Analysis of the Usability Level of the JKN Mobile Application Using the User Experience Questionnaire (UEQ) and Importance–Performance Analysis (IPA) Methods

Gendhi Haris, Indri Tri Julianto, Maulana Ridwan Ibrahim

Abstract


The JKN Mobile application developed by BPJS Kesehatan is a digital service for National Health Insurance (JKN) participants to access features for checking membership, online queues, and complaint services. JKN Mobile contributes significantly to the digitalization of healthcare services, but various negative reviews still emerge, especially regarding the interface aspect. This study analyzes the usability level of the application using the User Experience Questionnaire (UEQ) and Importance Performance Analysis (IPA) methods. The UEQ assesses six aspects of user experience, while IPA maps attributes based on importance and performance. The analysis results show a gap between expectations and experience. Clarity (1.1056, 0.4021), efficiency (1.0181, 0.0026), and appeal (1.0946, -0.019) fall into the "maintain performance" quadrant. Novelty (0.0965, 0.4113) is in the "top priority" quadrant, stimulation (0.8763, -0.1192) is a low priority, while accuracy (0.9514, -0.1224) is excessive. These findings provide a comprehensive overview of aspects that need to be maintained or improved. User feedback-driven strategies and agile approaches are recommended to make application development more innovative, optimal, and responsive to the needs of digital healthcare services.

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DOI: https://doi.org/10.37058/jaisi.v3i2.17008

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International Journal of Applied Information Systems and Informatics (JAISI)
Department of Information Systems, Faculty of Engineering, Siliwangi University Tasikmalaya
email: jaisi@unsil.ac.id

Jalan Siliwangi No. 24 Kelurahan Kahuripan Kecamatan Tawang Kota Tasikmalaya 46115

This work is licenced under a Creative Commons Attribution 4.0 International Licence