User Experience (Ux) Analysis On New Livin' By Mandiri Application In Jabodetabek Using User Experience Questionnaire

Abstract

Bank Mandiri has done a redesign and released a new version of their mobile banking service in 2021, becoming a super app called New Livin’ by Mandiri. However, based on reviews from users through App Store and Google Play Store, many users experience difficulty and need to readapt to the new interface. The purpose of this research is to observe the quality of New Livin’ by Mandiri’s user experience (UX) using User Experience Questionnaire (UEQ). Analysis results of 130 respondents in Jabodetabek show positive evaluation scores in 6 aspects and 3 aspect groups. Based on benchmarking results, the variable’s stimulation and novelty receive a ‘good’ score meaning that the said variables have far surpassed the standards expected by the respondents. Meanwhile, the rest of the variables receive an ‘above average’ score meaning that the said variables only slightly surpassed the standards expected by the respondents and require more development in their performance.