Design and Usability Evaluation of SIPDES: A Citizen-Centered Web Platform for Integrated Village Complaint and Information Services

Abstract

Digital public services at the village level can reduce administrative friction and improve access to complaint handling and public information. Their value, however, depends on whether they are designed around citizens' needs and perceived as usable. This study developed SIPDES, a citizen-centered web prototype that integrates authentication, village complaint submission and status tracking, village information, public-service information, and community schedules. The study combined a one-month observation period, five semi-structured interviews with village officials, interactive prototyping in Figma, and end-user evaluation using the System Usability Scale (SUS). A purposive sample of 25 target users who routinely used internet-enabled devices evaluated the prototype. The sample included 22 village residents and 5 village officials; because the role categories were not mutually exclusive, 2 participants belonged to both groups. Participants were aged 26–50 years (12 women and 13 men), and their educational attainment ranged from senior high school to doctoral level. Individual SUS scores ranged from 77.50 to 90.00, with a mean of 83.10 (SD = 4.23) and a median of 85.00, and all participants scored above 70. Based on established benchmarks, the result is acceptable, corresponds to Grade B, and approaches the Excellent adjective rating. These findings support high perceived usability of the integrated prototype. Because the evaluation involved a purposively recruited, digitally familiar adult sample at the prototype stage, the result should not be interpreted as evidence of improved operational service performance. Future studies should examine response time, resolution rate, accessibility, privacy, and sustained adoption after implementation.