Inovasi Desain Pengalaman Pengguna Aplikasi Layanan Mobile untuk Pensiunan Aparatur Sipil Negara
Downloads
Pensiunan Aparatur Sipil Negara (ASN) menghadapi hambatan multidimensi dalam kemandirian digital saat menggunakan aplikasi layanan mobile Andal by TASPEN, meliputi hambatan kognitif, fisik, psikologis, sosial, dan kontekstual. Mengevaluasi hambatan, risiko, kebutuhan, dan keterbatasan pengguna pensiunan ASN pada layanan digital PT TASPEN, serta merumuskan rekomendasi inovasi UX yang berpusat pada pengguna. Pendekatan sequential exploratory mixed-method mengintegrasikan Design Thinking dengan QFD. Data dikumpulkan melalui wawancara mendalam (53 pensiunan, 18 keluarga), evaluasi heuristik oleh 4 evaluator UX, SUS baseline (25 responden), dan dua iterasi usability testing (10 lansia usia 60–79 tahun per iterasi). Evaluasi heuristik baseline menghasilkan severity rata-rata 2,28/5 dengan 4 prinsip pada level moderat. SUS baseline 56,25 (Marginal Low). Analisis House of Quality menghasilkan 13 fitur inovasi UX berdasarkan TIR tertinggi: simplifikasi navigasi autentikasi (284), login Face ID (216), pendaftaran 4 langkah dengan validasi real-time (215), video tutorial terintegrasi (191), dan desain antarmuka chatbot dengan voice typing (176). Dua iterasi meningkatkan SUS dari 56,25 ? 73,75 ? 80,25 (Grade A–B), TSR 99,60%, SEQ 6,8–6,9/7, dan Time on Task pendaftaran turun 58%. Hasil ini merupakan kerangka konseptual awal dan evaluasi prototipe, bukan simpulan yang tergeneralisasi. Komponen chatbot hanya mengevaluasi desain antarmuka dan belum menilai performa AI, akurasi NLP, maupun sistem pengenalan suara. Usability testing n=10 per iterasi mengikuti prinsip evaluasi formatif untuk menemukan masalah antarmuka, bukan dasar generalisasi kuantitatif. Penyederhanaan alur proses berpotensi lebih berdampak terhadap kemandirian pengguna dibandingkan penambahan teknologi baru.
Akao, Y. (2024). Quality function deployment: integrating customer requirements into product design. CRC Press.
Asosiasi Penyelenggara Jasa Internet Indonesia (APJII). (2023). Profil pengguna internet Indonesia 2023. APJII. https://apjii.or.id/survei
Bandura, A. (1997). Self-efficacy: The exercise of control. W. H. Freeman and Company.
Bangor, A., Kortum, P. T., & Miller, J. T. (2008). An empirical evaluation of the system usability scale. International Journal of Human-Computer Interaction, 24(6), 574–594. https://doi.org/10.1080/10447310802205776
Beyer, H., & Holtzblatt, K. (1998). Contextual Design: Defining Customer-Centered Systems. Morgan Kaufmann.
Birati, Y., & Tzemah-Shahar, R. (2026). Barriers to digital health adoption in older adults: Scoping review informed by innovation resistance theory. JMIR Aging. https://doi.org/10.2196/75591
Brown, T. (2008). Design thinking. Harvard Business Review, 86(6), 84–92.
Carvalho, R., Campilho, R., & Pinho, A. (2021). Integration of quality function deployment and design thinking for product development. Journal of Engineering Design, 32(7), 425–447. https://doi.org/10.1080/09544828.2021.1895476
Chen, K., & Chan, A. H. S. (2014). Gerontechnology acceptance by elderly Hong Kong Chinese: A senior technology acceptance model (STAM). Ergonomics, 57(5), 635–652.
Choi, K. (2024). The mediating and moderating effects of types of internet use in the relationship between age and cognitive function among community-dwelling older adults. Korean Journal of Health Promotion, 24(2), 74–82. https://doi.org/10.15384/kjhp.2024.00080
Chou, Y. K. (2016). Actionable Gamification: Beyond Points, Badges, and Leaderboards. Octalysis Media.
Clausing, D. (1994). Total Quality Development: A Step-by-Step Guide to World-Class Concurrent Engineering. ASME Press.
Coleman, R., Clarkson, J., Dong, H., & Cassim, J. (2003). Design for Inclusivity: A Practical Guide to Accessible, Innovative and User-Centred Design. Gower.
Cooper, A. (2004). The Inmates Are Running the Asylum: Why High-Tech Products Drive Us Crazy and How to Restore the Sanity. Sams Publishing.
Czaja, S. J. (2025). The potential of digital solutions for family caregivers of older adults. Innovation in Aging, 9(Suppl 1). https://doi.org/10.1093/geroni/igaf122.1136
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Deterding, S., Dixon, D., Khaled, R., & Nacke, L. (2011). From game design elements to gamefulness: Defining 'gamification'. Proceedings of the 15th International Academic MindTrek Conference, 9–15.
