The User Interface and Experience Design Factors for One Stop Service System: A Case Study of Chiangmuan Municipal, Phayao

Abstract

The transition of local government services from paper-based procedures to digital platforms remains uneven in small and medium-sized municipalities across Thailand, where limited technical capacity and weak design discipline often produce systems with low adoption. This study examines the User Interface (UI) and User Experience (UX) design factors that determine the usability of a One Stop Service (OSS) platform deployed at Chiangmuan Municipality, Phayao Province. Two iterations of the system were evaluated under a Design Thinking framework, with Jakob Nielsen's ten usability heuristics serving as the diagnostic instrument. A structured questionnaire was administered to ten municipal officers for version 1.0 after twelve months of operational use, and to a second group of ten officers after the redesigned version 2.0 had been deployed for six months. Open-ended responses were used to triangulate the quantitative scores, and a Chi-Square test of independence was applied to evaluate whether the redesign produced a statistically significant change in satisfaction. Three heuristics were identified as the principal weak points of the initial release: match between the system and the real world, user control and freedom, and consistency and standards. After the redesign, these factors recorded mean score increases of 35 to 45 points on a ten-officer scale, and the Chi-Square statistic of 1.666 with one degree of freedom supported the alternative hypothesis at the 0.05 significance level for the one-tail test. Unlike prior heuristic studies on government portals, which treat the inspection as a single diagnostic snapshot and report descriptive frequencies only, this work applies the heuristics iteratively across two production releases and attaches an inferential test to the satisfaction shift. The findings indicate that targeted heuristic-driven redesign produces measurable improvements in officer satisfaction and reduces operational error in a real sub-district municipal setting.