EVALUASI DAN REKOMENDASI PERBAIKAN USABILITY PADA TRANSFORMASI APLIKASI MYTELKOMSEL MENGGUNAKAN METODE COGNITIVE WALKTHROUGH

    Haya Jauza Afifah, - and Rangga Gelar Guntara, - and Muhammad Dzikri Ar-Ridlo, - (2025) EVALUASI DAN REKOMENDASI PERBAIKAN USABILITY PADA TRANSFORMASI APLIKASI MYTELKOMSEL MENGGUNAKAN METODE COGNITIVE WALKTHROUGH. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Sebagai salah satu penyedia layanan telekomunikasi digital terbesar di Indonesia, transformasi Telkomsel menjadi super app berpotensi menurunkan usability aplikasi karena meningkatknya kompleksitas antarmuka dan alur navigasi. Penelitian ini bertujuan untuk mengevaluasi usability aplikasi, mengetahui tingkat keparahan dan frekuensi masalah, serta mengusulkan rekomendasi perbaikan. Metode yang digunakan adalah Cognitive Walkthrough dengan menerapkan pendekatan dari Enhanced Cognitive Walkthrough (ECW) dan User-Centered Cognitive Walkthrough (UCCW). Fokus evaluasi mencakup lima fitur, yaitu Login, Cek Masa Aktif, Beli Paket, Jaga Pulsa, dan Produk Kecantikan. Hasil evaluasi mengidentifikasi bahwa Jaga Pulsa mengalami jumlah masalah terbanyak dengan tingkat keparahan paling serius, di mana mayoritas masalah berasal dari kurangnya petunjuk atau indikasi yang jelas (hidden functions). High-fidelity prototype sebagai rekomendasi perbaikan yang diusulkan dirancang berdasarkan Gutenberg Principle, Fitts Law, dan masukan dari responden. Temuan menunjukkan bahwa rendahnya discoverability tidak hanya menghambat pengguna dalam mengetahui fitur dan manfaatnya, tetapi juga mengurangi learnability dan pada akhirnya menurunkan usability. As one of Indonesia's largest digital telecommunications providers, Telkomsel's transformation into a super app has the potential to decrease the application's usability due to increased interface complexity and navigation flow. This study aims to evaluate the application's usability, to determine the severity level and frequency of issues, and to propose improvement recommendations. The method used for evaluation is Cognitive Walkthrough with the implementation of approaches from Enhanced Cognitive Walkthrough (ECW) and User-Centered Cognitive Walkthrough (UCCW). The evaluation focuses on five features, namely Login, Check Active Period & Quota, Purchase Package, Jaga Pulsa, and Beauty Products. The evaluation results identified that Jaga Pulsa experienced the highest number of issues and the most serious severity level, wherein the majority of issues stem from a lack of clear cues or indications (hidden functions). The recommended improvement in the form of a high-fidelity prototype was designed based on Gutenberg Principle, Fitts’ Law, and feedback from respondents. The findings indicate that low discoverability not only prevents users from knowing the existence and benefits of a feature, but also reduces learnability and ultimately lowers usability.

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    Official URL: https://repository.upi.edu/
    Item Type: Thesis (S1)
    Additional Information: https://scholar.google.com/citations?view_op=list_works&hl=en&user=iYNlwd8AAAAJ ID SINTA Dosen Pembimbing: Rangga Gelar Guntara: 6738149 Muhammad Dzikri Ar-Ridlo: 6921736
    Uncontrolled Keywords: Usability, Super App, Cognitive Walkthrough, Enhanced Cognitive Walkthrough, User-Centered Cognitive Walkthrough, MyTelkomsel. Usability, Super App, Cognitive Walkthrough, Enhanced Cognitive Walkthrough, User-Centered Cognitive Walkthrough, MyTelkomsel.
    Subjects: L Education > L Education (General)
    Divisions: UPI Kampus Tasikmalaya > S1 Bisnis Digital
    Depositing User: Haya Jauza Afifah
    Date Deposited: 04 Sep 2025 03:52
    Last Modified: 04 Sep 2025 03:52
    URI: http://repository.upi.edu/id/eprint/136774

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