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Usability is the Best Policy: Public Policy and the Lived Experience of Transport Systems in London

机译：可用性是最好的政策：公共政策和伦敦运输系统的生活体验

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This paper explores the relations between public policy and usability in lived experience, drawing on 3 case studies in one important area of urban policy, transport. For these studies, discourse from interviews and focus groups with a total of 120 participants, and a written corpus of over 80 documents, were collected and analyzed, together with interviews with 25 key staff and observations of user interactions both in the laboratory and in situ. The resulting rich dataset presents a new perspective on e-government systems in use. The results show that usability must be prioritized at the policy design stage; it cannot be left to implementation. Failure to do so is experienced by users in systems which fail to work together to meet their needs. Negative experiences, in turn, may lead to loss of trust and legitimacy, and detract from public value and community well-being. These findings, therefore, provide lessons from HCI insights for both public policy-makers and implementers of e-government systems. The paper concludes by suggesting some HCI methods for pre-venting usability problems in e-government systems, by involving users in design in order to understand their lived experiences around the ecology of the systems.
机译：本文探讨了在生活经验公共政策和易用性之间的关系，在城市政策的一个重要区域，交通3个案例研究图纸。对于这些研究，通过访谈和焦点小组，共有120名人参加，超过80文件的书面语料库的话语，收集和分析，并在实验室和现场与25个重点人员的访谈和用户交互的意见一起。产生的丰富的数据集呈现在利用电子政务系统的新视角。结果表明，可用性，必须在政策设计阶段优先;它不能被留下来实施。不这样做，是通过用户在无法一起工作，以满足其需求的系统经验。负面的经验，反过来，可能会导致公共价值和社会福祉的信任和合法性，减损损失。这些研究结果，因此，提供了从HCI洞察力为公共决策者和电子政务系统的实施者教训。文章最后认为需要在电子政务系统的预通风可用性问题的一些方法，人机交互，通过涉及用户设计，以了解各地的系统的生态生活的经验总结。

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