Ramadayanti, Novita (2025) Analisis User Experience Menggunakan Metode HEART Framework Pada Aplikasi M-Paspor. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The M-Paspor application is a digital service from the Directorate General of Immigration of Indonesia to facilitate the online passport application process. However, there are still various user complaints related to technical and functional constraints that reflect the low quality of user experience (UX). This research uses the HEART Framework (Happiness, Engagement, Adoption, Retention, Task Success) to evaluate the overall UX. The methods used include observation and distributing questionnaires to 100 application user respondents. Data analysis includes validity test, reliability test, and calculation of usability level. The results show that all dimensions fall into the high usability category, with a value of 0.66 or equivalent to 66%. However, three dimensions have not reached the target based on the Goals-Signals-Metrics approach. This research demonstrates the effectiveness of the HEART Framework in identifying UX weaknesses and providing recommendations for improving public digital services.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Mrs Novita Ramadayanti | ||||||||
| Date Deposited: | 18 Jun 2025 01:45 | ||||||||
| Last Modified: | 18 Jun 2025 01:45 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/38165 |
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