User Interaction Study in Public Websites based on Performance and Eye-tracking Data
Aritz Sala, Myriam Arrue, Sandra Martina Espín, Juan Eduardo Pérez · 2022
Online public services alleviate the workload of public administrations and provide convenient channels to citizens for easily carrying out administrative tasks. However, the interaction with these services is not always as intuitive and easy as desired. Online services are sometimes hard to find on the websites of public administration and citizens are often forced to consult about the location of them via other mechanisms such as search engines, phone calls, etc. These situations drive citizens to have a low perception of the public e-services’ quality. In this paper, we explore the interaction of eleven users with four Spanish public administration websites. Some considerations for the design of these websites are proposed based on the results of the analysis of performance data and eye-tracking data gathered in the study.