Evaluation of User Experience on ShopeePay Digital Wallet Using System Usability Scale (SUS) and User Experience Questionnaire (UEQ) Methods

ShopeePay is one of the digital wallet and electronic money services offered by the Shopee application. Digital wallets function in facilitating transaction activities because consumers do not need to carry physical money (cash) and transactions are carried out online using a smartphone. Even though it is one of the most popular digital wallets, it turns out that many ShopeePay users complain about the services of this system, starting from data verification that fails repeatedly, balance transfers from ShopeePay to banks, to failed top-ups. From these problems, a user experience evaluation is carried out using the SUS and UEQ methods. The test results of the 2 methods concluded that the SUS method produced a value of 75, meaning that the value was included in the acceptable category with an adjective rating of ‘Good’ and a grade scale of ‘C’, while the results of the UEQ method on the attractiveness scale had an ‘Above average’ value with an average value of 1.58 and 5 other scales showed a ‘Good’ or good value on the clarity with an average value of 1.78, efficiency with an average value of 1.84, accuracy with an average value of 1.64, stimulation with an average value of 1.58, and novelty with an average value of 1.21. This shows that users give a good view of the ShopeePay digital wallet but it is necessary to increase the attractiveness scale by improving the appearance of the ShopeePay digital wallet.