Measuring User Experience Using Cognitive Walkthrough in the JKN Mobile Applicatio
Abstract
The JKN mobile application is an application owned by BPJS Kesehatan, through this application participants can get primary and tertiary health services. Based on a preliminary study of 30 BPJS Kesehatan participants in Makassar City, it is known that 37% of users do not know about the JKN mobile application, 33% of users prefer to come directly to the nearest BPJS Kesehatan service office and 30% of users have difficulty using the JKN mobile application. The lack of participants using the JKN mobile application has an impact on the tight queues for services at the BPJS Kesehatan office and at health facilities. Thus, this study aims to test the reusability of the JKN mobile application by using a cognitive walkthrough and an analysis of the level of user experience using the User Experience Questionnaire (UEQ). Measurement of usability with cognitive walkthrough showed that the average respondent completed all tasks in 312.4 seconds. The success rate of completing the task was achieved 100% by 40% of respondents and the task that was completed correctly by the respondent was 29%. The measurement of user experience with UEQ is 1.26 based on the positive impression given by the JKN mobile application after being used by respondents. The different test results were obtained from the non-parametric statistical t test, which showed that there was no difference in the usability assessment and the JKN mobile user experience. The overall user experience is above average, so there is still a need to improve the JKN mobile interface.
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References
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Anam, C., 1976, Types of statistical tests for analysis of research results. Periodic physics, Vol. 23, No. 4, pp. 115-117.
Annisa, N., Pradana, DS & Suharso, W., 2020. Evaluation of the National Health Insurance (JKN) Mobile Application in Malang City in terms of Usability Aspects. Journal of the Repositor, Vol. 2, No. 12.
Ardyani, SA, 2020. User Experience Analysis and My Permata Wisata Website Redesign Using the Cognitive Walkthrough Method. Gymnastics, Vol. 1, No. 1, pp.478-490.
Biduski, D., Bellei, EA, Rodriguez, JPM, Zaina, LAM and De Marchi, ACB, 2020. Assessing long-term user experience on a mobile health application through an in-app embedded conversation-based questionnaire. Computers in Human Behavior, Vol. 104, p. 106 169.
Boletsis, C., 2020, September. A User Experience Questionnaire for VR Locomotion: Formulation and Preliminary Evaluation. In International Conference on Augmented Reality, Virtual Reality and Computer Graphics, pp. 157-167.
DeForte, S., Sezgin, E., Huefner, J., Lucius, S., Luna, J., Satyapriya, AA & Malhotra, P., 2020. Usability of a Mobile App for Improving Literacy in Children With Hearing Impairment: Focus Group Study. JMIR Human Factors, Vol. 7, No. 2, p.e16310.
Dewi, PWS, Dantes, GR & Indrawan, G., 2020, April. User experience evaluation of e-report application using cognitive walkthrough (cw), heuristic evaluation (he) and user experience questionnaire (ueq). Journal of Physics: Conference Series, Vol. 1516, No. 1, p. 012024
Haryanti, SC, Rachmawati, UA, Suherlan, E., Azahra, N., Utari, SS & Suhartanto, H., 2020, January. Link Bandwidth Recommendation for Indonesian E-Health Grid. International Conference on Soft Computing and Data Mining, pp. 77-87.
Handayani, PW, Meigasari, DA, Pinem, AA, Hidayanto, AN & Ayuningtyas, D., 2018. Critical success factors for mobile health implementation in Indonesia. Heliyon, Vol. 4, No. 11, p.e00981.
Hermansyah, A., Wulandari, L., Kristina, SA & Meilianti, S., 2020. Primary health care policy and vision for community pharmacy and pharmacists in Indonesia. Pharmacy Practice (Granada), Vol. 18, No. 3.
Heshmati, a., Moftian, N., Rezaei-Hachesu, P. & Samad-Soltani, T., 2020. Simple and Efficient Measurement of the User Experience in Health Information Systems: A Persian Version. Iranian Journal of Public Health, Vol. 50, No. 1, pp. 217-218.
Hinderks, A., Domínguez-Mayo, FJ, Meiners, AL and Thomaschewski, J., 2020. Applying Importance-Performance Analysis (IPA) to Interpret the Results of the User Experience Questionnaire (UEQ). Journal of Web Engineering, pp. 243-266.
Ichsani, F. & Hartono, S., 2020. Analysis of satisfaction of national health insurance jkn participants through quality of mobile services and confidence mediated by decision to choose mobile jkn service on bpjs Kesehatan of Pekanbaru. Dinasti International Journal of Education Management And Social Science, Vol. 1, No. 3, pp.262-269.
