{"id":"https://openalex.org/W7083292516","doi":"https://doi.org/10.1109/access.2025.3614165","title":"Uncovering Usability Issues in Mobile Government Applications: A User-Centered Approach","display_name":"Uncovering Usability Issues in Mobile Government Applications: A User-Centered Approach","publication_year":2025,"publication_date":"2025-01-01","ids":{"openalex":"https://openalex.org/W7083292516","doi":"https://doi.org/10.1109/access.2025.3614165"},"language":"en","primary_location":{"id":"doi:10.1109/access.2025.3614165","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2025.3614165","pdf_url":null,"source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1109/access.2025.3614165","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Rawan Alabdulrahman","orcid":"https://orcid.org/0000-0002-2205-3002"},"institutions":[{"id":"https://openalex.org/I28022161","display_name":"King Saud University","ror":"https://ror.org/02f81g417","country_code":"SA","type":"education","lineage":["https://openalex.org/I28022161"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Rawan Alabdulrahman","raw_affiliation_strings":["Department of Software Engineering, College of Computer and Information Sciences, King Saud University, Riyadh, Saudi Arabia"],"raw_orcid":"https://orcid.org/0000-0002-2205-3002","affiliations":[{"raw_affiliation_string":"Department of Software Engineering, College of Computer and Information Sciences, King Saud University, Riyadh, Saudi Arabia","institution_ids":["https://openalex.org/I28022161"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Fayez Alqahtani","orcid":"https://orcid.org/0000-0001-8972-5953"},"institutions":[{"id":"https://openalex.org/I28022161","display_name":"King Saud University","ror":"https://ror.org/02f81g417","country_code":"SA","type":"education","lineage":["https://openalex.org/I28022161"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Fayez Alqahtani","raw_affiliation_strings":["Department of Software Engineering, College of Computer and Information Sciences, King Saud University, Riyadh, Saudi Arabia"],"raw_orcid":"https://orcid.org/0000-0001-8972-5953","affiliations":[{"raw_affiliation_string":"Department of Software Engineering, College of Computer and Information Sciences, King Saud University, Riyadh, Saudi Arabia","institution_ids":["https://openalex.org/I28022161"]}]},{"author_position":"last","author":{"id":null,"display_name":"Manal Binkhonain","orcid":"https://orcid.org/0000-0001-7722-2259"},"institutions":[{"id":"https://openalex.org/I28022161","display_name":"King Saud University","ror":"https://ror.org/02f81g417","country_code":"SA","type":"education","lineage":["https://openalex.org/I28022161"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Manal Binkhonain","raw_affiliation_strings":["Department of Software Engineering, College of Computer and Information Sciences, King Saud University, Riyadh, Saudi Arabia"],"raw_orcid":"https://orcid.org/0000-0001-7722-2259","affiliations":[{"raw_affiliation_string":"Department of Software Engineering, College of Computer and Information Sciences, King Saud University, Riyadh, Saudi Arabia","institution_ids":["https://openalex.org/I28022161"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I28022161"],"apc_list":{"value":1850,"currency":"USD","value_usd":1850},"apc_paid":{"value":1850,"currency":"USD","value_usd":1850},"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.65977367,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"13","issue":null,"first_page":"169352","last_page":"169366"},"is_retracted":false,"is_paratext":false,"is_xpac":true,"primary_topic":{"id":"https://openalex.org/T12157","display_name":"Geochemistry and Geologic Mapping","score":0.6794999837875366,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12157","display_name":"Geochemistry and Geologic Mapping","score":0.6794999837875366,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13067","display_name":"Geological Modeling and