User Experience Analysis of Neobank Application Using Heart Metrics

Ratih Aisyah; Annisa Lusyani Zahra; Wafi Hidayatullah; Dwi Shahita

doi:10.36456/best.vol5.no2.6673

Authors

Ratih Aisyah Universitas Pembangunan Nasional "Veteran" Jawa Timur
Annisa Lusyani Zahra
Wafi Hidayatullah
Dwi Shahita

DOI:

https://doi.org/10.36456/best.vol5.no2.6673

Keywords:

Importance Performance Analysis, heart metrics, Neobank

Abstract

Based on the accumulated reviews, it is known that the symptoms of disrupted user experience are supported by several reviews which show dissatisfaction in operating the Neobank application, which may have an effect on decreasing user satisfaction. This problem is something that must be monitored by PT. Neo Commerce Bank so that the Neobank application remains sustainable. This research has a mission to find out what will be emphasized for the development of the Neobank application based on the HEART Metrics measurement tool with the Importance Performance Analysis method implemented. Determining the number of respondents in this study implemented the formula created by Slovin and obtained a population of 99 respondents who are residents of the island of Java who use the Neobank application. Until the results of the importance and performance elaboration, there are several statement items that need to be evaluated, but there are items that need to be evaluated and prioritized immediately based on the results of the calculation of the suitability level and Cartesian diagram, namely the user experience that it is not uncommon to experience errors when operating a Neobank with a level conformity 91.91%. The items in the aforementioned statement have the potential to divert the user experience in using the Neobank application.

References

www.bankneocommerce.co.id (2020). About BNC: History BNC. https://www.bankneocommerce.co.id/about/story#history, accessed date 17 December 2022.

Lallemand, C., Gronier, G., and Koenig, V. “User experience: A Concept Without Consensus? Exploring Practitioners Perspectives Through an International Survey.” Computers in Human Behavior (2015): Vol. 43, 35–48.

Dillon, A. “Beyond Usability: Process, Outcome and Affect in Human Computer Interactions.” Canadian Journal of Information Science 4.26 (2001): 56-69.

Garrett, J. 2010. The Elements of User Experience: User-Centered Design for the Web and Beyond. Pearson Education.

Rodden, K., Hutchinson, H., & Fu, X. “Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications.” Proceeding of Human Computer Interaction (2010). Retrieved from ACM Digital Library.

Jannah, A. M., Suryanto T. L. M., dan Pratama, A. “User Experience Measurement of Using the SIMVONI Application with the HEART Method Approach.” EXPERT: Journal of Information Systems Management and Technology 12.01 (2022): 34-39.

Pratama, A. V., Lestari, A. D., dan Aini, Q. “User Experience Analysis of Mobile Academic Information System (AIS) Applications for User-Centered Metrics Using the Heart Framework.”

Tuff, K. & Tuff, T. “Introduction to Population Demographics.” Nature Education Knowledge 11.03 (2012): 3.

Wiyadi. “Measurement of the Small and Medium Industry (IKM) Competitiveness Index in Central Java.” Jurnal Siasat Bisnis 13.01 (2009): 77-92.

D. P. Sugiono. 2017. Quantitative and Qualitative Research Methods and R&D. Bandung: Alfabeta.

Fatmala, W. S., Suprapto, & Rachmadi, A. “Analysis of Berrybenka E-Commerce Website Service Quality on Visitor Satisfaction Using the WebQual 4.0 Method and Importance Performance Analysis (IPA).” Journal of Information Technology Development and Computer Science 2.01 (2018): 175-183.

Trenggono, B. W., Faroqi, A., & Wulansari, A. “Application of the Heart Metrics Method in Analyzing User Experience in E-Learning Applications.” JUTISI: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi 11.02 (2022): 471-482.

Rizky, V., Suryanto, T. L. M., & Eristya, M. S. “User Experience Analysis of KAI Access Application Users Based on the Heart Metrics Measurement Tool.” Journal of Informatics and Information Systems 2.02 (2021): 244-254.

Rochman, Sagita. "Design Of Vertical Axis Savonius Windmill for Generating Electricity Using Permanent Magnet." Tibuana 3.01 (2020): 61-66.

Rochman, Sagita, and Andy Hermawan. "Design and Construction of Screw Type Micro Hydro Power Plant." BEST: Journal of Applied Electrical, Science, & Technology 4.1 (2022): 21-26.

Rochman, Sagita, and Danu Krama. "Arduino-Based Solar Water Pump Motor Control to Adjust Water Circulation in Hydroponic Plants." BEST: Journal of Applied Electrical, Science, & Technology 5.1 (2023): 15-20.