Awareness of citizen and businesses expectations when interacting with the public sector through eGovernment services may facilitate the interaction between public administrations and users. These expectations are related to usability goals, user characteristics, tasks and workflow of the service.
Articulating these expectations requires service designers not only to analyze and envision the way the service will be used by citizens and businesses, but also to validate their assumptions. Emerging methodologies and tools for co-creation in general, and particularly for co-creation of services, give support to this action; these methodologies should consider different groups within society, not only majority ones, but also minority or socially-excluded ones, e.g., migrants, elderly, people with disabilities, and computer illiterate. This implies the provision of co-creation spaces and the emergence of job positions needed for them.