11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

Analyzing User Behavior in UI/UX of Mobile Attendance
Aplications for Employees of the Regional Transportation
Office of the Province of Sulawesi Utara
Joshua Reinhard Loundren Purba1*, Brenda Olvie Margaretha Pua2*, Reymon Rotikan3
Universitas Klabat
s2200603@student.unklab.ac.id
ABSTRACT
Effective user interface and user experience (UI/UX) design is a crucial investment in ensuring
the success of mobile application development. By prioritizing user demands and preferences,
effective UI/UX design can generate a favorable and fulfilling experience for users, while
enhancing the value and functionality of the application. The objective of this study is to
examine user behavior in UI/UX of the mobile attendance application for employees of the
Regional Transportation Office of the Province of Sulawesi Utara and determine the degree of
usability of their mobile application. The study included all employees of the Regional
Transportation Agency of Sulawesi Utara Province who used mobile attendance devices. Two
data collection methods were employed, interviews, which were analyzed using Nielsen
Norman Group heuristic evaluation method, and questionnaires, which were analyzed using
System Usability Scale (SUS). The results of the heuristic evaluation indicate that the ePegawai
application has multiple usability issues of moderate severity that require immediate attention.
Additionally, the SUS results reveal that the ePegawai application has achieved an average
score of 73, placing it in the "good" category. The research findings indicate that the ePegawai
application demonstrates satisfactory usability, while there are specific aspects of the user
experience that require enhancement.
Keywords: ui/ux design, usability, sus, heuristic evaluation, mobile application
INTRODUCTION
Our interactions with our surrounds have changed as a result of the rapid integration of
various areas of our life due to the rapid development of the times. The importance of mobile
applications is one clear example of this integration in action. in overseeing a variety of tasks.
Installed on mobile devices like smartphones, tablets, and smartwatches, software known as
mobile applications is written using computer programming. Mobile applications' user
interface and user experience (UI/UX) design plays a significant role in drawing users in and
delivering a positive experience.
This study will concentrate on conducting a comprehensive examination of the
utilization of mobile applications for attendance management within the Regional
Transportation Agency of Sulawesi Utara Province. The application's ability to enhance ease
and efficiency for employees in reporting their daily attendance will be emphasized. Although
there is significant promise for enhancing administrative procedures, however, there is an
inequity in the amount of focus dedicated to these mobile applications. This situation highlights
a significant obstacle, namely the insufficient comprehension of the app's capabilities and
1442

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

advantages. Lacking comprehension of the features and advantages offered by mobile
attendance applications might lead to a subpar user experience. This has the potential to result
in irritation and challenges while engaging with the application, which ultimately contradicts
the intention of implementing this technology. Thus, to tackle this difficulty, it is necessary to
guarantee the presence of sufficient support resources. Providing prompt and helpful assistance
will instill users with assurance that they can efficiently and expeditiously solve any challenges.
Employees' experiences using mobile attendance apps can be better understood by
doing in-depth research with them. With the right data collection and analysis, we can create
more tailored solutions to solve certain problems. To ensure that employees realize that this
step is being taken to improve their experience, however, open and clear communication with
them is necessary to support this research endeavor. All things considered, the Regional
Transportation Office of Sulawesi Utara Province's integration of technology through mobile
attendance applications is a tangible illustration of how improvements in technology may
improve daily operations. However, there have been obstacles to user adoption and
understanding that have made the road to realizing this potential less than straightforward.
Incorporating a thorough methodology comprising lucid documentation, prompt technical
assistance, detailed research, and feedback usage might make this mobile application a valuable
and productive instrument for accomplishing administrative objectives.
In order to address any queries regarding the behavior of users of mobile applications—
more especially, UI/UX design issues—regarding employees of the Regional Transportation
Agency of Sulawesi Utara Province, researchers apply SUS and heuristic evaluation techniques
based on the difficulties they have acquired. The terms SUS and heuristic evaluation methods
refer to different things. SUS is a straightforward yet accurate tool for gauging usability,
whereas heuristic evaluation is a computer software usability checking method that researchers
use to identify possible issues with user interface design. These two approaches will be
combined in this investigation.
LITERATURE REVIEW
UI/UX Design
User Interface (UI) and User Experience (UX) design are critical components in the
development of digital products, focusing on creating interfaces that are not only visually
appealing but also functional and user-friendly (Jati et al., 2024). UI design refers to the process
of designing the visual elements of a product, including layout, buttons, colors, and typography,
to facilitate user interaction. UX design, on the other hand, encompasses the overall experience
a user has when interacting with a product, which includes aspects such as usability,
accessibility, and satisfaction (Darmawan et al., 2022).
In recent literature, UI/UX design is described as a user-centered approach that
prioritizes the needs and preferences of users throughout the design process (Darmawan et al.,
2022). This approach often involves methodologies such as Design Thinking, which
emphasizes empathy with users, iterative prototyping, and testing to refine the design based on
user feedback. For instance, a study highlighted the importance of involving users in the design
process to ensure that the final product meets their needs and expectations, thereby enhancing
user satisfaction and engagement (Prayoga et al., 2023).
Moreover, effective UI/UX design is recognized as essential for the success of
applications and websites, as it directly impacts user retention and overall satisfaction.
Research indicates that a well-designed interface can significantly improve the usability of a
1443

