Analisis Masalah User Experience pada Aplikasi Uber dalam Perspektif Usability Menggunakan Pendekatan TOGAF..pdf

The rapid growth of digital transformation in transportation services has highlighted significant concerns in user safety and usability, particularly in applications like Uber. Despite various safety features, such as real-time tracking and emergency buttons, many users find these features ineffective during urgent situations. This research aims to evaluate the usability issues within Uber’s safety features by using the TOGAF (The Open Group Architecture Framework) approach. A qualitative descriptive method was applied, involving interviews with six Uber users from different backgrounds who had experienced safety-related challenges. Thematic analysis was conducted to map their experiences onto TOGAF’s four architecture domains: Business, Application, Data, and Technology. Findings reveal weaknesses in learnability, efficiency, memorability, error prevention, and user satisfaction, often linked to poor system design and lack of cross-domain integration. Recommendations include improvements in interface visibility, real-time data accuracy, and proactive safety monitoring. This study offers a novel approach by merging usability dimensions with enterprise architecture, enabling a holistic and scalable redesign for safety systems in ride-hailing apps.