EVALUASI DAN PERBAIKAN USABILITY PADA APLIKASI BRIMO

• Main Author: Dianti, Amelia
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/50223
• Institution: Institut Teknologi Bandung

The digital age has led to increased competition among banks in providing services. Digital disruption has encouraged banks in Indonesia to change services that were previously conventional in the form of digital. BRI is one of the banks that is improving its digital service strategy by launching a new mobile banking product that comes with a User Interface to attract new customers from the millennials, woman and netizen sectors. In addition, existing users of the BRI mobile banking application were also directed to move to use the new BRI mobile banking application, BRIMO. This study aims to improve the usability of the BRIMO mobile banking application by evaluating the usability level of account registration features, refill PLN, open accounts, debit card applications, and log out. Account registration features are tested on new users while the other four features are tested on existing users. Usability evaluation is done summatively through measurement of user performance with parameters of effectiveness, efficiency, user satisfaction, and Retrospective Think Aloud (RTA). Data is collected through experiments outside the laboratory environment. The experiment involved thirty participants consisting of ten new users and twenty existing users. Based on the research results, the debit card application feature cannot be said to be effective because the effectiveness level is below 70%. This feature and the PLN recharge feature also cannot be said to be efficient because the completion time differs significantly between age groups. Based on the QUIS average score of 6.99, the participants were quite satisfied with the overall system performance, but through the RTA the participants still conveyed the difficulties they encountered while doing the assignment. This is consistent with the mistakes participants made for each task. By using the Concept Generation Method, sixteen proposed improvements were made to improve the usability of the BRIMO application.