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

Ali Ibrahim; Onkky Alexander; Ken Ditha Tania; Pacu Putra; Allsela Meiriza

doi:10.29207/resti.v7i4.5137

Ali Ibrahim Universitas Sriwijaya
Onkky Alexander Universitas Sriwijaya
Ken Ditha Tania Universitas Sriwijaya
Pacu Putra Universitas Sriwijaya
Allsela Meiriza Universitas Sriwijaya

DOI: https://doi.org/10.29207/resti.v7i4.5137

Keywords: digital wallet, user experience, usability, user experience questionnaire, system usability scale

Abstract

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.

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