Search and you shall find… or? – Findability on e-government websites : A study of users' behaviors and experiences on a municipal website

Findability is crucial for usability and user experience of websites. E-government websites, such as those of municipalities, regions, and other government agencies, often contain vast amounts of information and services, putting findability to the test. This study aims to investigate findability on a combined regional and municipal website through a case study, identifying the components of information architecture, navigation methods, and features that have the greatest impact on the website's findability. The study employs a mixed-methods approach, analyzing log data on website visit statistics and conducting a secondary analysis on a survey on user experience. The results reveal that organizing content from the users' perspective, accurate labeling, and improving internal search capabilities are some of the prioritized areas for enhancing findability. Additionally, the study demonstrates that commonly accepted measures of findability on commercial websites, such as bounce rates and visit duration, may not be directly applicable to e-government website