User Experience Analysis on Mobile-Based Payment Using Usability Testing and System Usability Scale Methods

The development of information technology is now growing rapidly. In fact, the internet is now one of the technologies that provide a very large role for all fields. One of the uses of information technology is the POPAY Application or Paperless Online Payment System, which offers convenience in processing payment application documents, both internal and external company payments. However, there are still some findings of complaints from POPAY mobile application users. These complaints were obtained by filling out questionnaires that have been distributed to POPAY mobile application users. Therefore, the analysis in this study aims to find out and compare the observations of POPAY mobile application users. Using usability testing methods and system usability scale as a combination of the methodology. From the results of user experience analysis, partial success was obtained 4 times and failure 2 times in the efficiency aspect. The percentage of memorability rate is 80% and is included in category C in the aspect of satisfaction with an average SUS score of 63,25. Improvements are needed in the application with recommendation solutions, such as information on account details, document attachment review features, application auto-login, and 4 types of search options on the ‘Tracking By’ feature.