Comunicação pública e governo digital: o design da experiência do usuário na construção de portais de países ibero-americanos sob a ótica da comunicação
Carregando...
Data
2022-03-30
Autores
Amaral, Vanessa Grazielli Bueno do
Título da Revista
ISSN da Revista
Título de Volume
Editor
Universidade Estadual Paulista (Unesp)
Resumo
O governo digital deve ser centrado no cidadão e promover um acesso aos portais e serviços de forma acessível, fácil e até mesmo satisfatória. A atual pesquisa tem objetivo de compreender como os portais e serviços de governo digital podem ser, de fato, centrados no cidadão. Para isso nos apoiamos no design da experiência do usuário (UX Design), uma perspectiva multidisciplinar que aplica diferentes métodos de análise e desenvolvimento de projetos para criar produtos ou serviços focados em seus respectivos usuários. Alinhado a isso temos a perspectiva da comunicação, para discutir a construção de portais digitais com foco no cidadão, atendendo às premissas da comunicação pública e do governo digital. O principal questionamento deste trabalho é identificar como podem ser desenvolvidos os portais de governo para que sejam centrados no cidadão, uma característica do design da experiência do usuário, da comunicação pública e do governo digital. O objetivo foi identificar parâmetros para serviços de governo digital centrados no cidadão, que possam pautar equipes, metodologias e técnicas para o uso do design da experiência do usuário (tradução de User Experience Design – UX Design) no desenvolvimento de interfaces para comunicação pública. Como objeto foram analisados equipes e processos de desenvolvimento e atualização de portais de governo digital. Foram selecionados os dois países do continente europeu na ibero-américa (Portugal e Espanha, que não foi analisado por não atender os critérios), e dois países latino-americanos colonizados por eles: Brasil e Uruguai (selecionado por ser o país da América Latina com o melhor Índice de Desenvolvimento em Governo Eletrônico de acordo com a ONU). Foram traçadas as estratégias de governo digital de cada país, realizadas entrevistas com gestores das equipes, e mapeamento de competências em design da experiência do usuário. Portugal teve os menores resultados, seguido por Uruguai em nível intermediário e Brasil com a melhor avaliação. Apesar das diferenças em cada localidade estudada, pudemos propor o uso de um modelo de maturidade em UX e uma matriz de avaliação de competências para direcionar as ações dos governos em relação ao desenvolvimento de portais e serviços de governo digital.
Digital government must be citizen-centric and promote access to portals and services in an accessible, easy and even satisfactory way. The current research aims to understand how digital government portals and services can be, in fact, citizen-centric. For this, we rely on user experience design (UX Design), a multidisciplinary perspective that applies different methods of analysis and project development to create products or services focused on their respective users. In line with this, we have the perspective of communication, to discuss the construction of digital portals focused on the citizen, taking into account the premises of public communication and digital government. The main question of this work is to identify how government portals can be developed so that they are citizen-centered, a feature of user experience design, public communication and digital government. The objective was to identify parameters for citizen-centered digital government services, that can guide teams, methodologies and techniques for the use of user experience design (translation of User Experience Design - UX Design) in the development of interfaces for public communication. As an object, teams and processes of development and updating of digital government portals were analyzed. The two countries of the European continent in Ibero-America were selected (Portugal and Spain, which was not analyzed because it did not meet the criteria), and two Latin American countries colonized by them: Brazil and Uruguay (selected for being the country of Latin America with the best Development Index in Electronic Government according to the UN). Digital government strategies were drawn up for each country, interviews were conducted with team managers, and skills mapping in user experience design were carried out. Portugal had the lowest results, followed by Uruguay at an intermediate level and Brazil with the best evaluation. Despite the differences in each studied location, we were able to propose the use of a UX maturity model and a competency assessment matrix to guide government actions in relation to the development of digital government portals and services.
Digital government must be citizen-centric and promote access to portals and services in an accessible, easy and even satisfactory way. The current research aims to understand how digital government portals and services can be, in fact, citizen-centric. For this, we rely on user experience design (UX Design), a multidisciplinary perspective that applies different methods of analysis and project development to create products or services focused on their respective users. In line with this, we have the perspective of communication, to discuss the construction of digital portals focused on the citizen, taking into account the premises of public communication and digital government. The main question of this work is to identify how government portals can be developed so that they are citizen-centered, a feature of user experience design, public communication and digital government. The objective was to identify parameters for citizen-centered digital government services, that can guide teams, methodologies and techniques for the use of user experience design (translation of User Experience Design - UX Design) in the development of interfaces for public communication. As an object, teams and processes of development and updating of digital government portals were analyzed. The two countries of the European continent in Ibero-America were selected (Portugal and Spain, which was not analyzed because it did not meet the criteria), and two Latin American countries colonized by them: Brazil and Uruguay (selected for being the country of Latin America with the best Development Index in Electronic Government according to the UN). Digital government strategies were drawn up for each country, interviews were conducted with team managers, and skills mapping in user experience design were carried out. Portugal had the lowest results, followed by Uruguay at an intermediate level and Brazil with the best evaluation. Despite the differences in each studied location, we were able to propose the use of a UX maturity model and a competency assessment matrix to guide government actions in relation to the development of digital government portals and services.
Descrição
Palavras-chave
Comunicação pública, Governo digital, América Latina, Portugal, Espanha, Comunicação na administração pública, Internet na administração pública, Portais da Web, Design centrado no usuário, Public communication, Digital government, Latin America, Spain