Abstract
OBJECTIVES: The National Health Insurance (Jaminan Kesehatan Nasional or JKN) mobile application represents an administrative transformation of health social insurance in Indonesia. The application's user base has quadrupled in the past 2 years. The study aimed to evaluate the usability and user experience of the JKN mobile application in Indonesia. METHODS: The study administered an online survey featuring the System Usability Scale (SUS) questionnaire alongside a user experience assessment. The survey was disseminated via social media and garnered responses from 370 participants. The variables examined included usability and user experience, specifically focusing on attractiveness, perspicuity, efficiency, dependability, stimulation, and novelty. Data analysis was performed descriptively, and the results were benchmarked. RESULTS: The JKN mobile application had an average SUS score of 60.9 ± 13.47 (adjective rating "good," Grade "F," acceptability rating of "low marginal," and a percentile range of 34). User experience testing yielded the following results: attractiveness (1.09 ± 1.09), perspicuity (1.05 ± 1.17), efficiency (1.07 ± 1.20), dependability (1.03 ± 1.12), stimulation (0.88 ± 1.20), and novel-ty (0.58 ± 1.09). The benchmark for the JKN mobile application placed the user experience in the "below average" category. CONCLUSIONS: The evaluation of the usability and user experience of the JKN mobile application was generally positive. However, there is a need to improve the usability and all parameters of the user experience. Broader-scale research is needed to explore the factors that influence usage and user experience to promote the adoption of the JKN application and increase user satisfaction.