User Experience Evaluation of the BPK RI Portal: A Combined UEQ and Heuristic Approach

This study evaluates the User Experience (UX) of the Audit Board of the Republic of Indonesia (BPK RI) portal using the User Experience Questionnaire (UEQ) and Heuristic Evaluation methods. The research addresses critical usability issues identified in the portal, such as disorganized information architecture and excessive scrolling, which hinder users' efficiency and satisfaction. A mixed-method approach was employed to assess the portal's UX comprehensively. The UEQ collected quantitative data on user satisfaction from 100 respondents representing organisational stakeholder, while the Heuristic Evaluation, conducted by expert evaluators using Jakob Nielsen’s principles, identified 124 critical usability issues. Key findings revealed consistently low scores across major UX dimensions, including Attractiveness, Perspicuity, and Dependability, highlighting significant gaps in user trust and system performance. To address these shortcomings, actionable recommendations were proposed, improving visual aesthetics, streamlining navigation, enhancing user control, and increasing system reliability. These improvements are expected to provide a more intuitive and satisfying user experience. By addressing these issues, the study improves the usability and functionality of the BPK RI portal and enhances operational efficiency and productivity within the organization. Additionally, this research serves as a benchmark for evaluating and improving UX in government systems, offering insights and methodologies that can be adapted to similar institutional contexts, thereby advancing best practices in public-sector technology.