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

system, making it easier for users to navigate and accomplish their tasks efficiently (Putra &
Saputri, 2024). The integration of UI and UX design principles is crucial in creating cohesive
and intuitive experiences that resonate with users and encourage continued interaction with the
product (Moura et al., 2023).
System Usability Scale
Usability, as defined by the International Organization for Standardization (ISO), refers
to the degree to which a product can be effectively, efficiently, and satisfactorily utilized by
specific users to achieve specific goals within a certain context of usage. Usability refers to the
technology's capacity to enable users to accomplish their duties securely, proficiently, and
satisfactorily within a defined context or setting.
The System Usability Scale (SUS) is a widely recognized questionnaire designed to
evaluate the usability of various systems, particularly in the context of software and technology.
Developed by John Brooke in 1986, the SUS questionnaire is used to evaluate products,
services, hardware, software, websites and applications (Cestari et al., 2021). It consists of ten
questions that users respond to on a five-point Likert scale, ranging from "strongly disagree"
to "strongly agree" (Bendtsen et al., 2024). The scale is particularly valued for its brevity and
ease of use, allowing researchers and practitioners to quickly gather subjective assessments of
usability across different systems and applications (Nicolaidou et al., 2022). Studies have
demonstrated that the SUS exhibits good reliability and validity, making it a preferred choice
for usability evaluations in diverse fields, including healthcare, education, and technology (Da
Col et al., 2021). Multiple research studies have employed the System Usability Scale (SUS)
for purposes such as evaluating usability (Singh et al., 2024) and improving the user interface
(UI) and user experience (UX) of a mobile application (Adnan et al., 2023). Furthermore, its
ability to provide a single usability score facilitates comparisons across different systems and
studies, enhancing its utility in benchmarking usability performance. The SUS is a critical
instrument in the field of usability research, offering a standardized method for assessing user
perceptions of system usability. Its widespread adoption across various domains underscores
its importance in improving user experience and guiding iterative design processes.
Heuristic Evaluation
Heuristic evaluation is a usability inspection method that allows evaluators to identify
usability problems in user interfaces by employing a set of established heuristics or principles.
This method is particularly effective in early design stages, as it enables the identification of
issues that may not be apparent during user testing but could be costly to rectify later in the
development process (Cho et al., 2022). The heuristic evaluation process consists of several
key steps. Initially, evaluators review the interface individually, documenting usability issues
based on the heuristics provided (Martínez et al., 2021). After this independent assessment, the
evaluators convene to discuss their findings and consolidate their observations into a
comprehensive report.
One of the significant advantages of heuristic evaluation is its cost-effectiveness and
efficiency. It can be conducted relatively quickly compared to user testing, making it an
attractive option for organizations looking to improve usability without extensive resource
investment. Additionally, heuristic evaluations can uncover a significant number of usability
problems, often more than traditional user testing methods, particularly in the early stages of
design (Müssener et al., 2020). This makes it a valuable tool for iterative design processes,
allowing for timely refinements before a system's deployment.
1444

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

METHODS
The steps of the research process are depicted in the Figure 1 below, outlining the steps
the researcher took to carry out the investigation.

