Charmelita, Shindy Viandra (2026) Inovasi Desain Pengalaman Pengguna Aplikasi Layanan Mobile Untuk Pensiunan Aparatur Sipil Negara. Masters thesis, Institute Teknologi Sepuluh Nopember.
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Abstract
Percepatan transformasi digital dalam pelayanan publik menuntut inovasi yang berorientasi pada kebutuhan pengguna. Customer Satisfaction Index TASPEN 2025 menunjukkan tantangan literasi digital pada pensiunan Aparatur Sipil Negara (ASN), antara lain keterbatasan pemahaman aplikasi, kendala teknis, kekhawatiran keamanan data, dan maraknya berita palsu, ditambah penggunaan istilah teknis serta antarmuka yang kurang ramah lansia. Otoritas Jasa Keuangan (2025) mencatat literasi digital Dana Pensiun masih rendah dan stagnan. Hambatan kognitif, emosional, dan ketidakfamiliaran terhadap teknologi menurunkan motivasi pensiunan ASN sehingga menghambat kemandirian digital mereka di era digital saat ini. Penelitian ini bertujuan memberikan rekomendasi strategis berbasis user-centered design untuk meningkatkan literasi digital dan user experience guna mendukung kemandirian digital pensiunan ASN. Pendekatan yang digunakan adalah Design Thinking (empathize, define, ideate, prototype, test) yang dikombinasikan dengan Quality Function Deployment (QFD) pada tahap define dan ideate, menggunakan metode mixed methods. Data dikumpulkan melalui wawancara mendalam dan observasi pada 53 responden pensiunan dan 18 keluarga pensiunan serta usability testing tiga iterasi (baseline 25 responden; Iterasi 1 dan 2 masing-masing 10 responden lansia berusia 60–79 tahun). Hasil penelitian menunjukkan hambatan kemandirian digital pensiunan ASN bersifat multidimensi (kognitif, fisik, psikologis, sosial, dan kontekstual) serta menghasilkan sepuluh persona pengguna (lima persona pensiunan dan lima persona keluarga pendamping) dengan fokus pengembangan pada The Digital Assisted dan The Digital Transitional. Analisis House of Quality menghasilkan tiga belas fitur inovasi UX yang diprioritaskan berdasarkan Technical Importance Rating (TIR); lima prioritas tertinggi adalah simplifikasi navigasi autentikasi (284), login Face ID (216), pendaftaran empat langkah dengan validasi real-time (215), video tutorial terintegrasi (191), dan chatbot AI berbasis voice typing (176). Penyederhanaan alur proses lebih berdampak terhadap potensi kemandirian pengguna dibandingkan penambahan teknologi baru. Pengujian tiga iterasi meningkatkan skor System Usability Scale dari 56,25 (baseline) menjadi 73,75 lalu 80,25 (Grade A–B/Excellent), Task Success Rate mencapai 99,60%, dan Single Ease Question 6,8–6,9 dari 7. Inovasi ini berkontribusi pada pensiunan ASN melalui pemahaman hambatan teknis, desain pengalaman pengguna yang lebih sederhana, peningkatan motivasi melalui gamifikasi, dan transisi bertahap yang berpotensi mendukung kemandirian digital, sekaligus mendukung transformasi digital berkelanjutan PT TASPEN (Persero).
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The acceleration of digital transformation in public services calls for innovations oriented toward user needs. The 2025 TASPEN Customer Satisfaction Index reveals digital literacy challenges among retired civil servants (ASN), including a limited understanding of the application, technical difficulties, concerns over data security, and the spread of hoaxes, compounded by technical terminology and interfaces that are not elderly-friendly. The Financial Services Authority (2025) reports that digital literacy related to pension funds remains low and stagnant. Cognitive and emotional barriers, together with unfamiliarity with technology, reduce retirees’ motivation and hinder their digital self-reliance in the current digital era. This study aims to provide strategic, user-centered design recommendations to enhance digital literacy and user experience in support of the digital self-reliance of retired civil servants. It applies the Design Thinking framework (empathize, define, ideate, prototype, test) combined with Quality Function Deployment (QFD) in the define and ideate stages, using a mixed-methods approach. Data were collected through in-depth interviews and field (53 retiress and 18 family companions) and three iterations of usability testing (a baseline of 25 respondents; Iterations 1 and 2 with 10 elderly respondents each, aged 60–79 years). The findings show that the barriers to retirees’ digital self-reliance are multidimensional (cognitive, physical, psychological, social, and contextual) and yield ten user personas (five retiree personas and five family-companion personas), with development focused on The Digital Assisted and The Digital Transitional. The House of Quality analysis produced thirteen UX innovation features prioritized by Technical Importance Rating (TIR); the five highest are authentication navigation simplification (284), Face ID login (216), a four-step registration flow with real-time validation (215), an integrated video tutorial (191), and a voice-typing-based AI chatbot (176). Simplifying process flows more impactful for user independence than adding new technology. The three iterations raised the System Usability Scale score from 56.25 (baseline) to 73.75 and then 80.25 (Grade A–B/Excellent), with a Task Success Rate of 99.60% and a Single Ease Question of 6.8–6.9 of 7. This UX innovation contributes to retired civil servants (ASN) through an understanding of technical barriers, a simpler user experience design, increased motivation through gamification, and a gradual transition with the potential to support digital independence, while also supporting the sustainable digital transformation of PT TASPEN (Persero).
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Design Thinking, Inovasi Desain Pengalaman Pengguna, Kemandirian Digital, Literasi Digital, Pensiunan ASN, Quality Function Deployment, Usability Testing, Digital Self-Reliance, Digital Literacy, Retired Civil Servants, User Experience Design Innovation |
| Subjects: | T Technology > T Technology (General) > T56.8 Project Management |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Shindy Viandra Charmelita |
| Date Deposited: | 26 Jul 2026 05:37 |
| Last Modified: | 26 Jul 2026 05:37 |
| URI: | http://repository.its.ac.id/id/eprint/138474 |
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