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Usability in Government Systems by Dianne Murray, Elizabeth Buie

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Chapter 4

UX of Transactions

Caroline Jarrett

Effortmark Ltd., Leighton Buzzard, UK

“This form, this form in particular I am absolutely fine with and it is not a concern. Often I’ll actually give this form to a colleague and they will complete it. Not a problem. Other [government] forms, ohh, when they [are] on the desk you are just thinking oh my goodness, nightmare.”

Employer, interviewed (Dowling, 2006)

Introduction

If citizen and government never came into contact with each other, we would have no need to consider the user experience of transactions. But governments feel the urge to count, to make records, and to tax — and have done so for several thousand years.

Even when transactions were necessarily face to face, administrators found ...

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