Kohesi: Jurnal Sains dan Teknologi

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Vol. 10 No. 8 (2026): Kohesi: Jurnal Sains dan Teknologi, ISSN 3025-1311

Penerapan Heuristic Evaluation dan Customer Journey Mapping dalam Evaluasi Pengalaman Pengguna Aplikasi Mobile JKN

Submitted
January 3, 2026
Published
2026-01-03

Abstract

Penelitian ini bertujuan mengevaluasi pengalaman pengguna aplikasi Mobile JKN versi 4.14.0 dengan menggunakan metode Heuristic Evaluation dan Customer Journey Mapping. Data penelitian diperoleh melalui scraping ulasan pengguna di Google Playstore. Analisis dilakukan untuk mengidentifikasi masalah usability berdasarkan prinsip heuristik Nielsen serta memetakan perjalanan pengguna dalam menggunakan aplikasi. Hasil penelitian menunjukkan adanya pelanggaran heuristik pada aspek error prevention, consistency, dan visibility of system status. Journey mapping mengungkap pain points utama pada tahap login, pencarian fasilitas kesehatan, serta keterbatasan fitur screenshot. Penelitian ini memberikan rekomendasi perbaikan antarmuka dan alur layanan agar Mobile JKN lebih mudah digunakan dan meningkatkan kepuasan peserta BPJS Kesehatan.

 

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