User Experience Analysis of Indonesia Train Booking Mobile Application Using User Experience Questionnaire (UEQ) and Usability Testing

Transportation service providers have implemented technology in this digital era to strengthen their businesses, including a local Indonesian train company that launched its ticket booking mobile application. However, observations of the mobile application show low ratings, with a score of 1.6 on the App Store and 3.3 on Google Play. In response, more in-depth research was conducted to analyze the user experience and evaluate the usability of the mobile application. The research utilized the User Experience Questionnaire (UEQ) method to obtain quantitative results and Usability Testing to get qualitative results. Based on the research methods employed in this research, the UEQ survey garnered 242 respondents, while 15 participants completed the Usability Testing assessment. The UEQ result showed that novelty has the weakest score of +0.738 out of 3 out of all aspects. At the same time, Usability Testing resulted in a considerably low satisfaction percentage of 76.9% and a high error rate of 31%. The evaluation implies that enhancing the user interface and user experience should be given priority, with particular emphasis on improving the train ticket search feature, considering its crucial role within the mobile application. Moreover, Usability Testing revealed that certain users struggle with using this feature. Implementing the recommendation can serve as an opportunity to establish a benchmark for other ticket-booking mobile applications, aiming to enhance the mobile application's quality and create more enjoyable experiences for users.