User Experience of the XYZ Application Using the Design Thinking Method

Abstract

This study discusses the redesign of the user experience (UX) of the XYZ service application, which has faced various user complaints, such as inaccurate delivery time estimates, limited cancellation features, and confusing navigation. To address these issues, the Design Thinking methodology was employed, comprising five stages: empathize, define, ideate, prototype, and test. Data were collected through user questionnaires, which served as the basis for formulating new design solutions. The prototype was designed using Figma and tested through the Maze platform. UX evaluation combined results from the System Usability Scale (SUS), involving 14 respondents, and user interaction performance analysis. The findings indicate that most users found the system easy to use and intuitive, with a task success rate of 75% during prototype testing. These results demonstrate that a systematic application of Design Thinking can significantly improve the quality of UX by addressing real user needs. Nonetheless, certain aspects, such as irrelevant features and remaining navigation issues, were noted as areas for future iteration. This study concludes that a user-centered approach is highly effective in creating more adaptive and solution- oriented outcomes in digital service application development.