Abstract: Evaluating the User Experience (UX) of government applications is becoming increasingly crucial as governments deploy public services online. Nevertheless, research in this area remains fragmented. Correspondingly, this study presents a systematic review of UX evaluation in government applications to address the following Research Questions (RQs): What UX evaluation approaches and UX dimensions have been employed in the UX evaluation of government applications, and how do domains, contextual, and cultural considerations influence the UX evaluation of government applications? Kitchenham and Charters’ guidelines, as well as the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA), are employed to guide this review. Moreover, recent studies from Scopus and Web of Science (WoS) databases between the years 2023 and 2025 were retrieved using a predefined review protocol. After applying the inclusion and exclusion criteria and subjecting the studies to quality assessment, the final number of retained studies for this review is 19. The analysis reveals four key themes: diversity in UX evaluation approaches, the range of UX dimensions evaluated, the range of domains evaluated, and the contextual and cultural considerations in UX evaluations. The findings reveal that UX evaluations of government applications are predominantly usability-focused, while hedonic, emotional, and cultural dimensions receive limited and inconsistent attention. In addition, the review highlights that UX evaluations for government applications should encompass both technical and pragmatic aspects, as well as domain-specific, cultural, and contextual dimensions. Accordingly, strengthening these evaluations can lead to more inclusive and meaningful assessments, resulting in government applications that offer better UX. Overall, the findings of this review may serve as a reference for future work and advance the field of UX evaluation, especially in the context of government applications.

Emmy Hossain, Noris Mohd Norowi, Azrina Kamaruddin and Hazura Zulzalil. “User Experience Evaluation in Government Applications: A Systematic Review”. International Journal of Advanced Computer Science and Applications (IJACSA) 16.12 (2025). http://dx.doi.org/10.14569/IJACSA.2025.0161267

@article{Hossain2025,
title = {User Experience Evaluation in Government Applications: A Systematic Review},
journal = {International Journal of Advanced Computer Science and Applications},
doi = {10.14569/IJACSA.2025.0161267},
url = {http://dx.doi.org/10.14569/IJACSA.2025.0161267},
year = {2025},
publisher = {The Science and Information Organization},
volume = {16},
number = {12},
author = {Emmy Hossain and Noris Mohd Norowi and Azrina Kamaruddin and Hazura Zulzalil}
}