JIS 2024

Abstract. There is a growing advancement of technologies, with an increasing number of services being carried out through them. This trend also prompts the Public Sector to join this movement by providing its services digitally, making them more convenient and cost-effective. However, the challenge arises in ensuring that everyone has equal access to these services, thereby avoiding segregation, particularly among the most vulnerable segment of society. Hence, we investigate the usability of the Caixa Tem application, which provided access to emergency aid during the pandemic. Our goal is to verify whether this application ensures usability for its users. Therefore, we assess usability through high-fidelity prototypes faithful to the real application, conducting Heuristic Evaluations, and Usability Tests with carefully selected individuals. Therefore, we are able to identify a number of usability issues regarding time and interaction efficiency, satisfaction, user experience, and effectiveness. At last, we propose a set of modifications that enhances the usability of the Caixa Tem application.

Online Appendix:

• Usability Tests

  • First Round

  • Second Round

  • Term

• Heuristic Evaluation (Portuguese)

  • Link1

• Prototypes:

  • Original

  • Redesign

  • Final Design