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The UX of Bureaucracy: Mapping User Engagement to Citizen Experiences of Administrative Burdens

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  • Schwoerer, Kayla

    (University at Albany, SUNY)

Abstract

Digitalization efforts have transformed how governments engage with citizens. While digital tools offer efficiency gains and improved access to public services, poor interface design often introduces new administrative burdens, undermines service quality, and eventually erodes public trust. This article presents a conceptual framework that bridges administrative burden theory with user engagement research from the human-computer interaction (HCI) field. Specifically, it proposes an integrated framework that maps learning, compliance, and psychological costs onto cognitive, behavioral, and affective dimensions of user engagement. This mapping reveals how intentional UX design may reduce burdens and improve equity in digital public service delivery, while also providing practical guidance for designing inclusive digital public services. In doing so, it emphasizes that interface design is not merely technical but a matter of public values and democratic legitimacy. Thus, I conclude by offering design recommendations and ethical considerations for designing and implementing digital platforms and services in the public sector.

Suggested Citation

  • Schwoerer, Kayla, 2025. "The UX of Bureaucracy: Mapping User Engagement to Citizen Experiences of Administrative Burdens," OSF Preprints zm9ne_v1, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:zm9ne_v1
    DOI: 10.31219/osf.io/zm9ne_v1
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    References listed on IDEAS

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    2. Jakob Trischler & Jessica Westman Trischler, 2022. "Design for experience – a public service design approach in the age of digitalization," Public Management Review, Taylor & Francis Journals, vol. 24(8), pages 1251-1270, August.
    3. Heather L. O'Brien & Elaine G. Toms, 2008. "What is user engagement? A conceptual framework for defining user engagement with technology," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 59(6), pages 938-955, April.
    4. Na Yeon Kim & Hyun Joon Kim & Sun Hee Kim, 2022. "Are satisfied citizens willing to participate more? An analysis of citizens’ life satisfaction in the public service domain and public participation," International Review of Public Administration, Taylor & Francis Journals, vol. 27(3), pages 211-227, July.
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