Empathy-Driven Design: Applying Design Thinking to Improve the Usability of the ResellHub Mobile App

ResellHub is an online reseller shopping website, but resellers find it challenging to use because they have to open a browser first. Resellers also express difficulties when accessing the ResellHub website, such as struggling to apply promo codes, selecting products to check out in the shopping cart, and filling in the shipping address. This research aims to produce UI/UX designs for the ResellHub application as a solution to the problems faced by resellers. There are 13 features, including account registration, login, shopping cart, checkout, product details, transaction payment, profile, transaction history, wishlist, reorder, points redemption, destination address data, and notifications. The Beli Lagi and product card features are additional features in the ResellHub application that have been tailored to the shopping behavior of resellers on ResellHub. Usability testing of the proposed design solution for the ResellHub application was conducted using the System Usability Scale (SUS) and User Experience Questionnaire (UEQ). The prototype testing results showed a 100% success rate based on test tasks performed by resellers in terms of effectiveness. Regarding efficiency (timed-based), the total time was 0.11164785 (Goals/Second), indicating a reasonable level based on the time interval unit. The satisfaction aspect, measured using SUS, obtained a score of 87 with an A rating and a high level of acceptability categorized as excellent. Furthermore, the elements evaluated using the User Experience Questionnaire (UEQ) resulted in an exceptional category for each aspect.