Handasari Savira Putri, Wulandari Respati
Department of Public Health, Faculty of Health Science, Universitas Dian Nuswantoro, Semarang, Indonesia.
Healthc Inform Res. 2024 Oct;30(4):324-332. doi: 10.4258/hir.2024.30.4.324. Epub 2024 Oct 31.
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.
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.
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.
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.
国家健康保险（Jaminan Kesehatan Nasional，简称JKN）移动应用代表了印度尼西亚健康社会保险的行政变革。在过去两年中，该应用的用户基数增长了两倍。本研究旨在评估JKN移动应用在印度尼西亚的可用性和用户体验。
本研究进行了一项在线调查，采用系统可用性量表（SUS）问卷以及用户体验评估。该调查通过社交媒体进行传播，共收集到370名参与者的回复。所考察的变量包括可用性和用户体验，特别关注吸引力、清晰度、效率、可靠性、刺激性和新颖性。进行描述性数据分析，并将结果作为基准。
JKN移动应用的平均SUS得分为60.9±13.47（形容词评级为“良好”，等级为“F”，可接受性评级为“低边际”，百分位数范围为34）。用户体验测试得出以下结果：吸引力（1.09±1.09）、清晰度（1.05±1.17）、效率（1.07±1.20）、可靠性（1.03±1.12）、刺激性（0.88±1.20）和新颖性（0.58±1.09）。JKN移动应用的基准将用户体验置于“低于平均水平”类别。
对JKN移动应用的可用性和用户体验的评估总体上是积极的。然而，需要提高可用性和用户体验的所有参数。需要进行更广泛的研究，以探索影响使用和用户体验的因素，以促进JKN应用的采用并提高用户满意度。
