Usability Evaluation and Interface Design Improvement for the Maxim Application with User-Centered Design Approach
Keywords:
ride hailing, usability, usability evaluation
Abstract
The research focused on the user interface of the Maxim application, a ride-hailing service in Indonesia facing usability challenges compared to its competitors, such as Gojek, Grab, and inDrive. The study aimed to identify user issues and propose alternative interface designs to enhance usability. The User-Centered Design (UCD) approach was adopted, involving two iterative phases that yielded high-fidelity designs. Through online surveys and interviews, 77 problem categories were identified, adhering to Usability Heuristic principles, and 93 design solutions were crafted based on Shneiderman's Eight Golden Rules of Interface Design. Subsequently, the design solutions were evaluated through moderated usability testing (UT) and the System Usability Scale (SUS) questionnaire distribution. The second iteration's UT results indicated improved success rates, reduced task completion times, higher SUS scores, and positive user feedback on ease of use. In conclusion, this research improved the application's usability and offered valuable recommendations for further enhancements and future investigations.
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References
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Astuti, D. Y., Handayani, E. S., Sunaini, S., Rahmawati, U., and Winarni, W. 2021. “Analisis Pengaruh Kualitas Pelayanan Aplikasi Maxim Terhadap Kepuasan Pelanggan,” Research in Accounting Journal (RAJ) (1:3). (https://doi.org/10.37385/raj.v1i3.310).
Badan Pengelola Transportasi Jabodetabek. 2019. “Rencana Induk Transportasi Jabodetabek (RITJ).” (https://bptj.dephub.go.id/post/read/rencana-induk-transportasi-jabodetabek?language=id, accessed January 14, 2023).
Brooke, J. 2013. “SUS: A Retrospective,” J. Usability Studies (8:2), pp. 29–40. (https://doi.org/10.5555/2817912.2817913).
Da Costa, R. P., Canedo, E. D., De Sousa, R. T., De Oliveira Albuquerque, R., and Villalba, L. J. G. 2019. “Set of Usability Heuristics for Quality Assessment of Mobile Applications on Smartphones,” IEEE Access (7), IEEE, pp. 116145–116161. (https://doi.org/10.1109/ACCESS.2019.2910778).
Durães Dourado, M. A., and Dias Canedo, E. 2018. “Usability Heuristics for Mobile Applications - A Systematic Review,” in Proceedings of the 20th International Conference on Enterprise Information Systems, SCITEPRESS - Science and Technology Publications. (https://doi.org/10.5220/0006781404830494).
Gojek. (n.d.). “Milestone Gojek,” Gojek. (https://www.gojek.com/id-id/about/, accessed February 5, 2023).
Huang, Z., and Benyoucef, M. 2023. “An Empirical Study of Mobile Application Usability: A Unified Hierarchical Approach,” International Journal of Human–Computer Interaction (39:13), Taylor & Francis, pp. 2624–2643. (https://doi.org/10.1080/10447318.2022.2082021).
International Organization for Standardization. 2018. “Ergonomics of Human-System Interaction — Part 11: Usability: Definitions and Concepts,” ISO, ISO. (https://www.iso.org/ obp/ui/#iso:std:iso:9241:-11:ed-2:v1:en, accessed February 6, 2023).
International Organization for Standardization. 2019. “Ergonomics of Human-System Interaction — Part 210: Human-Centred Design for Interactive Systems,” ISO. (https://www.iso.org/ obp/ui/en/#iso:std:iso:9241:-210:ed-2:v1:en, accessed February 6, 2023).
Jokela, T., Iivari, N., Matero, J., and Karukka, M. 2003. “The Standard of User-Centered Design and the Standard Definition of Usability: Analyzing ISO 13407 against ISO 9241-11,” in Proceedings of the Latin American Conference on Human-Computer Interaction, CLIHC ’03, New York, NY, USA: Association for Computing Machinery, August 17, pp. 53–60. (https://doi.org/10.1145/944519.944525).
Kuckartz, U. 2019. “Qualitative Text Analysis: A Systematic Approach,” in Compendium for Early Career Researchers in Mathematics Education, G. Kaiser and N. Presmeg (eds.), Cham: Springer International Publishing, pp. 181–197. (https://doi.org/10.1007/978-3-030-15636-7_8).
Malik, J., Alemi, F., and Circella, G. 2021. “Exploring the Factors That Affect the Frequency of Use of Ridehailing and the Adoption of Shared Ridehailing in California,” Transportation Research Record (2675:5), SAGE Publications Inc, pp. 120–135. (https://doi.org/10.1177/0361198120985151).
Markova, M., and Aula, A. 2007. “Conceptualizing How Usability of Mobile Services Affects Business Performance,” in International Conference on the Management of Mobile Business (ICMB 2007), IEEE, July, pp. 36–36. (https://doi.org/10.1109/ICMB.2007.24).
Maxim. 2020. “Enam Belas Juta Perjalanan Maxim Telah Dibuat Untuk Mengantar Masyarakat Indonesia,” Maxim. (https://id.taximaxim.com/id/2093-jakarta/blog/2020/06/1848-enam-belas- juta-perjalanan-maxim-telah-dibuat-untuk-mengantar-masyarakat-indonesia/, accessed December 23, 2022).
