Usability Analysis of the Authentication Feature in the Andal by Taspen Application Using the System Usability Scale Method

This study evaluates the usability of the authentication feature in the Andal by Taspen application for pensioners, focusing on challenges faced by elderly users, as initial reviews indicate issues with its effectiveness. Objective: This study aims to assess the usability of the Andal by Taspen authentication feature using the System Usability Scale (SUS) method, identify usability issues affecting elderly users, and provide recommendations for improvement. Specifically, the study focuses on evaluating whether the selfie-based authentication process meets the needs of elderly pensioners, who may face challenges in digital literacy and physical limitations. Methodology: This quantitative study involved distributing the System Usability Scale (SUS) questionnaire to PT Taspen pensioners in the Cempaka Putih District, Jakarta. The responses were analyzed using the SUS method to generate a usability score for the authentication feature and to identify areas for improvement. Findings: The findings reveal that the Andal by Taspen authentication feature received a SUS score of 61, which corresponds to Grade D on the SUS scale, with an adjective rating of "OK" and an acceptability range classified as "Marginal (Acceptable)." The primary issues identified include difficulties in the self-authentication process, particularly for elderly users, as well as challenges related to digital literacy and physical constraints. Implications: The study recommends the development of an heir-based authentication feature to assist elderly pensioners in the authentication process. Additionally, the study emphasizes the importance of improving digital literacy among elderly users to ensure that they can effectively use digital platforms. Originality: This research offers a unique contribution to the field of digital public services by providing an empirical evaluation of selfie-based biometric authentication in mobile applications for elderly users, a topic that remains underexplored in existing literature. The findings provide valuable insights into the usability challenges faced by older adults, particularly in the context of pension services, and propose actionable solutions to enhance accessibility and usability.