Why good UX matters more than digital literacy in driving e-government success (in my opinion)
I recently participated in a meeting about digital transformation, where several people mentioned that the foundation for progress is improving digital literacy among the population. The idea is that once people have those basic skills, we can build on that with e-government and other services. While I fully support education and agree that lack of understanding or basic skills can often be a barrier to technology adoption, I challenge this view when it comes to developing and implementing e-governance.
As someone who enjoys observing how people use and interact with technology, I’ve witnessed digital transformation both in my own country and abroad. I've watched my mother, her friends, and other older relatives learn to use technology. From my perspective, the real key is good UX design. I know it sounds cliché, but I’ve seen older people pick up an iPhone and start using it immediately because it's intuitive. In contrast, Android seemed more challenging to them. Similarly, I’ve seen older people navigate e-government services successfully when the design is clear and straightforward—no guessing, just clean interfaces that make it obvious where to click and what to do next.
In addition, chatbots are increasingly making it easier to access government services, but like any digital tool, they need a well-designed interface, intuitive UX, and proper training to be truly effective. Although chatbots are often seen as simple conversational tools, they are an integral part of the broader UX design. Their success depends largely on how easily users can interact with them. Factors such as language, response time, and conversation flow all contribute to the chatbot’s usability. Poor design or confusing prompts can quickly frustrate users. Furthermore, the chatbot must integrate seamlessly with the overall digital experience, whether it's part of a website or app, ensuring smooth transitions between the chatbot and other services. Accessibility is also essential, as chatbots should accommodate a wide range of users, including those with disabilities. Ultimately, a well-implemented chatbot enhances the user experience, making government services more accessible and efficient, while a poorly implemented one can create unnecessary frustration.
For those who still struggle, I believe a hybrid approach is essential. Establishing physical service centers where people can bring their paper documents and process them in person is a great bridge. These centers can still benefit from digitalization, whether through ticket systems to manage queues efficiently, online appointment scheduling, or ensuring electronic documents are generated as part of the process.
In my opinion, successful e-governance implementation requires skilled government officials who design systems that are easy to use, intuitive, inclusive, secure, and safe. When systems are built well, people will learn to use them, or that learning will happen alongside the rollout. Waiting for widespread digital literacy before implementing e-government services will only delay progress.