Usability evaluation of an e-Service in a Public website

Enough research was not done in evaluating a public website which would provide e-services to all kinds of citizens. A public website would provide e-services to all kinds of people and also provides the services faster and easier with fewer errors, so it is necessary to provide a usable website to the users. So usability evaluation of an online payment service in a public website is described in this paper. Usability evaluation has been carried out by performing heuristic evaluation which is a usability inspection method and interview which is a usability testing method. A conceptual framework was developed to identify the nature of reality and data matrixes were used to present the data gathered, by performing the methods. The usability evaluation performed by heuristic evaluation and interviews had identified usability problems from both non-user and user point of view. Using both the methods, more number of usability problems were identified which are necessary for the improvement of online payment service in a public website.