Comparative Usability Evaluation of Novice and Expert Gojek Users

Abstract

Gojek is one of the biggest online transportations in Indonesia which has been downloaded more than 142 million times. Even though it has been used by a wide number of users, the application still needs to be improved which can be seen from users’ complaints and feedback. This research aimed to analyze the comparison between novice and expert users of the Gojek application through usability evaluation using the Think Aloud Protocol (TAP) and System Usability Scale (SUS) Questionnaire. The TA protocol was chosen to give authors insight into the participants’ way of thinking when using the application. Meanwhile, the SUS can quantify the effectiveness, efficiency, and user satisfaction. Five usability criteria were being tested in this research include learnability, efficiency, memorability, error, and user satisfaction. The results showed that the SUS score for the Gojek application from expert users is 69.68 which is above average and higher compared to the score from novice users which is 64.38. The minimum SUS score for a good application is 68, meaning that the Gojek application is usable enough for expert users but not for novice users. In conclusion, Gojek needs to make the application more user-friendly for novice users.