Designing engaging e-government services by combining user-centered design and gamification : a use-case

Evéquoz, Florian (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Dargan, Tuhina (Department of Design, Indian Institute of Technology, Guwahati, India)

In this case study, we combine the user centered design and the gamification design methodologies to design the eCH-BPM portal, a platform designed to enable public administration of Switzerland to publish and share their business process documentation in BPMN and discuss best practices in introducing Business Process Management (BPM) practices in the administration. The overall goal of the platform is to foster the development of a BPM mindset in the Swiss administration, in order to optimize and modernize the operations and deliver quality services. However, actively sharing process descriptions and template business processes, as well as actively participating in the community of practice for BPM in the public administration requires motivation and engagement on the part of public servants. A key factor in the success of the platform will be its ability to create, retain and expand a critical users’ base. To address this issue, we designed the platform using user-centered design and gamification design, developing an original framework to combine both approaches that can be applied to the design of other e-government services. Both user centered design and gamification design, individually, are known to benefit various aspects and types of e-services and applications. Here, we present a unified methodology by combining both methodologies, for the design of e-government applications. We believe that User Centered Design and Gamification design can help improve e-government services, for example, by increasing participation and increasing interest in the service, and following the combined methodology will help us do so. The case study highlights the mistakes made, and the lessons learnt while designing the platform for researchers to further test and build on the proposed methodology. As an example we learnt that virtual rewards, which form the core of the gamification framework have to be meaningful in order to work effectively. Simply using a gamut of badges (virtual rewards) without keeping the user motivations and behavior in mind only leads to building an ineffective system.

Conference Type:
full paper
Economie et Services
HEG VS HES-SO Valais-Wallis - Haute Ecole de Gestion & Tourisme
Institut Informatique de gestion
Portsmouth, United Kingdom, 18-19 June 2015
Portsmouth, United Kingdom
18-19 June 2015
9 p.
Host Journal:
Proceedings of 15th European Conference on E-Government ECEG'15
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 Record created 2015-09-18, last modified 2018-07-09

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