Análise ergonômica de portal público: um estudo de caso sobre a usabilidade e a acessibilidade do portal do Detran/RN.

Abstract

This study aims to evaluate the usability and accessibility of public portals, using the Rio Grande do Norte Department of Transit Portal, Detran/RN, as a case study. The work discussed topics such as digital transformation and public administration. It presented information about the origin of Detran/RN, data regarding citizens registered with a National Driver's License (CNH), and data regarding the agency's services. Studies were conducted on topics such as ergonomics, understanding its domains, study areas, and quality measurement criteria; usability, addressing Jakob Nielsen's usability heuristics, Shneiderman's Golden Rules, and Bastien and Scapin's ergonomic criteria; and accessibility, discussing concepts such as Inclusive Design, Design For All, and Universal Design, as well as the Web Content Accessibility Guidelines 2.2 (WCAG) developed by the World Wide Web Consortium (W3C). The planning to be followed in the evaluations was presented, using the processes addressed in the work "Heuristic Evaluation of Interfaces" by José Guilherme Santa Rosa and Caroline Oliveira Santa Rosa for usability evaluation, the System Usability Scale (SUS) as a complement to the Heuristic Evaluation, and the Easy Checks test protocol to perform the first accessibility verification on the portal. With the application of the tools and the analyses carried out, the work concluded that the Detran/RN Portal has usability and accessibility problems, having found a total of 93 usability problems with the Heuristic Evaluation and an average score of 22.5 on the SUS protocol scale, being considered "not acceptable" regarding its usability. The study found that the portal also does not meet accessibility criteria, having failed in the Easy Checks protocol evaluation.