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Ridwan Afandi
Politeknik Manufaktur Ceper Klaten
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Journal : the indonesian journal of computer science

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Improving the Usability and User Experience of a Ticketing and Knowledge Base Web Application: A Case Study of the ESDM 136 Contact Center Ridwan Afandi; Santoso, Harry Budi
The Indonesian Journal of Computer Science Vol. 14 No. 1 (2025): The Indonesian Journal of Computer Science
Publisher : AI Society & STMIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33022/ijcs.v14i1.4622

Abstract

The Ministry of Energy and Mineral Resources (MEMR) established the ESDM 136 Contact Center to improve public service accessibility and quality, supported by ticketing and a knowledge-based web application for managing complaints. However, in 2023, the average response time for requests exceeded the SLA, indicating a need to evaluate the application systems to improve service efficiency. This study addresses the poor usability and user experience of the ticketing and knowledge-based web applications, as evidenced by below-average scores on the UEQ and PSSUQ. Utilizing a mixed-methods approach, including usability testing, cognitive walkthroughs, and open-ended questionnaires, this research identified twenty-one usability issues. Eighteen design improvements, guided by user-centered design principles, were implemented in a high-fidelity prototype. Post-improvement PSSUQ evaluations showed significant improvements, with post-intervention scores falling within the "above standard" range for all measured categories and an overall score improvement from 3.17 to 2.51.
Co-Authors . Sulistiono Achmad, Amsakar Adelia Widya Pramesti Ahmad Syarif Al Hassany, Ibnu Rosyid Albert Efendi Pohan Alpino Susanto, Alpino Alwan Hadiyanto Amsakar Achmad Andika Andika Andika Andika Andika Simamora Andika, Sri Arif Rahman Hakim Atina, Vivin Zulfa Azhari, Fadlan Burhan Ibnu Mubtadi Catur Fatchu Ukhriyawati Damayanti Elisabeth Dana Indra Sensuse Darsono, Febri Budi Erma Kusdiyanti Ervin Nora Susanti Ervin Nora Susanti, Ervin Nora Firdaus Firdaus Fitria Zahra Gandhi Sutjahjo Guchy, Restia Octane Hadi, Moch. Aminuddin Hardono Manan Harry B. Santoso Hizkia Tampubolon Husain Husain Ichsan Kadir Indriasari, Sofianti Joko Istiyanto Khusnu Perdani, Mizana Kusdiyanti, Erma Linayati Lestari, Linayati Lubis, Almatia Efendi Lusa, Sofian M. Yogi Riyantama Isjoni Mahdi, Jausyan Al Mariyamah Megawati Listyana Putri Moch Aminudin Hadi Mubik Ihtajuddin Hammas Mudayat, Mudayat Mufti Abdul Murhum Muhamad Tomi Saiful Insani Muhammad Firmansyah Muhammad Firmansyah, Muhammad Muhammad Iqbal Muhammad Iqbal Muhammad Munadi Nabela Nabela Nabela, Nabela Nadya Safitri Nasrul, Herni Widiyah Nur Bambang Priyo Utomo Nurdin, Akhmad Nurul Hasanah Paundra, Fajar Pramesti, Adelia Widya Riyan Jaya Sumantri Rizki Dwi Ardika Rizki Eka Putra Rosdiana Rosdiana Rosdiana Rosdiana Salim Efendi Simamora, Andika Sofian Lusa Sri Andika Sri Langgeng Ratnasari Suci Suriani Suhana Suhana Suriani, Suci Sutiyoko Sutiyoko Sutiyoko Sutiyoko Syamsudin, Arif Syauqii Asy-Syahiid Thomas Nugroho Tri Daryanto Wibowo Putro, Prasetyo Adi Xander Salahudin Yuning Eka Rahma Wati