The mandated use of e-government services on processing essential transactions presents challenges for users in navigating these platforms. These challenges are due to the current interface design that fails to accommodate the users specific needs. The aim of this study was to assess whether users perceived the e-government websites as effectively meeting the established design criteria. Using random sampling, this study composed of male and female participants (n = 221) residing in Luzon, Philippines, who have accessed and used e-government websites due to necessary and mandated procedures to obtain government records. An adapted survey questionnaire was employed to gather data, correlating participants’ demographics, internet usage, and personal factors with the challenges they encountered while using e-government services. Findings revealed that all types of users have difficulties and challenges in using e-government services linked to internet use, personal factors, and others. Furthermore, the researchers proposed evidence-based model interaction design recommendations to increase accessibility and usability of e-government services.