Analysis","score":0.028200000524520874,"subfield":{"id":"https://openalex.org/subfields/1906","display_name":"Geochemistry and Petrology"},"field":{"id":"https://openalex.org/fields/19","display_name":"Earth and Planetary Sciences"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T14311","display_name":"Electrical and Electromagnetic Research","score":0.01860000006854534,"subfield":{"id":"https://openalex.org/subfields/3107","display_name":"Atomic and Molecular Physics, and Optics"},"field":{"id":"https://openalex.org/fields/31","display_name":"Physics and Astronomy"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/usability","display_name":"Usability","score":0.9193999767303467},{"id":"https://openalex.org/keywords/heuristic-evaluation","display_name":"Heuristic evaluation","score":0.7728000283241272},{"id":"https://openalex.org/keywords/usability-lab","display_name":"Usability lab","score":0.6676999926567078},{"id":"https://openalex.org/keywords/cognitive-walkthrough","display_name":"Cognitive walkthrough","score":0.6531999707221985},{"id":"https://openalex.org/keywords/usability-inspection","display_name":"Usability inspection","score":0.6352999806404114},{"id":"https://openalex.org/keywords/usability-goals","display_name":"Usability goals","score":0.6269999742507935},{"id":"https://openalex.org/keywords/web-usability","display_name":"Web usability","score":0.618399977684021}],"concepts":[{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.9193999767303467},{"id":"https://openalex.org/C3255780","wikidata":"https://www.wikidata.org/wiki/Q1616517","display_name":"Heuristic evaluation","level":3,"score":0.7728000283241272},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7348999977111816},{"id":"https://openalex.org/C11324603","wikidata":"https://www.wikidata.org/wiki/Q2502322","display_name":"Usability lab","level":4,"score":0.6676999926567078},{"id":"https://openalex.org/C87105883","wikidata":"https://www.wikidata.org/wiki/Q1107002","display_name":"Cognitive walkthrough","level":4,"score":0.6531999707221985},{"id":"https://openalex.org/C23456302","wikidata":"https://www.wikidata.org/wiki/Q7901668","display_name":"Usability inspection","level":4,"score":0.6352999806404114},{"id":"https://openalex.org/C62993174","wikidata":"https://www.wikidata.org/wiki/Q2928808","display_name":"Usability goals","level":4,"score":0.6269999742507935},{"id":"https://openalex.org/C4237393","wikidata":"https://www.wikidata.org/wiki/Q1636686","display_name":"Web usability","level":3,"score":0.618399977684021},{"id":"https://openalex.org/C100302975","wikidata":"https://www.wikidata.org/wiki/Q1642623","display_name":"Usability engineering","level":3,"score":0.6050000190734863},{"id":"https://openalex.org/C188688815","wikidata":"https://www.wikidata.org/wiki/Q7205541","display_name":"Pluralistic walkthrough","level":3,"score":0.5378000140190125},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.5259000062942505},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4162999987602234},{"id":"https://openalex.org/C139225968","wikidata":"https://www.wikidata.org/wiki/Q17146354","display_name":"System usability scale","level":4,"score":0.34220001101493835},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.3278000056743622},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.30000001192092896},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.2935999929904938},{"id":"https://openalex.org/C74196892","wikidata":"https://www.wikidata.org/wiki/Q7781188","display_name":"Thematic analysis","level":3,"score":0.2897999882698059},{"id":"https://openalex.org/C89505385","wikidata":"https://www.wikidata.org/wiki/Q47146","display_name":"User interface","level":2,"score":0.28139999508857727},{"id":"https://openalex.org/C186967261","wikidata":"https://www.wikidata.org/wiki/Q5082128","display_name":"Mobile device","level":2,"score":0.25920000672340393}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1109/access.2025.3614165","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2025.3614165","pdf_url":null,"source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:c5107d37abe54a5182c0aa00abad654d","is_oa":true,"landing_page_url":"https://doaj.org/article/c5107d37abe54a5182c0aa00abad654d","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"IEEE