Analisis User Experience terhadap Layanan Mobile Banking: Studi Kasus pada Aplikasi JakOne Mobile PT Bank DKI

Abstract

JakOne Mobile merupakan inovasi PT Bank DKI untuk memenuhi kebutuhan transaksi masyarakat. Berdasarkan hasil ulasan di Playstore ditemukan banyak review negatif dari penggunanya dan terdapat gap yang menunjukkan bahwa peningkatan jumlah pengguna justru menurunkan rating aplikasi. Tujuan penelitian ini adalah mengidentifikasi dan menganalisis user experience dan indikator prioritas yang harus diperbaiki dari JakOne Mobile. Penelitian ini menggabungkan metode HEART Metrics dan Importance Performance Analysis (IPA), sehingga dapat menganalisis aplikasi dari sudut pandang kepuasan pengalaman pengguna yang meliputi happiness, engagement, adoption, retention, dan task success serta dapat mengetahui indikator apa saja yang menjadi prioritas untuk diperbaiki. Berdasarkan hasil penelitian, ditemukan bahwa tingkat penilaian user experience menggunakan skala HEART berada dalam ketegori kurang baik dan terdapat sebelas item yang menunjukkan perlunya perbaikan. Dalam hal ini, faktor yang dianggap paling penting dan perlu mendapatkan perbaikan segera adalah happiness, retention dan task success.

JakOne Mobile is an innovation of PT Bank DKI to meet community transaction needs. Based on the results of reviews on Playstore, it was found that there were many negative reviews from users and there was a gap which showed that an increase in the number of users actually reduced the application rating. The aim of this research is to identify and analyze user experience and priority indicators that must be improved from JakOne Mobile. This research combines the HEART Metrics and Importance Performance Analysis (IPA) methods, so that can analyze applications from the perspective of user experience satisfaction which includes happiness, engagement, adoption, retention, and task success and can find out what indicators priorities for improvement. Based on the research results, it was found that the level of user experience using the HEART scale was in the poor category and there were eleven items that indicated the need for improvement. In this case, the factors that are considered the most important and need immediate improvement are happiness, retention and task success.