Analisis User Experience Aplikasi PLN Mobile Berdasarkan Alat Ukur HEART Metrics

Abstract

Analysis user experience in using a mobile-based application product needs to be done to determine what things should be prioritized in order to increase user intensity in using the application using the Importance Performance Analysis (IPA) method. This study aims to find out which indicators whose performance needs to be improved and which indicators whose performance needs to be maintained by the PLN Mobile application. The results of this analysis indicate that the indicators that need more attention are user intensity, especially item E2, as well as the error rate indicator, namely item T5. PT. PLN (Persero) must immediately minimize any problems related to the use of the PLN Mobile application because this greatly impacts the user's intensity in using the PLN Mobile application.