Figure 1. Usability Evaluation Process
The research commenced by conducting a comprehensive examination of pertinent
literature in order to get insight into prior studies that were still applicable to the research
objectives. Subsequently, the researcher undertook the appropriate arrangements for
conducting the tests, encompassing user authentication, procurement of essential tools or
instruments, development of test situations, and formulation of interview inquiries. We
conducted preliminary testing by performing usability trials on the existing "ePegawai"
application. This study encompassed a total of 93 participants, all of whom were employed by
the Regional Transportation Office of Sulawesi Utara Province. The process of completing the
SUS method questionnaire will encompass all 93 respondents in the population. Every member
of the population will take part in assessing the viability of the user's application. Additionally,
the ePegawai application will undergo measurement utilizing the heuristic evaluation method.
During this phase, researchers will carry out an interview with a preselected specialist. Upon
acquiring the interview results, the researcher will disseminate questionnaires utilizing
alternative instruments that have comparable study aims. The purpose of this study is to
compare the findings with the target of investigation.
By engaging in discussions with experts, researchers aim to acquire comprehensive
insights and perspectives. In order to have a whole comprehension of the mobile application
attendance system, researchers also necessitate data from additional sources. Both of these data
collection methods will produce findings concurrently, which will subsequently be compared
to the mean test score of the ePegawai application. This procedure also entails the utilization
of statistical techniques for analysis, particularly the System Usability Scale (SUS) method.
The subsequent phase is conducting a usability test on the "ePegawai" application, with the
participation of the same respondents who took part in the previous trial. Upon completion of
this trial, the results will be compared to those of the initial trial to evaluate whether there has
1445

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

been an enhancement in usability in terms of effectiveness, efficiency, and satisfaction
following the implementation of the improvement recommendations.
This study aims to explore the total number of individuals employed at the Regional
Transportation Office of Sulawesi Utara Province. The office is divided into two sections: the
Main Office, which consists of 64 employees, and UPTD LLAJ, which is located in 10
terminals and has a total of 29 employees. The Regional Transportation Office of Sulawesi
Utara Province employs a total of 93 individuals. The study employed primary data collected
by researchers. Researchers acquire or produce primary data directly in the course of their
research. Within this particular framework, researchers will disseminate questionnaires to those
who utilize mobile applications affiliated with the Sulawesi Utara Province Regional
Transportation Agency. The data collection strategy in this study entailed distributing
questionnaires to respondents through Google Form, based on the identified questions and the
established question model in the SUS method.
RESULTS AND DISCUSSION
The researchers initially employed the Heuristic Evaluation and System Usability Scale
(SUS) methodologies to gather data from staff working at the Sulawesi Utara Regional
Transportation Office. Heuristic Evaluation is employed to assess the usability level based on
the principles established by the Nielsen Norman Group, while SUS is utilized to assist the
computation of the received data's outcomes.
The attributes of Heuristic Evaluation were elucidated employing a pair of instruments.
Initially, interviews were carried out with sources at the Regional Transportation Office of
Sulawesi Utara Province. The interviews were conducted using questions that were adapted
from the 10 principles of Heuristics Evaluation as defined by the Norman Nielsen group. The
severity rating was determined via heuristic judgment. Furthermore, the researchers employed
the Heuristic Evaluation Workbook from the Nielsen Norman Group to carry out additional
research. The objective was to identify any problems and offer suggestions for improving the
ePegawai Application. The report employs two interconnected methodologies: the severity
rating calculation, which is utilized to detect information or usability concerns in ePegawai
through inquiries from the Nielsen Norman Group, and additional research undertaken by the
researchers to reveal more complex hurdles. This allows them to provide customized advice
based on the specific difficulties that have been identified. Prior to performing the interview,
the researcher employed severity rating to evaluate each question and recorded the interview
outcomes in the usability aspect as shown in Table 1.

Severity
Rating
0
1

Table 1
Severity Rating Description
Description
Disagree (system/feature needs to be overhauled)
Disagree (there are problems that make it difficult for
users)
1446

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

2

Neutral (there are potential problems that can make it
difficult for users)
3
Agree (there are problems that do not really affect
users - problems are not important)
4
Strongly Agree (no problem)
Source: Nielsen Norman Group
Table 2
Severity Rating Value for the ePegawai application of the Regional Transportation
Agency of Sulawesi Utara Province
Usability Aspect
SR Average Rounding
Value
Value
Visibility of System Status (H1)
2,1
2
Match Between the System and the Real World
2,3
2
(H2)
User Control and Freedom (H3)
2,1
2
Consistency and Standards (H4)
2,5
3
Error Prevention (H5)
2,4
2
Recognition Rather than Recall (H6)
2,3
2
Flexibility and Efficiency of Use (H7
1,5
2
Aesthetic and Minimalist Design (H8)
2,4
2
Help Users Recognize, Diagnose, and Recover from
1,7
2
Errors (H9)
Help and Documentation (H10)
1,7
2
Source: Calculated by Authors
According to the findings of the Heuristic Evaluation assessment presented in Table 2,
the ePegawai application of the Sulawesi Utara Regional Transportation Office has an average
severity rating of 2.1 on a scale of 2. These findings indicate that the ePegawai application has
multiple usability issues of moderate severity that require quick resolution.
According to Figure 2, researchers obtain the outcomes of interviews with the severity
rating value 2 (neutral) for principle 1. This demonstrates the user-friendly nature of the
program and its positive reception. Nevertheless, throughout the researchers' observations, they
noticed a discrepancy between the icon and the actual functionality of a certain feature. The
proposed functionality involves the use of a fingerprint icon to initiate the online absence
feature, while the actual process of capturing absences is carried out using a facial camera. It
is recommended to replace the fingerprint icon with a camera icon for this purpose.

