University of Twente Student Theses


Usability and experience of cross-border digital services

Koning, S.L.G (2019) Usability and experience of cross-border digital services.

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Abstract:Not all European countries currently meet the standards for a user-friendly eGovernment system that can be used by foreign citizens. Still, the EU commission has strived to have a single digital market for all EU countries. An important point they focus on is to implement connection between countries and cross-border mobility such that public services can be delivered across borders. Research on eGovernment services is needed because there is a lack of information on what and where the difficulties are that obstruct foreign citizens from using eGovernment services successfully. The aim of this exploratory research was to investigate and get better understanding of the difficulties that people face when moving from one-country to another while using eGovernment services. By performing a user journey analysis, interview and scenario test, different difficulties are identified. This in order to explore the unknown difficulties and needs of citizens. Major findings in this study included steps that need to be performed when moving abroad, availability of touchpoints, problems encountered while moving abroad and recommendations on how to improve eGovernment services. Problems encountered included insufficient skills of user, language barriers, lack of availability, usability problems and cultural differences. By mapping people’s difficulties, insights are obtained on what issues need to be addressed in order to improve eGovernment services on a digital level and ultimately facilitate cross-border interaction in the EU.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:77 psychology
Programme:Psychology BSc (56604)
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