Designing a DFA (Department of Foreign Affairs) passport process using usability factors

Date of Publication


Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Industrial Engineering


Gokongwei College of Engineering


Industrial and Systems Engineering

Thesis Adviser

Jazmin C. Tangsoc

Defense Panel Chair

Alma Ma. Jennifer A. Gutierrez

Defense Panel Member

Ronaldo V. Polancos


With technological advances occurring in a global perspective, the Philippines also tries to improve our e-Government through setting up websites each government department. These websites disseminate information to Filipino nationwide faster and thus more convenient. The objective of the study was to improve the design of the Department of Foreign Affairs (DFA) website as well as to increase user performance while incorporating web user attitude. Through this, it aimed to determine the interaction of the web design elements (Labels, Content Organization, Page Layout) with usability performance measures (Task Time, Error Rate, Success Rate, and Satisfaction) and the significance of the relationship between web user attitude and usability performance measures. The output of the study was an alternative design for the DFA website which will address the current problems.

The tasks chosen for the usability test were: to get the passport requirements, download Philippine Passport Application Form, make an appointment, get information of foreign embassy for VISA purposes, and get FSO exam results. Since a new usability related concept was incorporated which is web user attitude, the study considered people from Luzon, Visayas, and Mindanao. Their perception towards the websites was analyzed through the Positive and Negative Affect Schedule (PANAS) Scale.

The results of the usability test with the current DFA websites showed that the web design elements contributed to a low success rate, high error rate, low satisfaction rate of SUS score, and low SUM. The PANAS result on the other hand showed a decrease in positive emotion and a significant increase in negative emotion.

There was a total of six (6) prototype websites made and tested individually by six (6) participants who were equally divided among Luzon, Visayas and Mindanao to remove bias for the web user attitude. The study utilized Morae software to record and to analyzed usability performance metrics considered in the study and Design of Experiment Software to analyze the results of the usability metrics.

After analyzing the results of the alternative designs, it was found that there were no elements significant with Task Time and Error Rate. High Setting of Labels results to higher Success Rate. Combining the High Setting of Labels with a Complex Hierarchy (Low Level) for the Content Organization yields a higher SUS Score.

Out of all the six prototype designs, Alternative design 1 which has a High Setting for Labels, Complex Hierarchy Structure Low Level), and Common grid System (Low Level), was the optimal design such that it minimized the Task Time and Error rate, and maximized the Success Rate and SUS. The PANAS yielded as well desirable values.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

xiii, 227 leaves : illustrations (some colored) ; 28 cm.

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