Evaluasi UI/UX Sistem MailTrack Kabupaten Malang dengan Metode Heuristic Evaluation

Abstract

Information systems for official correspondence play an important role in supporting the effectiveness of government administration. The Government of Malang Regency has developed the Official Letter Disposition Tracking System (MailTrack) to manage incoming letters and disposition processes in an integrated manner. Although this system has been used for a long period, several issues related to the quality of the user interface and user experience are still encountered, which may affect user convenience and work efficiency. This study aims to evaluate the user interface and user experience of the MailTrack system using the heuristic evaluation method. This research adopts an evaluative approach by involving evaluators who assess the system based on ten heuristic principles. Data were collected through observation and questionnaires, and then analyzed using severity rating calculations to determine the level of usability problems. The results indicate that usability issues in the MailTrack system are found in several heuristic principles, particularly visibility of system status, user control and freedom, consistency and standards, and error prevention. Based on the severity rating analysis, most of the identified issues fall into the category of minor usability problems, indicating that the system is still usable but requires improvements to enhance user experience. This study is expected to contribute theoretically to usability evaluation research and practically to support system developers in improving the quality of the MailTrack user interface and user experience.