EVALUASI USER EXPERIENCE PADA PENGEMBANGAN FITUR LAYANAN ONLINE WEBSITE SIP DISPENDUKCAPIL JEMBER

The rapid development of information technology has encouraged
improvements in digital public services, making user experience (UX) an
important factor in the success of public service websites. The SIP
Dispendukcapil Jember website still had several aspects that required
improvement based on the initial evaluation. This study aims to evaluate the
user experience of the SIP Dispendukcapil Jember website using the User
Experience Questionnaire (UEQ) and to develop its service features through
the Software Development Life Cycle (SDLC) using the Waterfall model. A
quantitative approach was employed involving 100 respondents in both the
pre-redesign and post-redesign evaluations. The initial evaluation served as
the basis for redesigning the website by improving the user interface and
adding several features, including administrative document preview,
application status notifications, service chatbot, customer support, and
document collection date information. The post-redesign evaluation showed
improvements across all UEQ dimensions, namely Attractiveness (2.64),
Perspicuity (2.67), Efficiency (2.64), Dependability (2.66), Stimulation
(2.65), and Novelty (2.66). All dimensions achieved the Excellent category
based on the UEQ benchmark. The results indicate that developing the
website based on the UEQ evaluation using the SDLC Waterfall model
successfully improved the overall user experience, as evidenced by higher
scores across all UEQ dimensions compared with the website before the
redesign.