User Experience (UX) Evaluation of Application JMO BPJS Ketenagakerjaan at Pontianak Branch Office Using the PACMAD Method

BP JS Ketenagakerj aan is a public legal entity that provides labor protection programs, one of which is Jaminan Hari Tua (JHT). Participants of BPJS Ketenagakerjaan can claim their JHT benefits through various methods, one of which is by using the online claim feature via the J amsostek Mobile (JMO) application. Alongside its usage, the JMO application requires user participation to provide evaluations in terms of user experience. In line with the title of the author's research, this study aims to understand the user experience when using the JMO application, especially for claiming their JHT benefits using the data update feature, and to identify any constraints within the JMO application system itself. By using the P ACMAD method and SEM-PLS testing using the SmartPLS application, the test results yielded an R Square value indicating a strong category and an F Square value indicating a small category for the Errors variable over the Satisfaction variable. With that result, there is a need for user interface improvement and the development of the data update feature, namely the addition of manual face verification options and the addition of data update reset options via OTP or through the toll-free Call Center 175.