Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia

Joanna Mehtälä; Marko Nieminen

doi:10.1145/3369457.3369477

Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

Abstract

In Namibia, where a digital divide is prevalent and income inequality rates are high, creating equal opportunities to access government services is important in order to combat the divide. This paper aims to explore how a combination of design science and user-centred design might support the creation of citizen-centric m-government services and the evaluation of their societal impact in the Namibian context. The subject is approached through a practical design challenge: creating prototypes for two mobile services related to identification (one for online ID applications, and another for digital authentication). The results indicate that mobile platforms hold a multitude of opportunities related to making Namibian government services more efficient and approachable. The combined method was found to support citizen-centric design of m-government services by facilitating interaction evaluation and access to societal information despite barriers related to language and a lack of common conceptual terms.

Original language	English
Title of host publication	Proceedings of the 31st Australian Conference on Human-Computer-Interaction, OzCHI 2019
Editors	Artur Lugmayr, Martin Masek, Mark Reynolds, Margot Brereton, Ryan Kelly, Virpi Roto, Ingrid Richardson, Haifeng Shen, Callum Parker, Naseem Ahmadpour, Jo Li Tay, Jared Donovan, Simon Perrault
Publisher	ACM
Pages	244–254
Number of pages	11
ISBN (Electronic)	9781450376969
DOIs	https://doi.org/10.1145/3369457.3369477
Publication status	Published - 3 Dec 2019
MoE publication type	A4 Article in a conference publication
Event	Australian Conference on Human-Computer-Interaction - Perth/Fremantle, Australia Duration: 3 Dec 2019 → 5 Dec 2019 Conference number: 31 http://ozchi2019.visemex.org/wp/

Conference

Conference	Australian Conference on Human-Computer-Interaction
Abbreviated title	ozCHI
Country	Australia
City	Perth/Fremantle
Period	03/12/2019 → 05/12/2019
Internet address	http://ozchi2019.visemex.org/wp/

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Mehtälä, J., & Nieminen, M. (2019). Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia. In A. Lugmayr, M. Masek, M. Reynolds, M. Brereton, R. Kelly, V. Roto, I. Richardson, H. Shen, C. Parker, N. Ahmadpour, J. L. Tay, J. Donovan, & S. Perrault (Eds.), Proceedings of the 31st Australian Conference on Human-Computer-Interaction, OzCHI 2019 (pp. 244–254). ACM. https://doi.org/10.1145/3369457.3369477

Mehtälä, Joanna ; Nieminen, Marko. / Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia. Proceedings of the 31st Australian Conference on Human-Computer-Interaction, OzCHI 2019. editor / Artur Lugmayr ; Martin Masek ; Mark Reynolds ; Margot Brereton ; Ryan Kelly ; Virpi Roto ; Ingrid Richardson ; Haifeng Shen ; Callum Parker ; Naseem Ahmadpour ; Jo Li Tay ; Jared Donovan ; Simon Perrault. ACM, 2019. pp. 244–254

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title = "Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia",

abstract = "In Namibia, where a digital divide is prevalent and income inequality rates are high, creating equal opportunities to access government services is important in order to combat the divide. This paper aims to explore how a combination of design science and user-centred design might support the creation of citizen-centric m-government services and the evaluation of their societal impact in the Namibian context. The subject is approached through a practical design challenge: creating prototypes for two mobile services related to identification (one for online ID applications, and another for digital authentication). The results indicate that mobile platforms hold a multitude of opportunities related to making Namibian government services more efficient and approachable. The combined method was found to support citizen-centric design of m-government services by facilitating interaction evaluation and access to societal information despite barriers related to language and a lack of common conceptual terms.",

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doi = "10.1145/3369457.3369477",

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booktitle = "Proceedings of the 31st Australian Conference on Human-Computer-Interaction, OzCHI 2019",

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Mehtälä, J & Nieminen, M 2019, Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia. in A Lugmayr, M Masek, M Reynolds, M Brereton, R Kelly, V Roto, I Richardson, H Shen, C Parker, N Ahmadpour, JL Tay, J Donovan & S Perrault (eds), Proceedings of the 31st Australian Conference on Human-Computer-Interaction, OzCHI 2019. ACM, pp. 244–254, Australian Conference on Human-Computer-Interaction, Perth/Fremantle, Australia, 03/12/2019. https://doi.org/10.1145/3369457.3369477

Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia. / Mehtälä, Joanna ; Nieminen, Marko.

Proceedings of the 31st Australian Conference on Human-Computer-Interaction, OzCHI 2019. ed. / Artur Lugmayr; Martin Masek; Mark Reynolds; Margot Brereton; Ryan Kelly; Virpi Roto; Ingrid Richardson; Haifeng Shen; Callum Parker; Naseem Ahmadpour; Jo Li Tay; Jared Donovan; Simon Perrault. ACM, 2019. p. 244–254.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

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AB - In Namibia, where a digital divide is prevalent and income inequality rates are high, creating equal opportunities to access government services is important in order to combat the divide. This paper aims to explore how a combination of design science and user-centred design might support the creation of citizen-centric m-government services and the evaluation of their societal impact in the Namibian context. The subject is approached through a practical design challenge: creating prototypes for two mobile services related to identification (one for online ID applications, and another for digital authentication). The results indicate that mobile platforms hold a multitude of opportunities related to making Namibian government services more efficient and approachable. The combined method was found to support citizen-centric design of m-government services by facilitating interaction evaluation and access to societal information despite barriers related to language and a lack of common conceptual terms.

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BT - Proceedings of the 31st Australian Conference on Human-Computer-Interaction, OzCHI 2019

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A2 - Brereton, Margot

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A2 - Roto, Virpi

A2 - Richardson, Ingrid

A2 - Shen, Haifeng

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Mehtälä J , Nieminen M. Combining Design Science and User-Centred Methods in M-Government Service Design in Namibia. In Lugmayr A, Masek M, Reynolds M, Brereton M, Kelly R, Roto V, Richardson I, Shen H, Parker C, Ahmadpour N, Tay JL, Donovan J, Perrault S, editors, Proceedings of the 31st Australian Conference on Human-Computer-Interaction, OzCHI 2019. ACM. 2019. p. 244–254 https://doi.org/10.1145/3369457.3369477