Analysis of User Experience in the Emergency Services Portal on Smartphone Applications

This study analyzes the user experience of emergency call service portals on smartphone applications, focusing on identifying user challenges, evaluating interface design, and providing improvement recommendations. Using both qualitative like interviews, usability testing and quantitative or user surveys methods, the research found key issues such as complex navigation, unclear information, and slow response times. Many users reported frustration with complicated processes and non-intuitive designs, and difficulties accessing essential features quickly during emergencies. The study recommends simplifying navigation, improving information clarity, and optimizing response times to enhance user satisfaction and the effectiveness of emergency call services. Additionally, features such as a panic button, better visual design, and feedback options can improve usability. By addressing these UX issues, emergency call service applications can become more reliable and efficient, ultimately improving public safety outcomes. These recommendations aim to align Indonesia’s 112 emergency services with global standards, ensuring better accessibility and faster assistance for users in critical situations.