Governo digital e a experiência do usuário: análise da usabilidade e eficiência das plataformas digitais governamentais sob a perspectiva dos cidadãos

Abstract

Digital transformation has driven significant changes in public administration, being a central research topic in the field of Public Management.This phenomenon requires that government services be increasingly efficient, accessible, and aligned with the needs of citizens, highlighting the analytical relevance for modernization and innovation in the public sector.This work aims to analyze the user experience with government digital platforms, especially the Gov.br platform, from the citizen's perspective.The research was based on 6 analytical dimensions outlined in the literature on user experience (UX): navigability, information clarity, accessibility, performance, emotional experience, and overall satisfaction.The methodology used was of a basic nature, through an empirical research, with an exploratory and descriptive approach, via bibliographic review and primary data collection through an electronic questionnaire, with a non-probabilistic sample, but limited to the city of João Pessoa, from March 12 to 20, 2025.The results revealed that individuals with a higher level of education tend to have greater familiarity with the digital environment.However, even among this group, difficulties in using the platforms are still perceived.Overall, most users rated aspects such as navigability and clarity of information positively, although significant challenges related to the performance and accessibility of digital government systems persist.Problems such as slowness and instability were highlighted, with 46.3% of respondents dissatisfied with the performance.The emotional dimension also showed variations, revealing that the experience is not homogeneous among different user profiles.The analysis shows that the digitization of public services should be accompanied by strategies that prioritize digital inclusion, user-centered design, and continuous improvement of the platforms. To achieve this, it is recommended to enhance accessibility resources, strengthen user support, and encourage citizen participation in the development of digital solutions.It is concluded that the realization of digital government depends not only on technology but also on the ability to understand and meet the real needs of the population.