Sukamto, Hanny Alicia (2026) Evaluasi dan Optimalisasi Desain Antarmuka serta Pengalaman Pengguna Melalui Design Thinking: Studi Kasus pada Website Informasi dan Layanan Publik OSS. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini bertujuan untuk mengevaluasi dan mengoptimalkan desain antarmuka serta pengalaman pengguna pada website Online Single Submission (OSS) sebagai platform layanan publik digital di Indonesia. Permasalahan utama OSS meliputi navigasi yang kompleks, kejelasan informasi yang rendah, serta kurangnya dukungan bagi pengguna baru. Metode penelitian menggunakan pendekatan design thinking dengan tahapan empathize, define, ideate, prototype, dan test. Evaluasi dilakukan melalui usability testing dengan instrumen System Usability Scale (SUS), Net Promoter Score (NPS), dan User Experience Questionnaire Plus (UEQ+), serta indikator usability testing, yaitu task completion rate, error rate, dan time-based efficiency. Hasil penelitian menunjukkan bahwa website OSS eksisting memiliki kualitas UI/UX yang rendah (SUS 49,33 – kategori F, NPS -23%, KPI UEQ+ 0,77 dengan persepsi tidak konsisten). Sebaliknya, prototipe OSS yang dikembangkan berhasil meningkatkan kualitas signifikan (SUS 79,5 – kategori B, NPS 30%, KPI UEQ+ 2,43 dengan persepsi konsisten). Perbaikan desain berupa navigasi sederhana, info banner non-intrusif, panduan step-by-step, chatbot, dan indikator interaktif terbukti meningkatkan efisiensi, keberhasilan interaksi, serta kepuasan pengguna. Secara teoritis, penelitian ini memperkaya kajian evaluasi UI/UX berbasis KPI usability dalam konteks e-government. Secara praktis, penelitian ini memberikan rekomendasi desain yang dapat meningkatkan kepercayaan publik, memudahkan proses perizinan usaha, serta meminimalisir praktik tidak transparan, sehingga mendukung pertumbuhan ekonomi nasional.
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This study aims to evaluate and optimize the interface design and user experience of the Online Single Submission (OSS) website as a digital public service platform in Indonesia. The main problems of OSS include complex navigation, low information clarity, and insufficient support for new users. The research method applies the design thinking approach with the stages of empathize, define, ideate, prototype, and test. Evaluation was conducted through usability testing using the System Usability Scale (SUS), Net Promoter Score (NPS), and User Experience Questionnaire Plus (UEQ+), along with usability indicators such as task completion rate, error rate, and time-based efficiency. The findings reveal that the existing OSS website has poor UI/UX quality (SUS 49.33 – grade F, NPS -23%, KPI UEQ+ 0.77 with inconsistent perception). In contrast, the developed OSS prototype significantly improved quality (SUS 79.5 – grade B, NPS 30%, KPI UEQ+ 2.43 with consistent perception). Design improvements such as simplified navigation, non-intrusive info banners, step-by-step guidance, chatbot, and interactive indicators proved to enhance efficiency, interaction success, and user satisfaction. Theoretically, this research enriches studies on UI/UX evaluation based on KPI usability in the e-government context. Practically, it provides design recommendations that can strengthen public trust, facilitate business licensing processes, and minimize non-transparent practices, thereby supporting national economic growth.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | antarmuka pengguna, pengalaman pengguna, layanan publik digital, design thinking, usability testing, user interface, user experience, digital public service website |
| Subjects: | J Political Science > JF Political institutions (General) > JF1351.H6 Public administration. Q Science > QA Mathematics > QA76.9.U83 Graphical user interfaces. User interfaces (Computer systems)--Design. T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26101-(S2) Master Thesis |
| Depositing User: | Hanny Alicia Sukamto |
| Date Deposited: | 30 Jul 2026 06:39 |
| Last Modified: | 30 Jul 2026 08:56 |
| URI: | http://repository.its.ac.id/id/eprint/138893 |
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