USABILITY EVALUATION IN HALODOC APPLICATION RELATED TO EFFECTIVENESS, EFFICIENCY, AND USER SATISFACTION

• Main Author: HANIFATUL HIDAYAH, ULFA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/43207
• Institution: Institut Teknologi Bandung

Health applications in the form of mobile health (m-health) are starting to develop rapidly, one of which is health services in the form of teleconsultation. According to the World Health Organization, the effectiveness of an m-health needs to be evaluated and designed related to the effectiveness, efficiency, and user satisfaction in order to fulfill its objectives to improve health services. In Indonesia, m-health which provides the most complete services including teleconsultation is Halodoc. Halodoc provides talk to doctor services, online buy medicine, online laboratories, and health articles. Previously, Halodoc had conducted a usability evaluation, but only for a few application service features. Based on the discussion, Halodoc wants usability evaluation on all features. This study aims to evaluate the usability aspects related to effectiveness, efficiency, and user satisfaction of all Halodoc application service features, then to provide proposed interface improvements. Evaluation is carried out on the login and registration features, online consulting services, online drug purchase services, health articles, and logout. Effectiveness is measured through the level of success of the task and error percentage, efficiency is measured through the average time of task completion using time-based efficiency and overall relative efficiency, and user satisfaction is measured through the M-health App Usability Questionnaire (MAUQ) questionnaire. Furthermore, retrospective think aloud (RTA) is used as a basis for determining the priority of interface improvement for application. This research shows that the Halodoc application has several problems. Issues related to effectiveness and efficiency include user difficulties when, changing addresses when buying drugs, searching and adding drugs, adding doctor's prescriptions, searching for articles, and ending conversations with general practitioners. In addition, problems related to user satisfaction are longer duration to use the application. Based on the RTA, this study proposes 22 improvements to the application interface.