User Experience Analysis of Mobile Banking Applications in Indonesia Using Usability Testing and the User Experience Questionnaire (UEQ): A Case Study of Bank Syariah Indonesia

Abstract

This study aims to delve into the user experience of mobile banking applications in Indonesia using usability testing and the User Experience Questionnaire (UEQ) methods. The rapid growth of mobile banking technology requires special attention to user experience to ensure that applications are both efficient and satisfying to use. By combining these two approaches, we identify key factors influencing user experience, including user interface, navigation, and user satisfaction. The usability testing method is employed to evaluate how well mobile banking applications meet the needs and expectations of users. Users are asked to perform a series of tasks designed to cover the main features of the application, while researchers observe and record their responses, difficulties, and the time taken to complete these tasks. The results of the usability testing provide in-depth insights into specific issues users encounter while using mobile banking applications. Additionally, the User Experience Questionnaire (UEQ) is used to measure qualitative aspects of the user experience, such as satisfaction, apprehension, stimulation, and focus. This questionnaire is filled out by users after they have used the mobile banking application, providing data on their perceptions and emotions during the use of the application. The data from the UEQ is used to identify design elements that contribute positively or negatively to the user experience. The findings of this study offer a comprehensive view of the strengths and weaknesses of existing mobile banking applications in Indonesia. This information can be used by app developers to make necessary improvements and enhancements, ensuring that users have a satisfying and efficient experience when using mobile banking services. This study also contributes to increasing awareness and understanding in the development of user-oriented mobile banking applications in Indonesia.