MAPPING ON PREVIOUS EXPERIENCE WITH USER-CENTERED DESIGN (UCD) FROM E-GOV SYSTEM DEVELOPERS

Abstract

The new economy has favored the expansion of information and communication technologies, in whose progression e-Gov systems have emerged. The e-Gov intends to provide government services with better results and quality to citizens, but why do some of these systems still fail? The study proposes to map developers' prior experiences in relation to user-centered design (UCD) during the system development process (SDP), for this, the Action Research method was used. The data collection procedure is related to first action, which was an online questionnaire and obtained 122 respondents. The main findings match with developers' lack of knowledge or training about UCD approach. In addition, aspects such as lack of clear and precise communication, system implementation, lack of time and accumulation of roles may be factors for not using UCD approach during the SDP of investigated organization.