Evaluating Usability: Heuristic Analysis of JKN (Indonesia National Health Insurance) Mobile App User Interface

Mobile JKN is a BPJS Kesehatan application designed to facilitate health workers in Indonesia providing optimal services and meet the health needs of the community effectively. However, the user interface of the application has been identified with several shortcomings, resulting in a lack of user-friendliness, leading to problems and inaccuracies in the information provided. The study involved 85 respondents who completed questionnaires and three evaluators who assessed the user interface against ten Heuristic criteria, identifying 22 design problems in the application. To address these issues, the researchers developed a prototype with additional features, meeting ten heuristic criteria. The System Usability Scale (SUS) was used to evaluate the initial design, resulting in a score of 60 (grade scale D). After implementing design improvements and retesting, the score increased to 77 (grade scale C), indicating that the design enhancements were well-received by users and successful in enhancing user acceptance and satisfaction. The findings of this study highlight the importance of addressing user interface shortcomings in mobile health applications like Mobile JKN to enhance user experiences and ensure accurate information dissemination, ultimately improving the effectiveness and efficiency of health services provided by BPJS Kesehatan. The successful implementation of the prototype serves as a promising step towards a more user-friendly and impactful application that caters to the health needs of the community. Future research can further explore additional usability enhancements and evaluate the application's performance with a broader user base to solidify its effectiveness and benefits.