Evaluasi User Experience Aplikasi Digital Banking Jenius Menggunakan Metode User Experience Questionnaire (UEQ)
Abstract
Current technological developments are a challenge for all business sectors, including banking, to improve services to be more efficient, thus providing encouragement for banks to continue to develop. Jenius is the first pioneer of digital banking in Indonesia. Researchers saw several complaints from Jenius users, such as complaints regarding slow applications, QR scans, e-wallet top ups and transactions. This research aims to evaluate the user experience of the Jenius application. In this study, researchers used the User Experience Questionnaire (UEQ) method to measure user experience. The results of the measurements show that all UEQ measurement scales have a mean value above 0.80, which means positive evaluation results, in accordance with the mean evaluation assessment of the UEQ method. Meanwhile, benchmark results for the Jenius application compared to other applications show two scales that have above average benchmark values, namely the clarity scale and the accuracy scale. This shows that the Genius application is good enough to meet user needs, but still requires improvement on both scales.
Keywords: User experience; Digital banking; Jenius Application; User Experience Questionnaire
Abstrak
Perkembangan teknologi saat ini menjadi tantangan bagi semua sektor bisnis termasuk perbankan untuk meningkatkan layanan menjadi lebih efisien, sehingga memberi dorongan pada bank untuk terus berkembang. Jenius merupakan aplikasi pelopor pertama bank digital di Indonesia. Peneliti melihat beberapa keluhan pengguna Jenius seperti keluhan terkait lambatnya aplikasi, Scan QR, top up e-wallet, dan transaksi. Penelitian ini bertujuan untuk mengevaluasi pengalaman pengguna aplikasi Jenius. Pada penelitian ini, peneliti menggunakan metode User Experience Questionnaire (UEQ) untuk mengukur pengalaman pengguna. Hasil dari pengukuran menunjukan seluruh skala pengukuran UEQ memiliki nilai mean diatas 0.80 yang berarti hasil evaluasi positif, sesuai dengan penilaian evaluasi mean pada metode UEQ. Sedangkan, hasil benchmark aplikasi Jenius dibandingkan aplikasi lain menunjukkan dua skala yang memiliki nilai benchmark above average/diatas rata-rata yaitu skala kejelasan dan skala ketepatan. Hal ini menunjukan bahwa aplikasi Jenius sudah cukup baik dalam memenuhi kebutuhan pengguna, namun masih memerlukan perbaikan pada kedua skala tersebut.
Keywords
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