Analyzing Usability of Mobile Banking Applications in Pakistan

Usability is a key factor in the quality of the product, which includes ease of use, user satisfaction and the ability of the user to quickly understand the product without practice. As smartphone usage increases, most organizations have shifted their services to mobile applications, such as m-banking. Most of the people uses banking services but hesitate to use m-banking due to complex interfaces. Usability researchers concentrate on the value of design simplicity so that users can perform a particular task with satisfaction, efficiency, and effectiveness. If a mobile app lacks one of these usability features, users may get confused while using the app. This research examines the key usability issues in existing m-banking after checking the usability satisfaction level through System Usability Scale. To compare and highlight a number of usability issues, the researcher used two types of usability evaluation method 'User Testing' and 'Heuristic Evaluation'. In heuristic evaluation expert users used two M-banking apps i.e. Bank of Punjab (BOP) and MCB Islamic Bank (MIB) to evaluate them against Neilson 10 heuristics and extract the usability issues in apps. The user testing is then performed by novice users which includes tasks (translated from extracted problems by heuristic evaluation). After completion on whole testing users filled the post-test SUS’s questionnaire. The result shows that the overall success rate of the tasks was 83%, SUS score was 77 and overall relative time-based efficiency very 54.2%. The expert evaluators found 83% minor errors and 17% major errors. The finding of this paper shows usability problems and recommendations are provided to increase the usability of mobile banking applications at the end of this paper.

Evaluation of User Experience Information Systems Using Heuristic Evaluation (Case Study of STMIK Amik Riau Student Portal)

The academic information system is an important system to supports lecture activities. Is used by almost all elements in the university, both students, lecturers, staff and leaders. This research uses Heuristic Evaluation as an inference method to assess the components of learnability, efficiency, memorability, errors, and satisfaction. for various cases, such as designing academic and corporate websites with reference to these problems, it is necessary to evaluate the usability of STMIK Amik Riau information system. STMIK Amik Riau implements an integrated information system to support fast and real-time information management processes of STMIK Amik Riau information system includes various services such as E-KRS, E-KTM, E-EDOM, and other information. The aim is to identify problems related to the usability of the website. The data collection method in this research was carried out using questionnaire, containing a list of questions distributed via google form to respondents, its about 100 students of STMIK Amik Riau. Based on the analysis conducted using the Heuristic Evaluation method, the evaluation results of STMIK Amik Riau web portal have met the usability criteria with an average of 78.71915% where P > 60% and provides user satisfaction in accessing STMIK Amik Riau web portal. STMIK Amik Riau's web interface design is quite good. These results are based on the results of Likert scale score which states that the respondents agree.

Playability Evaluation using the Heuristic Evaluation of Playability Method in Warcraft 3 Reforged

Game is a digital activity that is very popular in the modern era, both among young and old. One game that is very popular with E-sports competition is Warcraft 3. However, in 2020 it immediately fell because Blizzard company has released a new version of those games which is called warcraft 3 reforged. The purpose of this study was to find out the reason this could happen by using the heuristic evaluation of playability method. With this method, you can find the scale of the problem in a game that will be released. The data used for this study uses the player persona as the source of the assessment that will be carried out in this game. The player persona is created by providing 10 respondents who will be required to perform and assess each task given according to the scenario codes. The benefits of this research can be used to analyse the readiness of games to be released to the market and to find out customer tastes in RTS (Real Time Strategy) type games. This assessment is based on the mean rating which will later be categorized as the level of problem in the running of the game. The results of this study indicate that the mean rating in this game is 2.91 or can be referred to as the Major Usability Problem with the highest value of percentage with the highest problem category found in the game usability with a percentage value of 41.7%.

Interaction Preference Differences between Elderly and Younger Exergame Users

Existing motion capture technology can efficiently track whole-body motion and be applied to many areas of the body. This whole-body interaction design has gained the attention of many researchers. However, few scholars have studied its suitability for elderly users. We were interested in exercise-based whole-body interactive games, which can provide mental and physical exercise for elderly users. We used heuristic evaluation to measure participants’ actions during exergame tasks and analyzed preference differences between elderly and younger users through the distribution of actions in four dimensions. We found that age affected the actions performed by users in exergame tasks. We discuss the mental model of elderly users during the process of performing these tasks and put forward some suggestions for interactive actions. This model and these suggestions theoretically have guiding significance for the research and application of exergame design for elderly users and may help designers develop more effective exergames or other whole-body interaction interfaces suitable for elderly users.

Usability of Telemedicine Mobile Applications during COVID-19 in Saudi Arabia: A Heuristic Evaluation of Patient User Interfaces

The coronavirus disease 2019 (COVID-19) pandemic has impacted the use of telemedicine application (apps), which has seen an uprise. This study evaluated the usability of the user interface design of telemedicine apps deployed during the COVID-19 pandemic in Saudi Arabia. It also explored changes to the apps’ usability based on the pandemic timeline. Methods: We screened ten mHealth apps published by the National Digital Transformation Unit and selected three telemedicine apps: (1) governmental “Seha”® pp, (2) stand-alone “Cura”® app, and (3) private “Dr. Sulaiman Alhabib”®app. We conducted the evaluations in April 2020 and in June 2021 by identifying positive app features, using Nielsen’s ten usability heuristics with a five-point severity rating scale, and documenting redesign recommendations. Results: We identified 54 user interface usability issues during both evaluation periods: 18 issues in “Seha” 14 issues in “Cura”, and 22 issues in “Dr. Sulaiman Alhabib”. The two most heuristic items violated in “Seha”, were “user control and freedom” and “recognition rather than recall”. In “Cura”, the three most heuristic items violated were “consistency and adherence to standards”, “esthetic and minimalist design”, and “help and documentation” In “Dr. Sulaiman Alhabib” the most heuristic item violated was “error prevention”. Ten out of the thirty usability issues identified from our first evaluation were no longer identified during our second evaluation. Conclusions: our findings indicate that all three apps have a room for improving their user interface designs to improve the overall user experience and to ensure the continuity of these services beyond the pandemic.

