Design Shortcomings in E-Service Enrolment Processes: Recommendations From an HCI Perspective

Enrolment processes could make or break the success of an e-government service, and bad design decisions could build up to a cataclysmic failure in e-service take-up. This article reviews a number of public-sector and commercial services which experienced adoption issues (or successes) arising from enrolment-related design decisions. A set of design shortcomings was synthesised, drawing on literature to assess their impact on end users, as well as on the service provider. These design shortcomings, along with a set of actionable recommendations, are discussed and presented with respect to the user, the task at hand and the environment of use, thus aligning this discussion to the core pillars of ISO-9241-210 (Ergonomics of human-system interaction – Part 210: Human-centred design for interactive systems).