Name : Asra Afrizon- Study Program : Magister Teknologi Informasi- Title : Evaluation of the Usability of Worker's Social Security Application in Public Institution Counsellor : Dr. Panca Oktavia Hadi Putra, B.Sc., M.Bus

The Worker Social Security application service is a public institution-owned service application that administers social security protection in the employment field. Over time, this application has undergone three transformations, with the latest version bringing significant changes. Initially, the application only provided information related to social security programs, membership, benefits, and services. However, it now also offers services for filing benefits and financial transactions. In 2022, user reviews of the application service providers, such as the App Store and the Google Play Store, gave ratings of 1.5 (Apple, 2022) and 4.4 (Google, 2022) respectively. In March 2023, the Google Play Store rating improved to 4.7 (Google, 2023). Complaints and requests for information related to the social security application in 2022 were the second highest, accounting for 65% and 5% respectively. The impact of these complaints includes delays in the service process, high traffic complaints, and decreased participant satisfaction scores. The purpose of this study is to evaluate the worker social security application's usability and provide recommendations for improvement. The study focuses on effectiveness, productivity, safety, and user satisfaction. The research method involves a quantitative and qualitative approach, using user experience questionnaires, task scenarios, and post-test interviews. The findings show that users experience interface problems, navigation, clarity of information, and feature functionality problems. The mobile application still requires improvements in navigation, display design consistency, perspicuity of user interface interactions, and usage guidelines. The recommendations aim to adjust the interface and functionality to meet user needs, providing a satisfying experience and shortening the self-service process. Organizations can use this research