Usability Evaluation and Alternative Interface Design Recommendations for the GoFood Merchant Application

Singgih Rochmad Saputro; Harry Budi Santoso

doi:10.59395/ijadis.v7i1.1496

Authors

Singgih Rochmad Saputro Master of Information Technology, Faculty of Computer Science, Universitas Indonesia, Indonesia
Harry Budi Santoso Master of Information Technology, Faculty of Computer Science, Universitas Indonesia, Indonesia https://orcid.org/0000-0003-0459-0493

DOI:

https://doi.org/10.59395/ijadis.v7i1.1496

Keywords:

usability evaluation, user-centered design, system usability scale (SUS), open-ended question, Shneiderman’s eight golden rules of interface design, mobile application, user interface (UI)

Abstract

The GoFood Merchant application serves as a critical platform for merchant onboarding and product activation within Indonesia’s digital food delivery ecosystem. Despite its key role, user feedback indicates persistent usability issues, particularly in corporate onboarding. This study evaluated and improved the usability of GoFood Merchant by focusing on workflow complexity, information clarity, and interface consistency. A mixed-methods exploratory case study was conducted involving quantitative and qualitative data collected from merchant owners, merchant staff, and IT experts. Quantitative data were obtained using the system usability scale (SUS) questionnaire, while qualitative data were collected through task-based usability testing, open-ended questions, and an evaluation based on heuristic design principles derived from Shneiderman’s eight golden rules of interface design. The initial evaluation of the existing (“as-is”) interface yielded an SUS score of 63.83, indicating usability below the accepted benchmark, and revealed 10 consensus usability issues related to complex task flow, unclear system feedback, and inconsistent interface elements. Based on these findings, a redesign was developed using user-centered design (UCD) principles through iterative low-fidelity and high-fidelity prototyping. The redesigned (“to-be”) prototype was subsequently evaluated using the same instruments. Usability was significantly improved, with an SUS score of 85 and average principle-based evaluation ratings above 4.0 across all interface design principles derived from Shneiderman’s eight golden rules. These findings demonstrate that systematic usability evaluation combined with iterative UCD-based redesign can effectively enhance user satisfaction, efficiency, and comprehension in complex onboarding systems. This study provides validated design recommendations for improving GoFood Merchant onboarding and contributes empirical evidence for usability-driven interface redesign in large-scale mobile platforms.

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Author Biographies

Singgih Rochmad Saputro, Master of Information Technology, Faculty of Computer Science, Universitas Indonesia, Indonesia

Singgih Rochmad Saputro is a Master’s student in Information Technology at the Faculty of Computer Science, University of Indonesia, graduated from the Computer Science University of Brawijaya and currently working as Sr. Android Engineer at Gojek (GoTo Group) company. His research interests include usability evaluation, UI/UX design, and mobile application development for large-scale digital platforms.
Harry Budi Santoso, Master of Information Technology, Faculty of Computer Science, Universitas Indonesia, Indonesia

Harry Budi Santoso is a lecturer and researcher at the Faculty of Computer Science, University of Indonesia. He is the Head of the Digital Library & Distance Learning (DL2) Laboratory at the Faculty. Outside of campus, he is also active in professional organizations as the Chair of the Lecturer Competency Division on the Central Executive Board of the Association of Informatics and Computer Higher Education (APTIKOM) for the 2022-2026 period.

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