PENERAPAN METODE DESIGN THINKING DALAM REDESIGN UI/UX APLIKASI MOBILE JKN UNTUK MENINGKATKAN EFISIENSI AKSES LAYANAN KESEHATAN DIGITAL

Ahmad Rayhaan Yusri; Mia Kamayani Sulaeman;

Penerapan Metode Design Thinking Dalam Redesign Ui/Ux Aplikasi Mobile
Jkn Untuk Meningkatkan Efisiensi Akses Layanan Kesehatan Digital

Ahmad Rayhaan Yusri

Perkembangan teknologi digital meningkatkan kebutuhan masyarakat terhadap layanan kesehatan
yang cepat dan mudah diakses. Mobile JKN sebagai aplikasi resmi BPJS Kesehatan masih memiliki
kendala UI dan UX yang memengaruhi efektivitas penggunaan. Penelitian ini bertujuan merancang
ulang UI/UX Mobile JKN untuk meningkatkan kemudahan dan efisiensi. Data diperoleh melalui
wawancara pengguna, pengujian SUS terhadap 20 responden, dan Usability Testing terhadap 10
narasumber menggunakan platform Maze. Pendekatan Design Thinking diterapkan melalui lima
tahap utama. Hasil evaluasi menunjukkan peningkatan nilai SUS dari 36,75 menjadi 71,95 (naik
35,20 poin) dan peningkatan Usability Testing dari 64,28% menjadi 82,85% (naik 18,57%). Temuan
ini membuktikan redesign berhasil meningkatkan efektivitas, efisiensi, dan kepuasan pengguna.
Kata kunci: : User Experience, User Interface, Design Thinking, Mobile JKN, Usability Testing,
System Usability Scale, Healthcare Application, Maze Testing, UI/UX Redesign
Applying the Design Thinking Method in Redesigning the UI/UX of the
Mobile JKN Application to Improve the Efficiency of Access to Digital

Health Services
Ahmad Rayhaan Yusri

The development of digital technology has increased the public’s need for fast and accessible
healthcare services. Mobile JKN, as the official application of BPJS Kesehatan, still faces several
UI and UX issues that reduce its effectiveness. This study aims to redesign the UI/UX of Mobile JKN
to improve usability and efficiency. Data were collected through user interviews, System Usability
Scale (SUS) testing involving 20 respondents, and Usability Testing with 10 participants using the
Maze platform. The Design Thinking approach was implemented through five stages. Evaluation
results show an improvement in the SUS score from 36.75 to 71.95 (an increase of 35.20 points) and
an increase in Usability Testing performance from 64.28% to 82.85% (an improvement of 18.57%).
These findings indicate that the redesign successfully enhanced user effectiveness, efficiency, and
satisfaction.
Keywords: User Experience, User Interface, Design Thinking, Mobile JKN, Usability Testing,
System Usability Scale, Healthcare Application, Maze Testing, UI/UX Redesign