Kao, HY, Wei, CW, Yu, MC, Liang, TY, Wu, WH & Wu, YJ, 2018. Integrating a mobile health applications for self-management to enhance Telecare system. Telematics and Informatics, Vol. 35, No. 4, pp. 815-825.
Kristanto, SP, Hakim, L. and Hariyati, F., 2020. Usability Evaluation In Teacher Room Applications Using User Experience Questionnaire (UEQ). Journal of Mantik Vol. 4, pp. 181-186.
Lee, D., Frey, GC, Min, A., Kim, B., Cothran, DJ, Bellini, S., Han, K. & Shih, PC, 2020. Usability inquiry of a gamified behavior change app for increasing physical activity and reducing sedentary behavior in adults with and without autism spectrum disorder. Health Informatics Journal, Vol. 26, No. 4, pp.2992-3008.
Lubis, BO, Salim, A. & Jefi, J., 2020. Evaluation of the Usability of the JKN Mobile Application System Using a Use Questionnaire. Journal of Saintekom, Vol. 10, No. 1, pp. 65-76.
Mirza, AH & Irawan, D., 2020. Usability Testing of Senjang Muba Application Using System Usability Scale. Journal of Information Systems and Informatics, Vol. 2, No. 2, pp. 231-245.
Murtiningrum, R., 2020. Differences in the composite stock price index (IHSG) before and after the announcement of the advanced Indonesian working cabinet for the 2019-2024 period, Doctoral dissertation, Unika Soegijapranata Semarang.
Nadya, YA, 2019. The Role of Public Relations of the Padang City Health Social Security Administering Body (BPJS) in Improving the Image of Patient Services, Doctoral dissertation, Andalas University.
Pinem, AA, Yeskafauzan, A., Handayani, PW, Azzahro, F., Hidayanto, AN & Ayuningtyas, D., 2020. Designing a health referral mobile application for high-mobility end users in Indonesia. Heliyon, Vol. 6, No. 1, p.e03174.
Puspitasari, IM, Sinuraya, RK, Witriani, W. & Aridarma, A., 2020. Development of an app for monitoring stress levels and early detection of mental disorders in Indonesia. European Journal of Public Health, Vol. 30, pp.ckaa166-003.
Schrepp, 2015. User Experience Questionnare Handbook.
Seta, ND, 2020. User Interface Analysis in the DOTA 2 Game Using the Cognitive Walkthrough Method and the Heuristic Evaluation Method, Doctoral dissertation, Jenderal Soedirman University.
Smith, AB, Bamgboje ‐ Ayodele, A., Butow, P., Klein, B., Turner, J., Sharpe, L., Fardell, J., Beatty, L., Pearce, A., Thewes, B. & Beith, J., 2020. Development and usability evaluation of an online self-management intervention for fear of cancer recurrence (iConquerFear). Psycho-oncology, Vol. 29, No. 1, pp. 98-106.
Umar, R., Ifanin, AZ, Ammatulloh, FI and Anggriani, M., 2020. Analysis of the lsp uad web information system using a user experience questionaire (UEQ). METHOMIKA: Journal of Information Management & Computerized Accounting, Vol. 4, No. 2, pp. 173-178.
Visvalingam, A. and Dhillon, JS, 2020. Designing Self-reflective and Comprehensible Visualization for Self-care Applications. 8th International Conference on Information Technology and Multimedia (ICIMU), pp. 84-91.
Weninger, M., Grünbacher, P., Gander, E. & Schörgenhumer, A., 2020. Evaluating an Interactive Memory Analysis Tool: Findings from a Cognitive Walkthrough and a User Study. Proceedings of the ACM on Human-Computer Interaction, pp. 1-37.
Wulandari, A. & Sudarman, I., 2019. BPJS health innovation in providing services to the public: the JKN mobile application. Journal of Public Policy, Vol. 5, No. 2.
Zakaria, N., Wahabi, H. & Al Qahtani, M., 2020. Development and usability testing of Riyadh Mother and Baby Multi-center cohort study registry. Journal of Infection and Public Health.
Published
2024-06-30
How to Cite
APSARI, Ayudyah Eka; AMINUDDIN, Rezki Amelia.
Measuring User Experience Using Cognitive Walkthrough in the JKN Mobile Applicatio.
Jurnal Ergonomi Indonesia (The Indonesian Journal of Ergonomic), [S.l.], v. 10, n. 01, p. 57-66, june 2024.
ISSN 2503-1716.
Available at: <https://ojs.unud.ac.id/index.php/jei/article/view/115039>. Date accessed: 21 nov. 2024.
Section
Articles
