Uma avaliação do uso de técnicas de design centrado no humano no processo de engenharia de requisitos ágil no governo digital

Abstract

Digital transformation in public administration has demanded new approaches to the development of digital services that are centered on citizens’ needs. In this context, Human-Centered Design (HCD) emerges as a set of techniques capable of supporting Requirements Engineering (RE), especially in agile processes, by promoting a deeper understanding of users and enhancing system quality. This dissertation aims to investigate the application of HCD techniques in agile RE processes within the digital government context, through a case study conducted in a federal public information technology company. The research involved an experience report, a quantitative survey with 166 professionals, and a qualitative investigation of the strengths and challenges of HCD, seeking to understand the frequency of use, perceived value, and factors that influence the adoption of techniques such as prototyping, usability testing, personas, user journey mapping, Design Thinking, UX Writing, and plain language. In addition, a focus group was conducted to validate the perceptions identified in the study. The results indicate significant adoption of prototyping and usability testing, but reveal limited use of techniques such as UX Writing and plain language. The analysis showed that the participant’s role, length of service, and accumulation of responsibilities are associated with the use of these techniques. This research provides input for training and dissemination initiatives related to HCD in the public sector, contributing to the improvement of professional practices, the quality of digital services, and the advancement of a citizen-centered digital government.