Usability Evaluation of the Public Transportation Mobile Application: Laboratory and Field Setting

To encourage more usage of public transportation, service providers have launched mobile apps to help users. Starting with the provision of route information, ticket purchase, and check-in. The application has been launched to the public in recent months, featuring integrated transportation services. This research aims to test and evaluate the usability results of this new Public transportation application, identify problems, and provide suggestions for improvement based on the usability testing results with real users. The research method used is usability evaluation which will measure the level of efficiency, effectiveness and satisfaction. Because the Public Transportation application is an application whose business process must be tested in the field, laboratory testing has limitations to accommodate this. The phases of this study include usability testing in a lab-online synchronous environment, field testing, and the SUS questionnaire. The result shows that the Public transportation application has been running efficiently and effectively. Based on the SUS that is given to respondents, it is found that the Public transportation application has a satisfaction value of OK. This finding has indicated that the application's effectiveness and efficiency are not related to the user's level of satisfaction.