User Experience Analysis on Digital Healthcare Website Using User Experience Questionnaire and Heuristic Evaluation

Digital healthcare serves as a comprehensive platform that offers a multitude of functions. It facilitates telemedicine and virtual consultations. However, the bounce rate on the digital healthcare website remains high, where the bounce rate is one of the important indicators in assessing the quality of user experience. This study uses a combination of the methodology of User Experience Questionnaire (UEQ) as a quantitative method and Heuristic Evaluation (HE) as a qualitative method to assess the usability, user satisfaction, and overall effectiveness of the healthcare website. UEQ and HE are vital for evaluating product satisfaction and usability. UEQ uses 26 questions to assess user experience, while HE relies on Nielsen’s 10 Usability Heuristics. These evaluations offer insights and guide improvements in user experience. Based on the opinions of 97 respondents and three evaluators, it can be concluded that the KlikDokter website achieves above-average scores in UEQ analysis and does not demonstrate a high level of severity for HE in its main business processes implemented on the website. This research contributes to the academic field by providing insights into digital healthcare websites and the utilization of UEQ and HE. These assessments play a pivotal role in improving website usability, ensuring users are engaged and satisfied. Consequently, this leads to reduced bounce rates and a more effective delivery of healthcare information and services to users.