Usability Evaluation Methods and Their Contribution to UI/UX Design in e-Government: A Systematic Literature Review
TL;DR
This study provides an analytical synthesis connecting usability evaluation issues across multiple methods with UI/UX design recommendations, extending previous studies that primarily focused on method identification.
Abstract
Indonesia's digital government transformation has increased efficiency and transparency. However, usability issues continue to hinder the effectiveness of e-government services. These challenges highlight the need for appropriate usability evaluation methods to inform evidence-based UI/UX design improvements. This study conducted a systematic literature review following the PRISMA 2020 guidelines. The review examined usability evaluation methods applied to e-government applications and analysed how the identified usability issues translate into UI/UX design recommendations. Articles were selected based on defined inclusion and exclusion criteria, focusing on empirical studies published between 2020 and 2025. A total of 22 studies were included in the final synthesis. The findings demonstrate a strong reliance on a multi-method usability evaluation approach, specifically a combination of System Usability Scale (SUS), User Experience Questionnaire (UEQ), with usability testing, think-aloud, heuristic evaluation, and eye tracking. Common usability issues include unclear visual hierarchies, complex navigation structures, inadequate feedback mechanisms, and high cognitive load. These issues were systematically synthesized based on usability goals, providing structured insights into recurring design improvement patterns. This study provides an analytical synthesis connecting usability evaluation issues across multiple methods with UI/UX design recommendations, extending previous studies that primarily focused on method identification. The findings offer evidence-based guidance for designers and policymakers to improve the usability of e-government services. However, the study has limitations due to its geographic concentration. Future research is needed to evaluate internal government applications and conduct longitudinal studies assessing the impact of UI/UX improvements on the adoption of public services.