Adapting the cognitive walkthrough method to assess the UX for NCRC service: Sanad application as case study

E-government services are becoming an increasingly important aspect of modern societies, facilitating citizens to access a wide range of online services such as the Sanad app in Jordan. However, these services often suffer from many problems, including poor user experience, limited access, and inadequate security measures. In this research, we highlighted some of the e-government adopting challenges. After that, we evaluated the user experience for the service “Issue a Non-Criminal Record Certificate” provided by the Sanad application using the Cognitive Walkthrough (CW) method. CW helps to identify potential problems and bottlenecks in the user journey beside it allows the exploration of potential user reactions and behaviors to the application. Thus, a group of evaluators has taken place in the CW workshop after making a persona and deciding the tasks and goals. Our results showed many obstacles toward that goal, which could limit the application adoption. Thus, a set of recommendations were proposed to increase the service's UX to improve the adoption and use of e-government services, which ultimately leads to more efficient and effective governance and satisfaction and usage among citizens.