User experience design of malang city public service information mobile application using human-centered design method

The Human-Centered Design method is used to assist the research process in understanding users' and stakeholders' needs to meet the requirements. Apart from the parties involved in the research, this method is also used because this study aims to provide innovation for new media that are easier to use and have a good user experience for a wide range of users, in this context, the people of Malang City. One dimension, namely smart governance, is one of the cores of smart city initiatives in Malang City. The government will digitize existing services to provide information transparency to the public. The process of designing user experience begins with using context analysis, which results in identifying users and their characteristics, namely the people of Malang City. Based on the results of design solution testing, the effectiveness test gets a value of 91%, an efficiency value of 79%, and a user satisfaction value of 80% obtained using the USE questionnaire.