Access, Vol 13, Pp 169352-169366 (2025)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1109/access.2025.3614165","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2025.3614165","pdf_url":null,"source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/10","display_name":"Reduced inequalities","score":0.6963130831718445}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":17,"referenced_works":["https://openalex.org/W95067517","https://openalex.org/W1439526016","https://openalex.org/W1991691398","https://openalex.org/W2088028234","https://openalex.org/W2136007907","https://openalex.org/W2146645353","https://openalex.org/W2609016669","https://openalex.org/W2950504429","https://openalex.org/W3023580939","https://openalex.org/W4206283182","https://openalex.org/W4288445047","https://openalex.org/W4300325272","https://openalex.org/W4303710061","https://openalex.org/W4310713729","https://openalex.org/W4313559709","https://openalex.org/W4387021757","https://openalex.org/W4404695471"],"related_works":[],"abstract_inverted_index":{"Mobile":[0],"government":[1],"(M-Gov)":[2],"applications":[3],"have":[4],"become":[5],"essential":[6],"platforms":[7],"for":[8,163],"delivering":[9],"public":[10],"services,":[11],"with":[12,168],"usability":[13,28,68,97,116,142,177,186,200],"directly":[14],"influencing":[15],"user":[16,53,155],"access,":[17],"trust,":[18],"and":[19,88,145,160,188,204,208],"digital":[20,170,210],"inclusion.":[21],"However,":[22],"most":[23],"prior":[24],"studies":[25],"on":[26,30],"M-Gov":[27,52,77,176,202],"rely":[29],"top-down":[31],"evaluation":[32,191],"methods,":[33],"such":[34],"as":[35],"heuristic":[36],"assessments":[37],"or":[38,166],"standardized":[39],"frameworks":[40],"(e.g.,":[41],"ISO,":[42],"SUS),":[43],"which":[44],"often":[45],"miss":[46],"the":[47,76],"complex,":[48],"context-sensitive":[49],"nature":[50],"of":[51,75,101,111,184,199],"interaction.":[54],"This":[55,138],"study":[56,173],"addresses":[57],"this":[58],"gap":[59],"by":[60,179,193],"adopting":[61],"a":[62,109,181,195],"bottom-up,":[63],"user-centered":[64],"approach":[65,139],"to":[66,175],"identify":[67],"issues":[69,117],"that":[70,103],"arise":[71],"during":[72,147],"actual":[73],"use":[74],"service.":[78],"Usability":[79],"data":[80],"was":[81],"collected":[82],"through":[83],"think-aloud":[84],"protocols,":[85],"post-task":[86],"reflections,":[87],"post-study":[89],"questionnaires.":[90],"Inductive":[91],"thematic":[92],"analysis":[93],"revealed":[94],"eight":[95],"interrelated":[96],"themes,":[98],"each":[99],"composed":[100],"sub-themes":[102],"captured":[104],"specific":[105],"issues,":[106],"resulting":[107],"in":[108,154,201],"total":[110],"sixteen":[112],"sub-themes.":[113],"The":[114,150,172],"core":[115],"are:":[118],"Task":[119],"Flow":[120],"Disruptions,":[121],"Navigation":[122],"Difficulties,":[123],"Content":[124],"Issues,":[125,127,135],"Performance":[126],"Support":[128],"Limitations,":[129],"Ineffective":[130],"Error":[131],"Feedback,":[132],"Interface":[133],"Design":[134],"Accessibility":[136],"Barriers.":[137],"shows":[140],"how":[141],"challenges":[143],"emerge":[144],"escalate":[146],"service":[148,211],"interactions.":[149],"findings":[151],"reveal":[152],"gaps":[153],"behavior":[156],"alignment,":[157],"clear":[158],"communication,":[159],"accessibility,":[161],"especially":[162],"older":[164],"users":[165],"people":[167],"limited":[169],"skills.":[171],"contributes":[174],"research":[178],"offering":[180,194],"structured":[182],"taxonomy":[183],"observed":[185],"failures":[187],"extends":[189],"current":[190],"practices":[192],"behaviorally":[196],"grounded":[197],"view":[198],"apps":[203],"informing":[205],"more":[206],"inclusive":[207],"reliable":[209],"design.":[212]},"counts_by_year":[],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
