AN IMPLEMENTATION OF THE INFORMATIONAL KIOSK FOR INCREASING E-GOVERNMENT ADOPTION AND BRIDGING THE DIGITAL DIVIDE

Diplomska naloga vzpostavi model informacijskega kioska, ki bi zajemal dobre prakse uspešnih projektov kioskov iz tujine, s katerim bi lahko okrepili ali olajšali povezavo med državljanom in e-upravo v Sloveniji. Skozi predstavitev koncepta kioska se trudi dokazati, da je enostavnost uporabe povezana z dobro zastavljeno uporabniško izkušnjo, ki je intuitivna in ki vodi k hitri rešitvi uporabnikovega problema. Kiosk je predstavljen kot enostavna naprava, ki bi uporabniku omogočala, da sam opravi željeno storitev, medtem ko ga naprava vodi skozi postopek s ciljem, da se le-tega izvede pravilno in čim hitreje. Cilj diplomskega dela je sestaviti konceptni model modernega informacijskega kioska. Za dosego le-tega so pregledane in analizirane dobre prakse uspešnih projektov iz tujine. Rezultati sinteze so, skupaj s priporočili o sestavnih delih, pravilih za pripravo ustrezne uporabniške izkušnje ter zasnovo delovnih tokov, vključeni v konceptni načrt, ki predstavlja optimalno rešitev za slovenske potrebe. Diplomsko delo argumentira, da bi tako zastavljeni kioski bili uporabniku enostavni in prijazni, lažje razumljivi in bi uporabnika sami vodili skozi ustrezne procese. Zaradi svoje enostavnosti bi se tako lahko hitro povečala ciljna množica uporabnikov, kar bi botrovalo k večjemu zanimanju in posledično uporabi elektronske uprave ter s tem zmanjšalo tudi digitalno ločnico. Med pisanjem diplomskega dela sem ugotovila, da čeprav živimo v dobi skoraj stoodstotne povezanosti z internetom, koncept informacijskega kioska še vedno najde svoje mesto pri uporabnikih iz ruralnih območij in starejših generacij, kjer je digitalni razkorak najbolj izrazit.The thesis sets the model for implementing an informational kiosk which would encompass the best practises of successful foreign kiosk projects, with which we could strengthen or alleviate the connection between the citizen and e-government in Slovenia. Through the presentation of the kiosk concept the thesis tries to prove that the ease of use is connected to a well-designed user experience, which is intuitive and leads to a swift solution of the user\u27s problem. The kiosk is described as a simple device which lets the user use the available services by themself while leading them through the process with the final goal of doing it correctly and quickly. The goal of the thesis is to assemble a conceptual model of a modern informational kiosk. To reach that goal, foreign projects were researched and analysed in order to collect their best practises. The results of the synthesis, along with the recommendations for the components, user experience design guidelines and user workflows are included in the plan, which would represent the optimal solution for the needs of the Slovene e-government. The thesis defends the fact that the presented kiosk would be user friendly, easier to understand and would guide the user through the propper process. Because of its user friendliness, it could quickly increase the end-user base and the use of e-government services, which would in-effect decrease the digital divide. While working on the thesis, I came to the conclusion that even though we live in the age of almost 100 percent internet connectivity, the informational kiosk can still find its place with users in the rural areas and with the elderly where the digital divide is most prominent