UPA Member Interview with
Lucia Filgueiras is a Professor at Escola
Politecnica, University of Sao Paulo, Brazil
Q: What project are you working on now?
A: I’m now presently working on the enhancement of LabIHC, a usability
laboratory that evaluates usability of e-government services. This lab
belongs to the Sao Paulo State Government and it is intended to act as
a quality assurance service for every government site that is offered
to citizens (G2C). This lab was started from a short-term contract that
assessed how citizens were dealing with the many e-government services
that were already offered through the internet. We created an observation
method and the conclusions were so well received in the government that
a lab was set up to evaluate prototypes. It was a true culture change
for the government. Now this lab will be evaluating prototypes before
they are launched to the public.
Q: What's the biggest challenge you're facing on this project?
A: There are many big challenges. The first one is to implement a usability
evaluation service that can work as a factory. There are many services
to be analyzed and the results return time must not impact the life cycle.
We don’t want that usability evaluations to become a bottleneck
or the project will be discarded.
A second challenge will be to address language issues. Government websites
must act as educational tools for citizenship and there is a delicate
balance between using technical, correct terms, and popular, understandable
Q: Do you have any "take-aways" to share that may benefit
A: Be prepared for volume. We usability professionals have been advertising
usability for a long time, but our techniques are still poorly automated.