Designing government portal navigation around citizens' needs

Rob Klaassen, Joyce Karreman, Thea van der Geest

    Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

    10 Citations (Scopus)
    21 Downloads (Pure)


    Improving the usability of government portal sites requires a focus shift from system to user in both research and design. Empirical studies into user behavior are needed to support decisions on navigation, labeling and search systems. This paper presents such a study. Through scenario based interviews data were collected on citizens’ information seeking needs and search strategies. Additionally, server logs files were analyzed. The results demonstrated the complexity of the search task from a user perspective, and provided suggestions for user friendly portal design. On the basis of the results it was recommended that portal sites’ navigation systems should be context-rich, and labeling systems should be adapted to citizens’ colloquial speech.
    Original languageEnglish
    Title of host publicationElectronic Government
    Subtitle of host publication5th International Conference, EGOV 2006, Krakow, Poland, September 4-8, 2006, Proceedings
    EditorsMaria A. Wimmer, Hans J. Scholl, Åke Grönlund, Kim Viborg Andersen
    Place of PublicationBerlin, Heidelberg
    Number of pages12
    ISBN (Electronic)978-3-540-37687-3
    ISBN (Print)978-3-540-37686-6
    Publication statusPublished - 2006
    Event5th International Conference on Electronic Government, EGOV 2006 - Kraków, Poland
    Duration: 4 Sept 20068 Sept 2006
    Conference number: 5

    Publication series

    NameLecture Notes in Computer Science
    ISSN (Print)0302-9743
    ISSN (Electronic)1611-3349


    Conference5th International Conference on Electronic Government, EGOV 2006
    Abbreviated titleEGOV


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