A User-Centered Design for Redesigning E-Government Website in Public Health Sector

The rising awareness of information transparency and the increasing citizen participation in “healthy living for healthy societies” campaign have promoted the effectuation of e-government service in public health sector. As one of the government agencies, Surabaya Health Department (SHD), Indonesia, is responsible to provide public health services and to administer health-related policies in Surabaya city. The department has been utilizing an official website to deliver its tasks and responsibilities. However, the website was built mostly based on the department's perspective and internal consensus, without a proper requirement gathering from users and stakeholders. This subjectivity has caused some essential unfulfilled, thus nullified the website goals. This study aims to redesign the official SBD website to improve the information dissemination quality and the user experience. The website development follows user-centered design (UCD) methodology. The output consists of user requirements, user task analysis, and a redesigned SHD website prototype. The heuristic evaluations between the existing and the new redesigned websites demonstrate the improvement of user experience. The UCD also enables the user identification and the corresponding requirements more comprehensively. One of the examples is the inclusion of specific requirements for person with color-blind and person with dyslexia in the redesigned SHD website.