Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
CHI '91 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Beyond the interface: encountering artifacts in use
Designing interaction
Interface: an evolving concept
Communications of the ACM - Special issue on graphical user interfaces
Bringing design to software
Information ecologies: using technology with heart
Information ecologies: using technology with heart
The whiteboard: seven great myths of usability
interactions
Power, politics, and MIS implementation
Communications of the ACM
Where the action is: the foundations of embodied interaction
Where the action is: the foundations of embodied interaction
Through the Interface: A Human Activity Approach to User Interface Design
Through the Interface: A Human Activity Approach to User Interface Design
Understanding Computers and Cognition: A New Foundation for Design
Understanding Computers and Cognition: A New Foundation for Design
Electronic Government: Where Are We Heading?
EGOV '02 Proceedings of the First International Conference on Electronic Government
The Inmates Are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity (2nd Edition)
Technology as Experience
On "Technomethodologyn";: foundational relationships between ethnomethodology and system design
Human-Computer Interaction
A framework for the lived experience of identity
Identity in the Information Society
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This paper explores the relations between public policy and usability in lived experience, drawing on 3 case studies in one important area of urban policy, transport. For these studies, discourse from interviews and focus groups with a total of 120 participants, and a written corpus of over 80 documents, were collected and analyzed, together with interviews with 25 key staff and observations of user interactions both in the laboratory and in situ. The resulting rich dataset presents a new perspective on e-government systems in use. The results show that usability must be prioritised at the policy design stage; it cannot be left to implementation. Failure to do so is experienced by users in systems which fail to work together to meet their needs. Negative experiences, in turn, may lead to loss of trust and legitimacy, and detract from public value and community well-being. These findings, therefore, provide lessons from HCI insights for both public policy-makers and implementers of e-government systems. The paper concludes by suggesting some HCI methods for pre-venting usability problems in e-government systems, by involving users in design in order to understand their lived experiences around the ecology of the systems.