Designing the Navigation to E-services - Improving the Accessibility and Usability to Report a Crime or Loss at the Swedish Police Authority’s Website
Typ
Examensarbete för masterexamen
Program
Publicerad
2021
Författare
ALBREKTSON, MAJA
XIA, CAROLINE
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
Utgivare
Sammanfattning
In the fast-paced digital world, authorities and organizations are moving towards
developing and providing digital services on the internet. Regarding the Swedish
Police Authority, citizens can use e-services to report crimes or losses. However, the
authority has acknowledged that multiple citizens use the wrong e-service for their
case and sometimes have trouble finding the correct one.
The thesis aimed to explore how the web navigation to the e-services can be improved
to help the citizens find the correct service for their circumstances. The
investigation of the topic is based on a user-centered design process where 14 methods
have been executed. The methods included data gathering, development of
requirements and exploration of a potential design concept.
The results are presented in 15 design guidelines about improving the navigation
to e-services regarding usability and accessibility. Furthermore, a design concept
is presented that exemplifies how the guidelines can be explicitly applied to the
Swedish Police Authority’s website.
Beskrivning
Ämne/nyckelord
user experience , user research , interaction design , design guidelines , design concept , data collection , usability , accessibility , computer science , e-services