSEAD, 2011)

SBU

ITO

SBU

ITO ETSI

TC HF ETSI

TC HF

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(*) Aknowledgement: research grant provided by

Iran Information Technology Organization (ITO)

ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - k_bazargan@sbu.ac.ir

http://www.itu.int/wsis/implementation/2014/forum/agenda/

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Iran ICT Ministry

Iran Information Technology Organization

(ITO)

http://www.itc.ir

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Thank you all for … knowledge sharing!

Dr. Kaveh Bazargan

Assistant Professor in HCI at SBU (I.R. of Iran)

User Researcher at UX R+D (Research + Design) Tehran

Email: k_bazargan @ sbu.ac.ir

LinkedIn: http://ir.linkedin.com/in/kavehbazargan

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