Usability Evaluation of the PSP Mobile Application Based on User Experience

Abstract

PSP Mobile is an application developed to support digital payment services and the delivery of billing information. This study aims to evaluate the usability of the PSP Mobile interface based on user experience, specifically focusing on ease of use, task completion effectiveness, completion time, usage errors, and information clarity. The study employed a usability evaluation approach involving eight users who performed several task scenarios, ranging from accessing the app and logging in to locating the payment menu, completing the payment process, and obtaining proof of payment. Data were collected through usability testing, direct observation, and post-test interviews. The evaluation results indicate that, overall, users were able to successfully complete the tuition payment process. The average time required for users to locate and access the payment menu was 38.5 seconds. However, several usability issues were identified, such as an excessive number of icons on the home screen, relatively small text size, visually similar symbols, limited button visibility, and a lack of information regarding where proof of payment is stored. These findings demonstrate that while the application supports key user activities, improvements are still needed regarding navigation, information readability, and feedback presentation. The evaluation results serve as the basis for design improvement recommendations aimed at making PSP Mobile easier to understand, more efficient to use, and better aligned with user needs. These improvements are expected to enhance usability and the user experience for individuals with varying levels of digital literacy, enabling more optimal use of the application.

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