1447

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

Figure 2. Usability Evaluation Process
The usability of the ePegawai application was assessed using the System Usability
Scale (SUS) approach. Researchers collect data by distributing a questionnaire through a
Google Form to all employees who utilize the ePegawai program. The results of the
respondents are then calculated using Excel tools in the following manner:

Q1

Q2

Q3

Table 3
SUS Calculation
Calculated Score
Q4 Q5 Q6 Q7 Q8 Q9

270 232 249 195 251 223
3
3
3
3
3
3
Source: Calculated by Authors

238
3

242
3

235
3

Q10
144
2

Total
2279
29

Value
(Total x 2,5)

5697
73

According to the Acceptability Range, the data collected from 78 participants in the
Usability study survey of the ePegawai Mobile Application yielded an average score of 73,
indicating a "Good" rating according to the SUS grade rankings scores (Figure 3).

Figure 3. Grade rankings of SUS scores
Source: A. Bangor, P.T. Kortum, and J.T. Miller (2009)

CONCLUSION, IMPLICATION, SUGGESTION, AND LIMITATIONS
1448

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

The research findings indicate that this study intends to ascertain the perspectives of
employees regarding the interface design of the mobile attendance application used by the
Regional Transportation Office of Sulawesi Utara Province. This study included two
methodologies to assess the visual presentation and functionality of each existing feature.
The first method, known as Heuristic Evaluation, involves the use of two tools to assess
the outcomes of interviews. Researchers employ Excel to examine limitations and
recommendations, while the Nielsen Norman Group workbook template is used to evaluate the
results. The findings derived from interviews conducted with many employees in this study
were based on 10 Heuristic Evaluation principles, of which seven yielded highly satisfactory
outcomes on the ePegawai interface. The research objectives have been achieved by applying
the seven principles of the Heuristic Evaluation method, namely Match Between System and
the Real World, User Control and Freedom, Consistency and Standards, Error Prevention,
Recognition Rather Than Recall, Flexibility and Efficiency of Use, and Help Users Recognize,
Diagnose, and Recover. The interview recapitulation yields a rating of 2, indicating a neutral
assessment that necessitates modifications. When researchers use the Nielsen workbook to
evaluate the ePegawai interface, they believe that three principles need to be modified:
Visibility of System Status, Aesthetic and Minimalist Design, and Help and Documentation.
In the second approach, specifically the Sequential Unconstrained Surveys (SUS)
method, researchers employed a questionnaire to gather data for the ePegawai application
research. Subsequently, the collected data was analyzed using Excel to compute the
information provided by the respondents. When conducting computations in Excel, researchers
seek to determine the mean of all respondents' values. The average results achieved will serve
as a testament to the efficacy and efficiency of the ePegawai application, based on the feedback
from its users.
The researchers provided several suggestions to enhance the quality of the ePegawai
application regarding the principle of system status visibility where the absence function is
designed with a fingerprint symbol, but the action to be executed involves capturing a face
shot. The icon should utilize the camera symbol. For the principles of aesthetic and minimalist
design aspect, the recommendation is to relocate the notification feature to the settings page,
as it is hardly utilized and detracts from the visual appeal of the primary display. And last, the
principles for help and documentation aspect need to generate informative instructions for each
feature to facilitate the understanding of new users.
ACKNOWLEDGEMENT
The authors want to express gratitude for Universitas Klabat for the funding provided
to participate in the 11th International Scholars Conference.

