DESIGN PARA PRIVACIDADE: UMA EXPERIÊNCIA MELHORADA PARA O CIDADÃO NOS SERVIÇOS DO GOVERNO DIGITAL

Abstract

Digital personal data, collected from citizen-users of public services, is contributing to the quality of public services provided online. In this context, the threats to privacy have become even more real, reverberating in guidelines such as the Brazilian General Personal Data Protection Law, the LGPD. However, the way in which the privacy policies and terms of consent determined by the LGPD are presented to citizens is complex, compromising the usability of the interfaces that expose them to citizens. Thus, from a design perspective, the main objective is to point out more user-friendly and citizen-centered guidelines for guaranteeing privacy and protecting personal data in digital government. This research is justified by the importance of egov for the exercise of individual citizenship, its use being a form of digital inclusion and public innovation. The research was carried out in four stages. In the first stage, bibliographical and documentary research was carried out in order to build up a framework to substantiate the justification for the research. The second stage involved qualitative research with a phenomenological approach. The instrument used to collect data in this phase was sketch interviews - interviews accompanied by a mind map. In the third stage, quantitative research was carried out using a field survey. The data was collected using questionnaires. The fourth and final stage of the research consisted of obtaining the results from the analysis and interpretation of the data via qualitative data coding and descriptive statistics. As a result, the research proposed a broad guideline, the implementation of education and a culture of digital data privacy protection. More specific guidelines relating to the user experience were also pointed out, such as a shortened version of the documents, privacy identifiers, ethical, committed and user-centered design. As next steps, more critical and targeted research is recommended, as well as the implementation of the guidelines pointed out and their validation with stakeholders. Another recommended outcome is the need for future research involving local initiatives to accompany their own development. Finally, it is hoped that this research, in addition to making a scientific contribution to the field of design, due to its interdisciplinary bias, can cooperate with citizens who use digital government services so that their right to privacy is ensured and guaranteed.