Usability Evaluation of Mobile Travoy Application Using the System Usability Scale (SUS) Method (Case Study: PT Jasamarga Tollroad Operator)

This study aims to evaluate the usability of the Travoy mobile application using the System Usability Scale (SUS) method. The data analysis method used is SUS, which involves 10 questions with 5 answer choices. Based on the conducted survey, the majority of respondents were women (52%) and men (48%). The usability evaluation shows that the overall score of the Travoy application is 63, equivalent to a grade of C-. Although this application is acceptable to users, to achieve better acceptance, a minimum score of 68 needs to be attained. In terms of the adjective interpretation approach, this application can still be categorized as “OK” with sufficient level of acceptance. Based on the Net Promoter Score (NPS) interpretation approach, the Travoy application falls into the “passive” category, where users neither reject nor have a strong desire to use the service. The results of the interview with users indicate that the user interface (UI) design needs to be improved for a better user experience, especially in the toll rate feature, digital receipt feature, and the addition of HD in the CCTV feature.