USABILITY EVALUATION ON SMALL BUSINESS LENDING MOBILE APPLICATION BIZLOAN COMMONWEALTH BANK

• Main Author: SEKARSARI BASKORO NIM 13414020, KEZIA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/28455
• Institution: Institut Teknologi Bandung

The banking sector is continuously developing technological advances, both for personal and professional purposes, to meet its consumers’ growing demand. In Indonesia, a banking technology for business purposes was developed by Commonwealth Bank in the form of Bizloan, a mobile application for small business lending. Even though the technology is groundbreaking, consumers still have problems in using the application. Commonwealth Bank has to provide additional resources to overcome consumers’ problem in using Bizloan, such as through one-on-one walkthrough with a Sales associate and document delivery from customers’ doorsteps. <br /> <br /> This study aims to improve Bizloan’s usability by first conducting a thorough usability evaluation on Bizloan’s effectiveness, efficiency, and satisfaction, along with understanding users’ complaints through retrospective think aloud. Data will be obtained from small and medium enterprise owners who will do a series of tasks using Bizloan, execute retrospective think aloud, and then fill out a questionnaire on usability. The study will be conducted in two differents experiments, one using smartphones and the other using an eye tracker device, to operate Bizloan. <br /> <br /> Based on the acquired findings, Bizloan was found to have good effectiveness and satisfaction, but still has problems regarding efficiency and users’ grievances found through retrospective think aloud. To overcome its current problems, 20 designs for Bizloan’s user interface were proposed with hopes to improve Bizloan’s usability.