The role of mental workload in determining the relation between website complexity and usability: an eye-tracking study
Digital technology is now crucial for carrying out many activities and the drive for innovation in digitization has involved not only private organizations but also public administrations. However, despite a growing awareness of the importance of digitization of public services, usability issues have been addressed only recently. Terms like “Usability”, “User Experience”, and “Human-Centred Design” are surely becoming part of the vocabulary, but often they are used as empty keywords by policymakers, while there is a lack of specific research in this domain.