User Experience of a Local Government Website: A Design Thinking and UEQ Approach

This study evaluates the user experience (UX) of a local government website using an integrated Design Thinking and User Experience Questionnaire (UEQ) approach. A mixed-methods design was applied to the Pesisir Barat Regency Government website, combining qualitative usability testing with quantitative UEQ measurement involving 42 respondents. The Design Thinking framework—empathize, define, ideate, prototype, and test—was employed to identify usability issues and guide interface redesign. Pre-redesign results showed that all UEQ dimensions were below the global benchmark average, with notable weaknesses in novelty, navigation clarity, and information structure. Following redesign, all six UEQ dimensions demonstrated substantial improvement, reaching the “excellent” category and ranking within the top 10% of global benchmark results. The findings confirm that user-centered redesign significantly enhances both pragmatic and hedonic quality of e-government websites. This study provides empirical evidence supporting the effectiveness of integrating standardized UX evaluation with Design Thinking to improve digital public service quality.