User Experience Evaluation of IT Support Mobile Application Using System Usability Scale (SUS) and Retrospective Think Aloud (RTA)

ABSTRACT

The development of today's digital world has been running more rapidly at the time of the presence of covid-19 pandemics, in which all aspects of life are very dependent on digitalization that time, and companies keep doing the work of enhancing innovation in their businesses, which is the developing of IT such as mobile application. PT XYZ is one of the companies engaged in printing and digital services. PT XYZ uses the mobile application IT Support to assist technicians in completing reports of printer damage experienced by consumers. During the order services process, users oftenly feel that menu on mobile application IT Support not effective and efficient yet on helping them to process order service, the elements in the mobile application are inconsistent so it complicated the user. To improve and finding the usability problem specifically needed the process user experience evaluation mobile application with system usability scale (SUS) and retrospective think aloud (RTA). Total sample used in the research was 52 respondents from active user IT Support using purposive sampling technique. The SUS score result is 50.77 in grade D. The less satisfied, because the SUS score is still smaller than 68. Retrospective Think Aloud (RTA) results with 11 respondents showed problems with usability and needed recommendations for interface improvements. The result of user experience evaluation is user interface recommendation to enhance the technician's performance to be more optimal. () © 2022 IEEE.