User Experience Evaluation of Pension Fund Application Using System Usability Scale and Heuristic Evaluation

Identification letters serve as a vital tool for pension fund companies to disburse pension payments to eligible individuals. The evolution of identification letters from paper-based to digital forms, aimed to simplify data verification for participants. However, the implementation of this digital solution has met with resistance from participants, as evidenced by complaints on the Google Play platform. This study delves into the user experience of the identification letters application, seeking to identify areas for improvement. Employing the System Usability Scale (SUS) and Heuristic Evaluation methods, the study reveals that while the application's SUS score of 72 indicates overall satisfaction among users, the HE score of 47 highlights significant usability issues. The findings underscore the need for pension fund companies to prioritize user experience in developing identification letter applications. This research demonstrates the effectiveness of User Experience research methods and provides valuable insights for enhancing pension fund services.