<span style="font-size: 9.0pt; font-family: 'Times New Roman','serif'; mso-fareast-font-family: Batang; mso-ansi-language: EN-US; mso-fareast-language: KO; mso-bidi-language: AR-SA;">Mobile governance enables citizens to comfortably do business with government anywhere, any time. This provides an enriching experience to users as they use these platforms in their convenience and with comfort. MyEG Services Berhad ("MyEG") is a concessionaire for Malaysian Electronic-Government ("E-Government") MSC Flagship Application. MyEG manages the electronic channel that offers services from various Government agencies to the Malaysian citizens and businesses. The MyEG developed a mobile application that can be used to check summons, pay summons, renew road-tax and renew auto insurance. In this study, a usability assessment was done using interview approach to examine the experience of users (with regard to usability) of the mobile application. The interview was carried out after participants engaged and interacted with the application in some task’s scenarios. The assessment was done at Jabatan Teknologi Maklumat and Komunikasi, Politeknik Seberang Perai, with 15 volunteers who consisted of lecturers and students. The findings showed that overall the application was perceived usable and also enriched the experience of participants. However, there were some improvements that should be implemented in the area of findability to further improve on users’ satisfaction and felt experience.</span><span style="font-size: 9.0pt; font-family: 'Times New Roman','serif'; mso-fareast-font-family: Batang; mso-ansi-language: EN-US; mso-fareast-language: KO; mso-bidi-language: AR-SA;">Mobile governance enables citizens to comfortably do business with government anywhere, any time. This provides an enriching experience to users as they use these platforms in their convenience and with comfort. MyEG Services Berhad ("MyEG") is a concessionaire for Malaysian Electronic-Government ("E-Government") MSC Flagship Application. MyEG manages the electronic channel that offers services from various Government agencies to the Malaysian citizens and businesses. The MyEG developed a mobile application that can be used to check summons, pay summons, renew road-tax and renew auto insurance. In this study, a usability assessment was done using interview approach to examine the experience of users (with regard to usability) of the mobile application. The interview was carried out after participants engaged and interacted with the application in some task’s scenarios. The assessment was done at Jabatan Teknologi Maklumat and Komunikasi, Politeknik Seberang Perai, with 15 volunteers who consisted of lecturers and students. The findings showed that overall the application was perceived usable and also enriched the experience of participants. However, there were some improvements that should be implemented in the area of findability to further improve on users’ satisfaction and felt experience.</span>

Mobility is the trend right now. It is transforming the user experience from the confines of the desk to the convenience of anytime-anywhere. MyEG Services Berhad ("MYEG") is a concessionaire for Malaysian Electronic-Government ("E-Government") MSC Flagship Application. MYEG builds, operates and owns the electronic channel that delivers services from various Government agencies to Malaysia citizens and businesses. To make their services up-to-date and in trend, MyEG app was developed and can also be used to check summons, pay summons, renew road-tax and renew auto insurance. To make sure that this application is efficient, fulfilling the customer needs and satisfaction, a usability evaluation was conducted. The evaluation was conducted in “Jabatan Teknologi Maklumat &amp; Komunikasi, Politeknik Seberang Perai”, with 15 participants consisting of both lecturers and students. The think-aloud protocol was used while conducting the evaluation. The result of the evaluation revealed that overall the app is efficient, successful in fulfilling the users’ requirement and needs and promotes users mobile experience.

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