User Satisfaction Analysis of Instant Transcription Application Using the System Usability Scale (SUS) Method: A Case Study on Teenaged and Adult Deaf Users

Abstract

Deaf individuals experience verbal/oral communication barriers, both expressively (speaking) and receptively (understanding other people's speech). More than 100 million individuals currently use the Instant Transcription App as an assistive technology to overcome the communication barriers of deaf individuals. The Instant Transcription application is classified as an assistive technology that deaf individuals widely use, but it is still rarely studied. Therefore it is necessary to measure the usability aspect analysis using SUS (System Usability Scale). Based on the results of processing the satisfaction score using SUS, the final result is an average value of the SUS score of 65, which means that the satisfaction level of users of the Instant Transcription Application is at the High Marginal acceptance level. The level of satisfaction of users of the Instant Transcription Application already has sufficient in terms of the satisfaction felt by deaf users aged teenagers to adults. Still, it needs to be increased because the average score of 65 is still on the grade scale category “D.”