Usability problems found across public self-service applications and self-service providers
Jane Billestrup, Nis Bornø, Anders Bruun, Jan Stage · 2016
This paper presents a study of similarities of usability problems, found across nine public Danish self-service applications from six self-service areas by five different self-service providers. The study found that three types of usability problems were presents across applications and self-service providers. These results were compared to Jacob Nielsen's ten usability heuristics.