Usability Analysis of Digital Signature Application Based on ISO 9241-11 Using Retrospective Think Aloud and User Experience Questionnaire

Applications for digital signatures are essential in supporting the efficiency and security of electronic administrative processes across various institutions, including research organizations. This research is intended to assess the usability of the DS BRIN Digital Signature application by employing ISO 9241-11 standards as the foundation for assessing effectiveness and efficiency. Additionally, a combination of the User Experience Questionnaire (UEQ) is utilized to evaluate satisfaction levels, while the Retrospective Think Aloud (RTA) method is applied to gather improvement suggestions from users' reflections on their experiences during interactions with the application. The findings reveal that while the application achieves a high effectiveness rate with a 93% task completion rate, its efficiency is notably low, with users reaching only 45% of optimal performance efficiency on average. This inefficiency is attributed to difficulties in navigation and non-intuitive features, where users often become disoriented or misuse the features. Additionally, results from the User Experience Questionnaire (UEQ) indicate low user satisfaction, with some aspects rated in "Bad" category. The study concludes that the DS BRIN application requires significant improvements in usability, especially in enhancing navigation and feature intuitiveness, to improve overall user experience and satisfaction.