Uncovering Usability Issues in Mobile Government Applications: A User-Centered Approach

Mobile government (M-Gov) applications have become essential platforms for delivering public services, with usability directly influencing user access, trust, and digital inclusion. However, most prior studies on M-Gov usability rely on top-down evaluation methods, such as heuristic assessments or standardized frameworks (e.g., ISO, SUS), which often miss the complex, context-sensitive nature of M-Gov user interaction. This study addresses this gap by adopting a bottom-up, user-centered approach to identify usability issues that arise during actual use of the M-Gov service. Usability data was collected through think-aloud protocols, post-task reflections, and post-study questionnaires. Inductive thematic analysis revealed eight interrelated usability themes, each composed of sub-themes that captured specific issues, resulting in a total of sixteen sub-themes. The core usability issues are: Task Flow Disruptions, Navigation Difficulties, Content Issues, Performance Issues, Support Limitations, Ineffective Error Feedback, Interface Design Issues, Accessibility Barriers. This approach shows how usability challenges emerge and escalate during service interactions. The findings reveal gaps in user behavior alignment, clear communication, and accessibility, especially for older users or people with limited digital skills. The study contributes to M-Gov usability research by offering a structured taxonomy of observed usability failures and extends current evaluation practices by offering a behaviorally grounded view of usability in M-Gov apps and informing more inclusive and reliable digital service design.