Redesigning UI/UX of A Complaint Service Mobile Application Using Goal-Directed Method

Public information disclosure at a university is vital for transparency and accountability. IT unit of the institution plays a key role in facilitating information access, but challenges persist in providing optimal service and website usability. This study redesigns user interface/user experience (UI/UX) of a complaint mobile application for the IT unit using goal-directed design (GDD) and compares its usability with the existing website. GDD involves stages such as research, modeling, requirements, framework, refinement, and support. Usability evaluation is conducted using the techniques of retrospective think-aloud (RTA) and the system usability scale (SUS). Interview results highlight issues like unintegrated features, difficulty in tracking status, and insufficient feedback. Solutions include adding progress-tracking features and user accounts. Testing indicates a significant increase in usability after the redesign, with maze testing scores rising from around 43.5 to about 90.75, and SUS from approximately 40.3 to around 80.55. Retrospective think-aloud sessions show an increase in positive comments from about 2.8% to above 80.6%. Future research could explore design improvements from other stakeholders’ perspectives.