User Experience Analysis of Electric Vehicle Features in the PLN Mobile Application Using SUS & Usability Testing Methods

The growing adoption of electric vehicles (EVs) in Indonesia requires digital services that are reliable, efficient, and user-friendly. PLN Mobile, developed by the national electricity provider, integrates an EV Charging feature to support users in locating charging stations and completing transactions. This study evaluates the usability of the EV Charging feature in PLN Mobile using a combination of quantitative and qualitative methods. The System Usability Scale (SUS) was distributed to 100 respondents, resulting in an average score of 77.65, categorized as Good (Grade B), Acceptable, and Passive in the Net Promoter Score (NPS) category. Usability Testing (UT) was conducted with 30 respondents performing six task scenarios. The results showed high effectiveness (98.8%), good efficiency (88.34%), a low error rate (1.1%), and perfect scores for both learnability (100%) and memorability (100%). These findings demonstrate that the EV Charging feature in PLN Mobile is generally usable and reliable, with users able to learn and recall its functions effectively. However, improvements are still needed, particularly in Task 6 (balance conversion), where the interface should be enhanced by providing clearer notifications and a detailed transaction history. This study contributes to the literature on usability evaluation through the integration of SUS and UT, while also offering practical recommendations for PLN to improve user experience and support the broader adoption of electric vehicles in Indonesia.