Winda Elvira, -
(2024)
USER EXPERIENCE OF ONE-STOP ADMINISTRATION SERVICES APPLICATION USING UEQ AND USABILITY TESTING.
9th International Conference on Advances in Technology and Computing (ICATC) 2024.
(Submitted)
Abstract
One-stop Administration Services Office is an Indonesian government service for managing motor vehicle documents. In August 2021, this integrated service, involving three institutions in Indonesia—namely the Indonesian National Police, the Regional Revenue Office, and PT Jasa Raharja— enhanced its services by launching the National Digital Samsat Application (SIGNAL) under the Indonesian National Police's program. However, the application has received numerous user complaints, necessitating an analysis of the factors contributing to these issues. This study aims to analyze these factors from the perspectives of user experience and application usability. The analysis was conducted using the User Experience Questionnaire (UEQ) and Usability Testing. The Usability Testing results indicate that the SIGNAL application achieved a success rate of 93% and an error rate of 0.13 in terms of effectiveness. In the efficiency aspect, task completion time was recorded at 0.00006 goals/second, while in satisfaction, a score of 55.8 places the application in the "marginally acceptable" category for users. The UEQ evaluation demonstrates a positive user experience with average scores exceeding 0.8. The SIGNAL application received a "Good" rating on the Stimulation scale and an "Above Average" rating on the Attractiveness, Perspicuity, Efficiency, Dependability, and Novelty scales. Overall, the evaluation indicates that the usability of the SIGNAL application is reasonably good and provides a positive user experience, although improvements are still needed in certain aspects.
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