1449

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

REFERENCES
Adnan, F., Sholikah, R. A., & Nugrahani, T. A. (2023). Enhancing The User Interface and User
Experience of SiKeren Presence Mobile Application With User Centered Design
Method. 2023 International Conference on Information Technology and Computing
(ICITCOM), 96–101. https://doi.org/10.1109/ICITCOM60176.2023.10442769
Bendtsen, M. G., Schönwandt, B. M. T., Rubæk, M., & Hitz, M. F. (2024). Evaluation of an
mHealth App on Self-Management of Osteoporosis: Prospective Survey Study.
Interactive Journal of Medical Research, 13(1), e53995. https://doi.org/10.2196/53995
Cestari, V. R. F., Florêncio, R. S., Garces, T. S., Pessoa, V. L. M. de P., & Moreira, T. M. M.
(2021). Benchmarking of mobile apps on heart failure. Revista Brasileira de
Enfermagem, 75, e20201093. https://doi.org/10.1590/0034-7167-2020-1093
Cho, H., Keenan, G., Madandola, O. O., Santos, F. C. D., Macieira, T. G. R., Bjarnadottir, R.
I., Priola, K. J. B., & Lopez, K. D. (2022). Assessing the Usability of a Clinical Decision
Support System: Heuristic Evaluation. JMIR Human Factors, 9(2), e31758.
https://doi.org/10.2196/31758
Da Col, T., Caccianiga, G., Catellani, M., Mariani, A., Ferro, M., Cordima, G., De Momi, E.,
Ferrigno, G., & de Cobelli, O. (2021). Automating Endoscope Motion in Robotic
Surgery: A Usability Study on da Vinci-Assisted Ex Vivo Neobladder Reconstruction.
Frontiers in Robotics and AI, 8. https://doi.org/10.3389/frobt.2021.707704
Darmawan, I., Anwar, M. S., Rahmatulloh, A., & Sulastri, H. (2022). Design Thinking
Approach for User Interface Design and User Experience on Campus Academic
Information Systems. JOIV : International Journal on Informatics Visualization, 6(2),
327–334. https://doi.org/10.30630/joiv.6.2.997
Jati, M., Okmayura, F., Azizah, N., Zainal, N., & Adha, K. (2024). Application UI UX Design
Selling Laptops Online Using The Design Thinking Model. Journal of Artificial
Intelligence and Engineering Applications (JAIEA), 3(2), Article 2.
https://doi.org/10.59934/jaiea.v3i2.430
Martínez, R. A., Turró, M. R., & Saltiveri, T. G. (2021). Methodology for heuristic evaluation
of the accessibility of statistical charts for people with low vision and color vision
deficiency. https://doi.org/10.21203/rs.3.rs-156959/v1
Moura, A. B. F., Silva, L. M., Motter, F. R., Silva, I. C., Silva, W. A. S., Leao, B. de F., Col,
S. V. C. D., & Gadenz, S. D. (2023). User Experience Design Methodologies for
Building User Interfaces for Teleround System for Intensive Care Units.
https://doi.org/10.21203/rs.3.rs-3536188/v1
Müssener, U., Thomas, K., Linderoth, C., Löf, M., Åsberg, K., Henriksson, P., & Bendtsen,
M. (2020). Development of an Intervention Targeting Multiple Health Behaviors
Among High School Students: Participatory Design Study Using Heuristic Evaluation
and Usability Testing. JMIR mHealth and uHealth, 8(10), e17999.
https://doi.org/10.2196/17999
Nicolaidou, I., Aristeidis, L., & Lambrinos, L. (2022). A gamified app for supporting
undergraduate students’ mental health: A feasibility and usability study. DIGITAL
HEALTH, 8, 20552076221109059. https://doi.org/10.1177/20552076221109059
Prayoga, A. K., Achmad, G. N., & Zulkifli, Z. (2023). Influence of UI, UX and E-Service
Quality on Tokopedia Purchase Via Perceived Risk. Journal of Social Research, 2(5),
1606–1625. https://doi.org/10.55324/josr.v2i5.827

1450

11th ISC 2024 (Universitas Advent Indonesia, Indonesia)
“Research and Education Sustainability: Unlocking Opportunities in Shaping Today's
Generation Decision Making and Building Connections” October 22-23, 2024

Putra, W. R., & Saputri, N. A. O. (2024). Desain UI/UX Aplikasi E-Commerce Berbasis
Mobile pada DK Tou Variasi Memanfaatkan Figma. Jurnal Indonesia : Manajemen
Informatika Dan Komunikasi, 5(1), Article 1. https://doi.org/10.35870/jimik.v5i1.455
Singh, K. N., Samui, A., Mukul, M., Misra, C., & Goswami, B. (2024). Usability Evaluation
of E-Learning Platforms Using UX/UI Design and ML Technique. 2024 International
Conference on Advancements in Smart, Secure and Intelligent Computing (ASSIC), 1–
6. https://doi.org/10.1109/ASSIC60049.2024.10507912

1451