Dewsbury, G., Turner, M., & Grealish, A. (2025). Digital assistive technologies to support community-dwelling older adults. SSM – Qualitative Research in Health, 6, 100330. https://doi.org/10.1016/j.ssmqr.2025.100330
Ericsson, K. A., & Simon, H. A. (1993). Protocol Analysis: Verbal Reports as Data. MIT Press.
Fisk, A. D., Rogers, W. A., Charness, N., Czaja, S. J., & Sharit, J. (2009). Designing for Older Adults: Principles and Creative Human Factors Approaches (2nd ed.). CRC Press.
Fogg, B. J. (2003). Persuasive Technology: Using Computers to Change What We Think and Do. Morgan Kaufmann.
Griffin, A., & Hauser, J. R. (1993). The voice of the customer. Marketing Science, 12(1), 1–27. https://doi.org/10.1287/mksc.12.1.1
Hall, E. T. (1976). Beyond Culture. Anchor Books.
Hamari, J., Koivisto, J., & Sarsa, H. (2014). Does gamification work? A literature review of empirical studies. 47th Hawaii International Conference on System Sciences, 3025–3034.
Hargittai, E. (2002). Second-level digital divide: Differences in people's online skills. First Monday, 7(4). https://doi.org/10.5210/fm.v7i4.942
Hauser, J. R., & Clausing, D. (1988). The house of quality. Harvard Business Review, 66(3), 63–73.
Komdigi. (2025). Laporan Indeks Masyarakat Digital Indonesia (IMDI) 2025. Kementerian Komunikasi dan Digital.
Kurniawan, S., & Zaphiris, P. (2005). Research-derived web design guidelines for older people. Proceedings of the 7th International ACM SIGACCESS Conference on Computers and Accessibility, 129–135.
Lange, A., Lange, N., Jagie??o, K., Wojtyniak, B., & Zdrojewski, T. (2025). Use of digital technology among older adults in Poland. Journal of Medical Internet Research, 27, e68947. https://doi.org/10.2196/68947
Loureiro, S., Ferreira, C., & Pires, D. (2024). Impact of digital technology on the quality of life of older adults: A literature review. IFAC PapersOnLine, 57(12), 141–148. https://doi.org/10.1016/j.ifacol.2024.07.021
Lyles, C. R., Tieu, L., Sarkar, U., et al. (2025). The prevalence and predictors of digital proxy behavior in the United States. Journal of Medical Internet Research, 27, e69806. https://doi.org/10.2196/69806
Moser, A., & Korstjens, I. (2018). Practical guidance to qualitative research. Part 3: Sampling, data collection and analysis. European Journal of General Practice, 24(1), 9–18.
Nielsen, J. (1994). Usability Engineering. Academic Press.
Nielsen, J., & Landauer, T. K. (1993). A mathematical model of the finding of usability problems. Proceedings of INTERACT'93 and CHI'93, 206–213.
Nielsen, J., & Molich, R. (1990). Heuristic evaluation of user interfaces. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, 249–256.
Norman, D. A. (2013). The Design of Everyday Things: Revised and Expanded Edition. Basic Books.
OJK. (2025). Survei Nasional Literasi dan Inklusi Keuangan (SNLIK) 2025. Otoritas Jasa Keuangan.
Sas, C., et al. (2020). Design for digital distrust: Addressing elderly users' concerns about data privacy. CHI Conference on Human Factors in Computing Systems, 1–12.
Sauro, J., & Lewis, J. R. (2016). Quantifying the User Experience: Practical Statistics for User Research (2nd ed.). Morgan Kaufmann.
Seifert, A., Cotten, S. R., & Xie, B. (2021). A double burden of exclusion? Digital and social exclusion of older adults in times of COVID-19. The Journals of Gerontology: Series B, 76(3), e99–e103.
Shen, S., Li, Y., & Liu, X. (2024). The impact of the digital divide on rural older people's mental quality of life. Heliyon, 10(5), e28220. https://doi.org/10.1016/j.heliyon.2024.e28220
Sriram, V., Jenkinson, C., & Peters, M. (2019). Informal carers' experience assisting older adults with technology: A meta-ethnography. The Gerontologist, 59(1), e11–e25. https://doi.org/10.1093/geront/gnx009
TASPEN. (2024). Laporan Tahunan PT TASPEN (Persero) 2024. PT TASPEN (Persero).
TASPEN. (2025). Customer Satisfaction Index (CSI) TASPEN 2025. PT TASPEN (Persero).
Van Dijk, J. A. G. M. (2006). Digital divide research, achievements and shortcomings. Poetics, 34(4–5), 221–235. https://doi.org/10.1016/j.poetic.2006.05.004
Verint Systems Inc. (2024). State of Digital Customer Experience Report 2024. Verint.
W3C. (2018). Web Content Accessibility Guidelines (WCAG) 2.1. World Wide Web Consortium.
Ware, C. (2012). Information Visualization: Perception for Design (3rd ed.). Morgan Kaufmann.
Xu, L., et al. (2024). Digital literacy education for older adults: A scoping review. Proceedings of the Association for Information Science and Technology, 61(1), 691–696. https://doi.org/10.1002/pra2.1081
Copyright (c) 2026 Shindy Viandra Charmelita, Ellya Zulaikha , Hadziq Fabroyir
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC-BY-SA). that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
