This paper investigates the factors that affecting user satisfaction in using online information of smart government through user-centred design model. Emotion, behaviour, trust, flexibility, time consume, and ergonomic were the factors considered in this paper. They are the critical user-centred design elements that influence user satisfaction in using online information of smart government. A questionnaire was used to collect data from 323 random citizens of United Arab Emirates. The study has disregarded one factor, flexibility which was not significant in relation to the user-centred design approach. The structural model supports five of the six recommended options. The correlations have β value more than 0.1 and are significant at least at the level of 0.05, according to the path coefficient evaluation. As a result, the suggested model is verified and acknowledged. Overall, this paper helps the government and its agencies by providing framework to conduct comprehensive planning resource for user experiences when using smart government online information, as well as a comprehensive assessment methodology to guide employees and agencies in improving user experiences which lead to user satisfaction and happiness. © The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2024.