User Experience Analysis on e-Wallet Using a Combination of Heuristic Evaluation and UMUX

Abstract

Usability is the level of ease of users in using the interface on a system. Usability can be measured using expert judgment or user testing. One of the techniques in usability measurement that can be is Heuristic Evaluation (measured by the expert) and Usability Metric for User Experience or as known as UMUX (measured by user). Heuristic Evaluation is an interface evaluation process that aims to measure an interface's usability, efficiency, and effectiveness based on ten heuristic rules. Meanwhile, UMUX is a short-level instrument method or rating level used to collect quantitative user data about the usability of an application. Therefore, the combination of expert judgment and user assessment will provide rich and complementary findings. In this study, we used “CARDS” as the research object. “CARDS” is a digital card application or e-wallet used to pay bills, top-up card balances, online stores, and Payment Point Online Banks. This study aims to improve the quality of service to users of the “CARDS” application by testing the user experience. The result shows that the UMUX score is not equal to 74, so it is necessary to make improvements, with recommendations from experts by the Heuristic Evaluation method based on the lowest assessment score, namely the Consistency and Standards category.