Evaluation and Optimization of Interface Design and User Experience Through Design Thinking: Case Study on OSS Public Information and Service Website

Abstract

This study aims to evaluate and optimize the User Interface (UI) and User Experience (UX) on the Online Single Submission (OSS) website as a digital public service platform in Indonesia. The main problems with OSS include complex navigation, low clarity of information, and lack of support for new users. The research method uses a design thinking approach with five stages: emphatize, define, ideate, prototype, and test. The evaluation was carried out through usability testing using System Usability Scale (SUS), Net Promoter Score (NPS), and User Experience Questionnaire Plus (UEQ+) instruments, as well as performance indicators such as task completion rate, error rate, and time-based efficiency. The results of the study showed that the UI/UX quality of the existing OSS website was low (SUS 49.33 – category F, NPS -23%, UEQ+ 0.77). In contrast, the OSS prototype developed showed a significant improvement (SUS 79.5 – category B, NPS 30%, UEQ+ 2.43). Improvements in the form of simple navigation, non-intrusive information banners, step-by-step guides, chatbots, and interactive indicators have been proven to improve efficiency, interaction success, and user satisfaction.