Exploring usability issues of e-government websites in Bangladesh and their impact on users with limited digital literacy

Abstract

While Bangladesh is advancing with its “Digital Bangladesh” initiative, the success of e-government platforms in transforming public service delivery greatly relies on how such platforms are accessible and usable by all citizens, ranging from novice to proficient in digital skills. However, significant usability challenges for users with limited digital literacy create a digital divide that undermines the inclusivity and effectiveness of these platforms. This research explores the various usability challenges faced by users with limited digital proficiency, revealing the underlying factors contributing to these challenges and finally proposing solutions to promote inclusivity and bridge the digital divide. By incorporating a mixed-method approach like questionnaires, interviews, and heuristic evaluation, it seeks a deeper understanding of user experiences on those platforms. Data collection involved 293 survey respondents, 9 administrative interviews, and 19 mediator interviews. Through comprehensive data analysis, the study discovers a range of infrastructural and organizational challenges faced by users across the four selected e-service platforms. Notably, the analysis also unveils the underlying reasons for the prevalence of mediators, which emerged as a critical aspect of users’ coping mechanisms against the challenges. It reveals that high dependency on mediators stems from limited digital literacy, navigation struggles, infrastructural barriers, and user impatience. These findings put additional emphasis on user-centric design enhancements to mitigate these challenges. Thus, this study draws from global best practices to offer practical design solutions that enhance user experience and digital inclusion in Bangladesh’s e-government services.