The User Experience Analysis of Digital Health Tracking Application in Indonesia

Abstract

Indonesia has an application for health tracking called SATUSEHAT. This application is used to search for hospitals, record vaccine data, and all functions related to public health. This application was first used since the COVID-19 pandemic in mid-2020. The problem is that people are starting to be reluctant to use the application. Initially, this application had 105 million users. Currently, the number of users is just around 1 million. People's intention to use the application is decreasing. This research will focus on analyzing the user experience of the application and its impact on user interest. The research uses the TAM2 model intending to understand the variables that influence users' interest in using the SATUSEHAT application, through the research methodology of Partial Least Squares Structural Equation Modeling (PLS-SEM). The sample size used in this research is 98 respondents (Indonesian students who use the SATUSEHAT application). This research used a non-probability sampling method. The research employs the Importance Performance Analysis (IPA) method to measure the satisfaction level of the SATUSEHAT application. The results indicate that attitude towards apps has the most significant influence on behavioral intention to use. The user satisfaction level with the SATUSEHAT application is 96.9%. The features that need to be improved based on IPA are the search for hospital feature, the deep link between WhatsApp and Google Maps application, and hospital review features. These features can be suggestions for improvement and novelty for the SATUSEHAT application