Mithun, A. M., Mithun, A. M., and Yafooz, W. M. S. 2018. “Extended User Centered Design (UCD) Process in the Aspect of Human Computer Interaction,” in 2018 International Conference on Smart Computing and Electronic Enterprise (ICSCEE), IEEE, July, pp. 1–6. (https://doi.org/10.1109/ICSCEE.2018.8538388).
Mutia, A. 2022. “Bukan Ojol, Ini moda Transportasi Mayoritas Warga Indonesia,” Databoks, , September 14. (https://databoks.katadata.co.id/datapublish/2022/09/14/bukan-ojol-ini-moda- transportasi-mayoritas-warga-indonesia, accessed December 27, 2022).
Nugroho, S. B., Zusman, E., and Nakano, R. 2020. “Explaining the Spread of Online Taxi Services in Semarang, Bogor and Bandung, Indonesia; a Discrete Choice Analysis,” Travel Behaviour and Society (20), pp. 358–369. (https://doi.org/10.1016/j.tbs.2020.04.008).
Prasetya, H. H., Ridwanto, B. B., Rahman, M. A., and Gunawan, A. A. S. 2021. “The Impact of E-Transport Platforms’ Gojek and Grab UI/UX Design to User Preference in Indonesia,” in 2021 1st International Conference on Computer Science and Artificial Intelligence (ICCSAI) (Vol. 1), IEEE, October 28, pp. 167–177. (https://doi.org/10.1109/ICCSAI53272.2021.9609767).
Saeed, K., Hafeez, Y., Ali, S., Shahid, M. U., and Iqbal, N. 2019. Enabling the Usability Heuristics of Agile Base Systems to Improve Quality of Local Software Industry, (38:2), pp. 341–350. (https://doi.org/10.22581/muet1982.1902.09).
Salazar, L. H. A., Lacerda, T., Nunes, J. V., and Gresse von Wangenheim, C. 2013. “A Systematic Literature Review on Usability Heuristics for Mobile Phones,” International Journal of Mobile Human Computer Interaction (IJMHCI) (5:2), IGI Global, pp. 50–61. (https://doi.org/10.4018/jmhci.2013040103).
Sari, N. R., and Rahmizal, M. 2021. “Usability Testing on Online Transportation Applications to Measure User Satisfaction in Padang City,” Marketing Management Studies (1:4), pp. 295–306. (https://doi.org/10.24036/mms.v1i4.42).
Septiani, R., Handayani, P. W., and Azzahro, F. 2017. “Factors That Affecting Behavioral Intention in Online Transportation Service: Case Study of GO-JEK,” Procedia Computer Science (124), pp. 504–512. (https://doi.org/10.1016/j.procs.2017.12.183).
Sharfina, Z., & Santoso, H. B. (2016). An Indonesian adaptation of the System Usability Scale (SUS). 2016 International Conference on Advanced Computer Science and Information Systems (ICACSIS). https://doi.org/10.1109/icacsis.2016.7872776
Shneiderman, B. 1997. Designing the User Interface: Strategies for Effective Human-Computer-Interaction, Addison Wesley Longman.
Simarmata, J., Sitorus, M. R., and Yuliantini, D. A. A. 2019. “The Factors Influencing Passengers’ Interest in Using Transportation Services,” TEM Journal (8:3), UIKTEN - Association for Information Communication Technology Education and Science, pp. 945–950. (https://doi.org/10.18421/TEM83-36).
Sukmasetya, P., and Shalahuddin, M. K. 2020. Applying Heuristic Evaluation for Evaluate and Gain Perspective of Online Transportation: A Case Study. (https://doi.org/10.2991/assehr.k.200529.257).
Watanabe, C., Naveed, K., and Neittaanmäki, P. 2016. “Co-Evolution of Three Mega-Trends Nurtures Un-Captured GDP – Uber’s Ride-Sharing Revolution,” Technology in Society (46), pp. 164–185. (https://doi.org/10.1016/j.techsoc.2016.06.004).
Weichbroth, P. 2020. “Usability of Mobile Applications: A Systematic Literature Study,” IEEE Access (8), IEEE, pp. 55563–55577. (https://doi.org/10.1109/ACCESS.2020.2981892).
Widyanti, A., and Ainizzamani, S. A. Q. 2017. “Usability Evaluation of Online Transportation’ User Interface,” in 2017 International Conference on Information Technology Systems and Innovation (ICITSI), IEEE, October, pp. 82–86. (https://doi.org/10.1109/ICITSI.2017.8331762).
Zorzetti, M., Signoretti, I., Salerno, L., Marczak, S., and Bastos, R. 2022. “Improving Agile Software Development Using User-Centered Design and Lean Startup,” Information and Software Technology (141), p. 106718. (https://doi.org/10.1016/j.infsof.2021.106718).
Published
2024-04-04
How to Cite
Saksono, R. D., Sulistyorini, D., Sagita, S. R., Kasiyah, & Sadita, L. (2024). Usability Evaluation and Interface Design Improvement for the Maxim Application with User-Centered Design Approach. Jurnal Sistem Informasi, 20(1), 23–40. https://doi.org/10.21609/jsi.v20i1.1377
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Articles
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