Evaluation of User Experience in the Banjarbaru Disdukcapil Public Service Application Using User Experience Questionnaire and System Usability Scale

Abstract

Purpose: Dukcapil Banjarbaru is an online-based government agency application used for various public services. According to the complaint report from Disdukcapil Banjarbaru, several users have reported similar problems and difficulties. The application has received a rating of 3.3 stars from approximately 24.000 users on the Google Play Store. Therefore, researchers conducted a user experience analysis using the UEQ methods and a usability evaluation using the SUS methods.

Methods: This research analyzes user experience in applications using the UEQ to identify issues faced by users and evaluate usability through the System Usability Scale. The UEQ method is chosen for its efficiency and simplicity in assessing user experience within an application. The SUS method is employed because it is an effective approach for obtaining reliable statistical data and generating clear and accurate scores.

Result: The UEQ benchmark results show that the scales for Attractiveness (1.59), Efficiency (1.68), Accuracy (1.66), and Stimulation (1.54) are categorized as "Good." The scales for clarity (1.37) and novelty (0.80) are classified as "Above Average." Meanwhile, the SUS score of 65 positions the application within the "acceptable" category for the acceptability range, the "D" category on the grade scale, and the "OK" category for adjective ratings. This indicates that while the Banjarbaru Dukcapil application has good usability, it requires improvements based on the total SUS score, which reveals several critical areas with scores below the average (258.4).

Novelty: In this research, solutions for improvements are provided to Disdukcapil based on each aspect to improve the quality of the application, thereby offering better services to users.