User Experience Analysis On M-Bayar Electronic Money Application Using In-Person Usability Testing Method

The m-Bayar application is a mobile-based purchase and payment electronic money service product launched by PT E2pay Global Utama in 2018. Based on the review results obtained on the Playstore, the m-Bayar app received a rating of 2.3 out of 5 stars, with the number of reviews as many as 239 out of a total downloads of 10 thousand. In the results of this review, there were complaints about the level of user satisfaction related to the login and sending processes and receiving a one-time password (OTP) code. The research was conducted for the issue taken on send and receive OTP code and login, using the usability testing in-person method with the usability assessment components namely learnability, efficiency, memorability, errors, and satisfaction. This research determined the level of user satisfaction in using the send feature, receiving an OTP code, and logging in using the interview method as a data collection technique to 15 users who use the application. It obtained the following results from this training: learnability at 33%, efficiency at 43%, memorability at 80%, errors at 43%, and satisfaction at 70%. As the result, m-Bayar has improved the quality of the user experience by adding method of sending OTP code via WhatsApp application and receiving OTP codes that can be entered automatically on the verification page, and also additional menu for a call center button on the pop-up fails to login.