The Impact Of UI/UX Design on User Trust and Task Completion in Civic Tech Platforms

Abstract

Civic technology (Civic Tech) aims to bridge the gap between citizens and government through digital services, yet many platforms are undermined by poor usability and a lack of accessibility, eroding public trust. This paper investigates the impact of user interface (UI) and user experience (UX) design on user trust, task completion, and digital inclusion within the context of a municipal service portal. Through a mixed-methods study involving A/B testing of two interactive prototypes—a baseline model mirroring typical government websites and an enhanced, user-centric, and accessible model—this research explores how specific design interventions influence user behavior and perception. The findings reveal statistically significant improvements in task success rates (p<.01), reduced time on task (p<.001), and higher perceived trust (p<.001) for the enhanced prototype. The results suggest that a deliberate investment in user-centric and accessible design is not merely an aesthetic choice but a crucial mechanism for improving operational efficiency, fostering a more positive citizen-state relationship, and ensuring equitable access to digital public services. This paper contributes an empirically validated conceptual model that links tangible UI/UX elements to the psychological mediators of trust and inclusion, providing a clear framework for public administrators and developers.