Analisis User Experience Aplikasi Mobile Banking LivinbyMandiri Menggunakan Metode User Experience Questionnaire
Authors: Pratama Ryan Juska , Junaidi Agus , Sulistiyah Sulistiyah 
Published: January 2025

Abstrak - Perkembangan teknologi yang berkembang secara pesat dan signifikan sehingga menimbulkan banyak inovasi bermunculan pada dunia teknologi. PT. Bank Mandiri Tbk menghadirkan aplikasi mobile banking Livin by Mandiri yang dapat memudahkan pengguna dalam melakukan kegiatan perbankan seperti transfer uang antar rekening, melihat info tabungan, melihat mutasi keuangan dan serta kegiatan transaksi lainnya yang dilakukan pada aplikasi tersebut. Aplikasi mobile banking Livin by Mandiri sudah diunduh dan dipakai oleh puluhan juta dan serta jutaan ulasan. Seiring dengan banyaknya pengguna yang menggunakan aplikasi tersebut tentunya tidak menjamin kepuasan terhadap aplikasi tersebut dan akan banyak pertimbangan dalam penggunanya. Melaui observasi dan ulasan pengguna pada aplikasi mobile banking Livin by Mandiri, ditemukan beberapa masalah seperti sulit login, verifikasi wajah yang sering gagal dan gangguan dalam melakukan transaksi uang. Berdasarkan permasalahan tersebut perlu dilakukan penelitian untuk menganalisis dan mengukur lebih lanjut pengalaman pengguna pada saat menggunakan aplikasi mobile banking Livin by Mandiri. Penelitian ini dilakukan dengan menggunakan metode User Experience Questionnaire (UEQ) dengan mengukur enam skala variabel yaitu Attractiveness (daya tarik), Perspicuity (kejelasan), Efficiency (efisiensi), Dependability (ketepatan), Stimulation (stimulasi), dan Novelty (kebaruan). Hasil penelitian menunjukkan bahwa aplikasi mobile banking Livin by Mandiri mendapatkan nilai evaluasi positif secara keseluruhan. Nilai evaluasi positif tertinggi terdapat pada skala Attractiveness, Efficiency, Dependability dan Stimulation, kemudian nilai evaluasi dibawah itu oleh skala Perspicuity dan Novelty.Kata Kunci : Analisis, Livin by Mandiri, User Experience, User Experience Questionnaire Abstracts - Technological developments are developing rapidly and significantly, giving rise to many innovations emerging in the world of technology. PT. Bank Mandiri Tbk presents the Livin by Mandiri mobile banking application which can make it easier for users to carry out banking activities such as transferring money between accounts, viewing savings information, viewing financial mutations and other transaction activities carried out on the application. The Livin by Mandiri mobile banking application has been downloaded and used by tens of millions and millions of reviews. The large number of users who use the application certainly does not guarantee satisfaction with the application and there will be many considerations for users. Through user observations and reviews on the Livin by Mandiri mobile banking application, several problems were found such as difficulty logging in, facial verification which often failed and problems in carrying out money transactions. Based on these problems, research needs to be carried out to further analyze and measure the user experience when using the Livin by Mandiri mobile banking application. This research was conducted using the User Experience Questionnaire (UEQ) method by measuring six variable scales, namely Attractiveness, Perspicuity, Efficiency, Dependability, Stimulation, and Novelty. The research results show that the Livin by Mandiri mobile banking application received an overall positive evaluation score. The highest positive evaluation values are found on the Attractiveness, Efficiency, Dependability and Stimulation scales, then the evaluation values below that are on the Perspicuity and Novelty scales.Keywords : Analysis, Livin by Mandiri, User Experience, User Experience Questionnaire