Assessing User Experience and Usability in the OVO Application: Utilizing the User Experience Questionnaire and System Usability Scale for Evaluation

  • Ali Ibrahim Universitas Sriwijaya
  • Onkky Alexander Universitas Sriwijaya
  • Ken Ditha Tania Universitas Sriwijaya
  • Pacu Putra Universitas Sriwijaya
  • Allsela Meiriza Universitas Sriwijaya
Keywords: digital wallet, user experience, usability, user experience questionnaire, system usability scale


The OVO application, despite having a large user base in Indonesia, has received low ratings compared to other digital wallet apps on the Google Play Store and App Store. Users frequently complain about the user experience, which greatly affects their overall satisfaction. This study evaluates the user experience and usability of the OVO application using the User Experience Questionnaire (UEQ) and System Usability Scale (SUS). The UEQ results show that efficiency is excellent (1.55), while attractiveness, perspicuity, dependability, and stimulation are above average (1.56, 1.67, 1.33, and 1.16, respectively). However, the novelty aspect falls below average (0.64), indicating a need for improvement. The SUS score is 77.53, classifying the application as "Acceptable" with a "C" grade and an overall "Good" rating. Addressing identified shortcomings can enhance user experience and usability, ultimately improving user satisfaction. This study contributes valuable empirical data to the field, offering insights for researchers and practitioners in assessing the user experience and usability of mobile applications.


Download data is not yet available.


K. Khando, M. S. Islam, and S. Gao, “The Emerging Technologies of Digital Payments and Associated Challenges: A Systematic Literature Review,” Futur. Internet, vol. 15, no. 1, 2023, doi: 10.3390/fi15010021.

A. F. Fainusa, R. Nurcahyo, and M. Dachyar, “Conceptual Framework for Digital Wallet User Satisfaction,” ICETAS 2019 - 2019 6th IEEE Int. Conf. Eng. Technol. Appl. Sci., pp. 1–4, 2019, doi: 10.1109/ICETAS48360.2019.9117285.

W. Rachbini, T. Evi, I. S. Pramesworo, and E. Rahmawati, “Effect of E-Wallet Experience on E-Satisfaction and E-Word of Mouth (Study on E-Wallet Applications in Indonesia),” Cent. Eur. Manag. J., vol. 30, pp. 302–316, 2022, doi: 10.57030/23364890.cemj.30.4.25.

S. N. Shetu, M. M. Islam, and S. I. Promi, “An Empirical Investigation of the Continued Usage Intention of Digital Wallets: The Moderating Role of Perceived Technological Innovativeness,” Futur. Bus. J., vol. 8, no. 1, p. 43, 2022, doi: 10.1186/s43093-022-00158-0.

N. Setiyawati and D. H. Bangkalang, “The Comparison of Evaluation on User Experience and Usability of Mobile Banking Applications Using User Experience Questionnaire and System Usability Scale,” Proceedings, vol. 82, p. 87, 2022, doi: 10.3390/proceedings2022082087.

B. Foster, R. Hurriyati, and M. D. Johansyah, “The Effect of Product Knowledge, Perceived Benefits, and Perceptions of Risk on Indonesian Student Decisions to Use E-Wallets for Warunk Upnormal,” Sustain., vol. 14, no. 11, 2022, doi: 10.3390/su14116475.

H. C. Prakoso, M. Iqbal, and A. Kurniawati, “Usability Evaluation OVO Electronic Wallet Application Using Usability Testing and Usefulness , Satisfaction , Ease Of Use Questionnaire,” vol. 8, no. 10, pp. 1–6, 2020, doi:

G. E. Saputra, Rakhmi Khalida, and Ratu Nurmalika, “Evaluation of User Experience TLX Training Gate for Competitive Programming Learning Using User Experience Questionnaire and System Usability Scale,” Int. J. Sci. Technol., vol. 1, no. 2, pp. 30–37, 2022, doi: 10.56127/ijst.v1i2.142.

B. Laugwitz, T. Held, and M. Schrepp, “Construction and Evaluation of a User Experience Questionnaire,” HCI Usability Educ. Work, vol. 5298, pp. 63–76, 2008, doi: 10.1007/978-3-540-89350-9_6.

H. B. Santoso, M. Schrepp, R. Yugo Kartono Isal, A. Y. Utomo, and B. Priyogi, “Measuring user experience of the student-centered E-learning environment,” J. Educ. Online, vol. 13, no. 1, pp. 1–79, 2016.

J. Brooke, “SUS: A ‘Quick and Dirty’ Usability Scale,” Usability Eval. Ind., no. November 1995, pp. 207–212, 2020, doi: 10.1201/9781498710411-35.

Z. Sharfina and H. B. Santoso, “An Indonesian Adaptation of the System Usability Scale (SUS),” 2016 Int. Conf. Adv. Comput. Sci. Inf. Syst. ICACSIS 2016, pp. 145–148, 2017, doi: 10.1109/ICACSIS.2016.7872776.

I. M. A. O. Gunawan, G. Indrawan, and Sariyasa, “User experience evaluation of academic progress information systems using retrospective think aloud and user experience questionnaire,” J. Phys. Conf. Ser., vol. 1810, no. 1, 2021, doi: 10.1088/1742-6596/1810/1/012015.

J. Brooke, “SUS: A ‘Quick and Dirty’ Usability Scale,” Usability Eval. Ind., pp. 207–212, 2020, doi: 10.1201/9781498710411-35.

W. H. Cheah, N. Mat Jusoh, M. M. T. Aung, A. Ab Ghani, and H. Mohd Amin Rebuan, “Mobile Technology in Medicine: Development and Validation of an Adapted System Usability Scale (SUS) Questionnaire and Modified Technology Acceptance Model (TAM) to Evaluate User Experience and Acceptability of a Mobile Application in MRI Safety Screening,” Indian J. Radiol. Imaging, vol. 33, no. 1, pp. 36–45, 2023, doi: 10.1055/s-0042-1758198.

R. T. Andi and M. M. Ali, “Analysis of the Influence of Lifestyle on Purchasing Decision for Samsung Smartphone Products in Jakarta,” Eur. J. Bus. Manag. Res., vol. 4, no. 4, 2019, doi: 10.24018/ejbmr.2019.4.4.72.

A. Hinderks, M. Schrepp, F. J. Domínguez Mayo, M. J. Escalona, and J. Thomaschewski, “Developing a UX KPI based on the user experience questionnaire,” Comput. Stand. Interfaces, vol. 65, no. July, pp. 38–44, 2019, doi: 10.1016/j.csi.2019.01.007.

M. Schrepp, “A Comparison of SUS , UMUX-LITE , and UEQ-S,” J. User Exp., vol. 18, no. 2, pp. 86–104, 2023.

M. Schrepp, “User Experience Questionnaire Handbook Version 8,” URL https//www. Res. net/publication/303880829_User_Experience_Questionnaire_Handbook_Version_2.(Accessed 02.02. 2017), pp. 1–15, 2019, [Online]. Available:

John Brooke Independent, “SUS: A Retrospective,” Physiologist, vol. 8, no. 2, pp. 29–40, 2013.

How to Cite
Ali Ibrahim, Onkky Alexander, Ken Ditha Tania, Pacu Putra, & Allsela Meiriza. (2023). Assessing User Experience and Usability in the OVO Application: Utilizing the User Experience Questionnaire and System Usability Scale for Evaluation. Jurnal RESTI (Rekayasa Sistem Dan Teknologi Informasi), 7(4), 953 - 963.
Information Systems Engineering Articles