Beyond the Interface: Usability as an Engine for Value Creation in the Public Service Ecosystem

Rejane M. da C. Figueiredo; Andrea C. B. Judice; Marcelo O. Judice; Glauco V. Pedrosa; Flávio F. Costa; John Lenon C. Gardenghi; Stefani P. Ferreira; Bruna de O. Guedes

doi:10.5753/jis.2026.7067

Authors

Rejane M. da C. Figueiredo University of Brasília (UnB) https://orcid.org/0000-0001-8243-7924
Andrea C. B. Judice University of Brasília (UnB) https://orcid.org/0009-0003-4276-2177
Marcelo O. Judice University of Brasília (UnB) https://orcid.org/0000-0001-8416-8289
Glauco V. Pedrosa University of Brasília (UnB) https://orcid.org/0000-0001-5573-6830
Flávio F. Costa University of Brasília (UnB) https://orcid.org/0000-0001-6407-1180
John Lenon C. Gardenghi University of Brasília (UnB) https://orcid.org/0000-0003-4443-8090
Stefani P. Ferreira University of Brasília (UnB) https://orcid.org/0000-0002-3023-0662
Bruna de O. Guedes Ministry of Management and Innovation in Public Services (MGI) https://orcid.org/0009-0007-8205-5767

DOI:

https://doi.org/10.5753/jis.2026.7067

Keywords:

Digital Government, Usability Evaluation, Public Value, Institutional Change, User Experience (UX)

Abstract

The global digital government agenda emphasizes the importance of user-centered services to maximize Public Value. While most research focuses on citizen-facing systems, this study addresses a critical gap by evaluating the usability and institutional impact of internal platforms used by public servants. We present a comprehensive case study of SplitGov, a federal system responsible for managing shared service contracts and cost allocation in the Brazilian government. Using a triangulated methodology that combines heuristic evaluation, guided navigation, and semi-structured interviews with platform managers, we identify recurring usability barriers related to accessibility, interface consistency, and clarity of feedback. Beyond diagnosing interface-level frictions, the findings reveal how micro-level usability problems generated organizational responses at the meso level and created opportunities for alignment with national digital government policies at the macro level. This extended version incorporates new empirical material, particularly interviews with managers, and advances the theoretical articulation between the Public Service Ecosystem (PSE) model, complexity theory, and sociotechnical perspectives. The results show that usability evaluation can support adaptive governance processes, supporting organizational learning and influencing institutional improvement processes. The study further provides practical guidance to advance UX governance, refine feedback loops, and reinforce the reliability and legitimacy of digital public systems, promoting public value creation.

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