Redesigning the User Interface and User Experience (UI/UX) for the Claims Section Website Using a User-Centered Design Approach (Case Study: PT XYZ) - Dalam bentuk pengganti sidang - Artikel Jurnal

PRAMIKA REGA SEFIRA

Informasi Umum

Kode

25.04.1000

Klasifikasi

000 - General Works

Jenis

Karya Ilmiah - Skripsi (S1) - Reference

Subjek

User Interfaces

Dilihat

349 kali

Informasi Lainnya

Abstraksi

At PT XYZ, the claim administration procedure is still conducted manually, involving multiple documents such as forms, reports, and supporting evidence for claim validation. This approach has been considered inefficient. To address this, PT XYZ developed a website for the claims section to support the transition from manual to digital processes, currently used by twenty-eight people. However, user evaluations revealed multiple issues that affect the user experience (UX), including reliance on email for claim revisions and unclear claim status names. These issues are supported by a low System Usability Scale (SUS) score of 20.5, showing poor user experience (UX) and unmet user needs. A SUS score below 51 shows the necessity for redesign. The SUS method was employed in this study to objectively measure various UX components, including learnability, efficiency, memorability, error rates, and satisfaction. To address the identified issues, a user-centered design (UCD) approach was adopted, focusing on understanding and meeting user needs. The redesign significantly improved the user experience, making the user interface (UI) more intuitive and efficient. After redesigning, the test results showed a significant improvement, with the SUS score increasing from 20.5 to 85.3. These findings contribute empirical evidence to the literature on insurance claim system design, highlighting the positive impact of UCD principles on enhancing user experience. This study serves as a reference for future research in developing userfocused insurance claim systems.