Facilitadores ou barreiras? Usabilidade dos assistentes virtuais do gov.br entre moradores da comunidade Lagoa Grande (Russas–CE)

Abstract

The intensification of the digitalization of public services in Brazil, driven by digital government policies and the consolidation of the gov.br platform, aims to expand the population's access to essential services in a more agile and efficient way. In this context, virtual assistants have come to play a central role in automated citizen service, such as the virtual assistant Helô, integrated into the Meu INSS application. Despite these advances, challenges related to usability and accessibility persist, especially among populations in situations of digital vulnerability, such as the elderly, people with low levels of education, and residents of rural areas. Therefore, this study aimed to evaluate whether the virtual assistants of gov.br act as facilitators or barriers to access to public services, based on an analysis of the usability of the virtual assistant Helô among residents of the rural community of Lagoa Grande, located in the municipality of Russas–CE. The methodology adopted is characterized as qualitative and quantitative research, of an exploratory and descriptive nature. Data collection was carried out through task-based usability tests, semi-structured interviews, and application of the System Usability Scale (SUS), adapted for oral administration. Fifteen elderly individuals, aged between 55 and 70 years, participated in the study, most with low levels of education and little familiarity with digital technologies. The results revealed recurring difficulties in locating the virtual assistant, navigating the application menus, and resolving issues without external assistance, as well as high levels of hesitation, errors, and abandonment. The interviews revealed feelings of insecurity and frustration during the use of the virtual assistant, frequently described as "complicated." It is concluded that the virtual assistant Helô tends to act more as a barrier than as a facilitator for users in situations of digital vulnerability.