Western Cape Government (WCG) Usability Laboratory | Western Cape Government

Western Cape Government (WCG) Usability Laboratory


The Western Cape Government (WCG) Usability Laboratory is the first of its kind in the South African public sector. The lab's main objective is to improve usability on current and future online systems in the WCG.


The Usability lab was opened by the WCG Director-General, Advocate Brent Gerber in March 2013.

In the usability lab, typical users perform specific tasks on a website or system and then evaluators observe and record the interaction for analysis. The goal is to test if a website or system provides a great user experience.

The usability lab is fitted with an advanced eye tracking and human observation computer technology. Eye tracking helps one to experience a system through the eyes of your users. Evaluators can observe where users fixated on a website and assess if they observed the intended content.

The usability lab assists in improving the user experience for citizens, testing that systems are:

  • Easy to use
  • Easy to learn
  • Useful
  • Desirable and appealing
  • Accessible
  • Error-free
  • Liked by the user


The usability lab also helps to:

  • Create a positive citizen experience when using WCG websites and systems, keeping users satisfied.
  • Improve usability and user experience.
  • Improve e-Government websites and services.
  • Create consistency in WCG websites and systems.
  • Enable higher adoption of e-Government.
  • Maximise the uptake of e-Government by users with lower e-skills if e-Government websites are as easy as possible to use.


The Usability Laboratory is managed by the Directorate: e-Government for Citizens, which forms part of the Department of the Premier. The directorate also maintains and manages the WCG Portal at www.westerncape.gov.za; the WCG Intranet, the Western Cape Government Contact Centre (0860 142 142 and 9 Wale Street) and the Cape Access programme.

Location: Cape Town, South Africa
Owned / Funded by / Endorsed by: (Department of the Premier, Western Cape Government)
Facility Category: e-Government
Contact Information:
Street Address:

142 Long Street, Cape Town

The content on this page was last updated on 13 October 2014