Evaluation and Redesign of the One Stop Service Telkom University Website Interface Based on User-Centered Design Principles

Abstract

Website One Stop Service (TOSS) of Telkom University is a web-based academic administrative service platform used by students to submit various administrative requests. However, preliminary observations revealed several usability issues related to the user interface. These issues include the use of an icon-based sidebar navigation that is not sufficiently informative, a dashboard with limited functionality, and a submission history feature that is separated by document type, making the navigation process less efficient. This study aims to evaluate and redesign the TOSS website interface to improve user efficiency and experience. The design process employed the User-Centered Design (UCD) method based on the ISO 9241-210 standard, with a focus on the needs of students as the primary users of the system. The evaluation process involved 15 active student respondents through observation, questionnaires, and usability testing. The redesigned interface features a simplified navigation structure, the presentation of primary services on the dashboard, and the consolidation of submission histories into a single page. Based on usability testing of the redesigned prototype, the system achieved a maximum effectiveness level, with a 100% Success Rate across all task scenarios. User satisfaction was further evaluated using the System Usability Scale (SUS). In conclusion, the UCD approach successfully produced a more user-friendly and intuitive interface that better supports the delivery of academic administrative services.