EVALUASI DESAIN ANTARMUKA APLIKASI BPJSTKU MENGGUNAKAN HEURISTIC EVALUATION

BPJS Ketenagakerjaan adalah program jaminan sosial yang memberikan fasilitas layanan kepesertaan bagi tenaga kerja ataupun perusahaan (pemberi kerja). Salah satu program BPJS Ketenagakerjaan yang wajib diikuti ialah program Jaminan Hari Tua (JHT). Untuk mengetahui berapa saldo yang kita dapatkan setiap tahunnya, kita bisa mengetahui nya melalui sebuah aplikasi mobile untuk jaminan Hari Tua (JHT) yaitu aplikasi BPJSTKU. Aplikasi BPJSTKu merupakan aplikasi mobile untuk memberikan pelayanan bagi peserta yang dikhususkan pada tenaga kerja untuk mendapatkan informasi mengenai Saldo Jaminan Hari Tua (JHT) beserta rincian dari Saldo Jaminan Hari Tua (JHT) tahunan. Selain itu aplikasi tersebut menyediakan informasi mengenai data perserta BPJSTKU, simulasi Saldo Jaminan Hari Tua (JHT) juga menyediakan Formulir pengajuan Klaim pengambilan JHT secara online. Tujuan dibuatnya penelitian ini untuk mengetahui kepuasan atau kekecewaan dari pengguna aplikasi BPJSTKU ini, karena kepuasan pengguna itu merupakan salah satu faktor untuk menentukan tingkat usability sebuah aplikasi. Untuk menemukan masalah usability pada desain aplikasi BPJSTKU, penelitian ini dibuat dengan menggunakan metode evaluasi Heuristic. Jenis penelitian menggunakan metode kuantitatif karena mengukur kepuasan pengguna dengan Tingkat severity ratings pada masalah usability yang ditentukan dengan skala 0 sampai 4. Lokasi penelitian dilakukan di Karawang dengan sampel staf STMIK Rosma yang menggunakan Aplikasi BPJSTKU. Dari hasil pengukuran evaluasi heuristic menunjukkan kategori minor usability problem, perbaikan masalah ini diberikan prioritas yang rendah dengan nilai rata-rata 1.88 atau skala 2. Kata Kunci : Evaluasi Heuristic, Desain Antarmuka, BPJSTKU BPJS Employment is a social security program that provides membership service facilities for workers or companies (employers). One of the BPJS Employment programs that must be followed is the Old Age Security (JHT) program. To find out how much balance we get each year, we can find out through a mobile application for Old Age Security (JHT), namely the BPJSTKU application. The BPJSTKu application is a mobile application to provide services for participants devoted to the workforce to obtain information about the Old Age Security Balance (JHT) along with details of the annual Old Age Security Balance (JHT). In addition, the application provides information on BPJSTKU participant data, Simulation of Old Age Security Balance (JHT) also provides an online claim form for taking JHT. The purpose of this research is to find out the satisfaction or disappointment of the users of this BPJSTKU application, because user satisfaction is one of the factors to determine the usability level of an application. To find usability problems in the BPJSTKU application design, this study was made using the Heuristic evaluation method. This type of research uses quantitative methods because it measures user satisfaction with severity ratings on usability problems which are determined on a scale of 0 to 4. The research location was conducted in Karawang with a sample of STMIK Rosma staff who used the BPJSTKU application. From the results of the heuristic evaluation measurement, it shows the category of minor usability problems, repairing this problem is given a low priority with an average value of 1.88 or a scale of 2. Keywords: Heuristic Evaluation, Interface Design, BPJSTKU

COMPARISON OF HEURISTIC EVALUATION AND COGNITIVE WALKTHROUGH METHODS IN DOING USABILITY EVALUATION OF MOBILE-BASED DEL EGOV CENTRE HOSPITAL INFORMATION SYSTEM

Usability is a factor that indicates the success of an interactive product or system, such as a mobile application. The increasing use of smartphones demands a more accurate and effective usability evaluation method to find usability problems, so that they can be used for product improvement in the development process. This study compares the Cognitive Walkthrough method with Heuristic Evaluation in evaluating the usability of the SIRS Del eGov Center mobile application. Evaluation with these two methods will be carried out by three evaluators who act as experts. Finding problems and recommending improvements from each method will produce an improvement prototype made in the form of a high-fidelity prototype. Each prototype will be tested against ten participants using the Usability Testing method, which will generate scores through the SUS table. From the test scores, the percentage of Likert scale and the success rate of each prototype will be found. The results show that between the two usability evaluation methods, the Heuristic Evaluation method is the more effective method, finds more usability problems, and has a higher Likert scale percentage, which is 66.5%, while Cognitive Walkthrough is 64.75%.