User Experience Analysis Using Usability Testing Method on Online Queue System at Hospital Service

Region Public Hospital as a public health service provider, has an online queue system using mobile application, called Si Poetri which is used by patients to register for outpatient services. The main purpose of this study is to analyze the user experience of Si Poetri application, including user difficulties when using the application using Usability measurement aspect. Based on observations from user assessment (ratings and reviews) of Si Poetri Application on Google Play store, some of the problems presented in the form of difficulty finding menus for patient registration, unable to access some features, navigation that is not user-friendly because there is absence of user manual. The research conducted to measure the User Experience of Si Poetri application refers to the five components of Usability Testing. From the results of analysis of questionnaire data testing using SmartPLS application, it was found that design improvements were needed, especially in the variables Learnability, Efficiency, and Memorability of the usability components that affect the user experience of the application, so that improvements were made to the application design to increase user satisfaction.