Designing the Navigation to E-services - Improving the Accessibility and Usability to Report a Crime or Loss at the Swedish Police Authority’s Website

Abstract

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.