UX Research em Governo Eletrônico: recomendações para pesquisa e mapeamento de experiências do usuário em interações de Governo para Governo - G2G

Abstract

This research aims to propose recommendations for conducting user experience research and mapping experiences in e-government of the G2G type, which strategically assist project te- ams in decision making and, for that, focuses on User Experience Design (UX Design) solutions to diagnose contexts building empathy and facilitating organizational alignment. The attention of this work is focused on projects for the development of mobile e- government solutions alig- ned with the transformation strategies for digital government, mainly of agencies and sectors of the Brazilian federal government that manage public policies for the transfer of decentralized re- sources to the sub-levels of government. Currently, it is observed that the changes that the public administration has been going through in the last decades accompany the technological trans- formations. Public policies are formulated and implemented with the participation of society through electronic government solutions. However, the challenge of a comprehensive adminis- tration con?guration demands the complete integration of systems, with information exchange between the various government entities, which requires innovative solutions that respond to Government to Government - G2G interactions, placing Design and its methodologies as a cen- tral element for the e-government services project activity. This work was conducted using the Design Science Research - DSR methodology that supports and operationalizes the conduct of research when the objective to be achieved is an artifact or a prescription. The theoretical step covers a literature review in the areas of e-Government, including a systematic literature review on the context of mobile e- government in solutions aimed at G2G-type scenarios; User Experience Design (UX Design) and a literature review of theses and dissertations on Programa Dinheiro Direto na Escola - PDDE, the main instrument for supplementary transfer of resour- ces from the undo Nacional de Desenvolvimento da Educação (FNDE) , an autarchy linked to the Ministério da Educação (MEC). The practical step of this thesis was carried out in a real environment, with the proposition and application of a set of procedures that combine User Experience Research (UX Research) techniques and Mapping Experiences tools. The proposed method (artifact) and its subsequent evaluation lead to results that serve as empirical evidence for this thesis and are relevant for agencies and sectors of the Brazilian federal government that manage decentralized public policies and for the ?eld of Electronic Government. The results are also signi?cant for the User Experience Design (UX Design), User Experience Research (UX Research) and Service Design disciplines.