Evaluating User Experience on the Online Passport Application Portal in Nigeria

The Nigeria Immigration Service (NIS) online passport application portal represents 
a significant step in Nigeria’s digital transformation of public service delivery. 
Launched in early 2024, the portal aims to automate passport applications, reduce 
corruption, and enhance accessibility for citizens domestically and abroad. This 
study evaluates user experience (UX) through a mixed-methods approach, including 
heuristic inspection, task-based usability testing, System Usability Scale (SUS) 
assessment, and semi-structured interviews. Evidence from official NIS 
documentation, user feedback, social media analysis, and international partner 
systems (e.g., MIDAS) informs the assessment. Findings highlight usability strengths 
such as clear application flows and payment integration, alongside challenges 
including technical glitches, accessibility barriers, and misinformation. 
Recommendations target front-end improvements, mobile optimization, resilient 
payment systems, and clear policy communication, contributing actionable insights 
for both NIS operations and academic research on e-government usability in 
developing contexts.