Pemerintah Provinsi DKI Jakarta telah mengembangkan aplikasi JakSehat untuk meningkatkan aksesibilitas layanan kesehatan bagi masyarakat Jakarta. Namun, aplikasi ini dinilai belum optimal karena banyaknya ulasan negatif terkait usability yang diberikanoleh pengguna. Hasil analisis data scrapping 430 ulasan pengguna di Google Play Storemenunjukkan bahwa terdapat 34.7% ulasan yang mengeluhkan kendala usability padaaplikasi JakSehat. Penelitian ini bertujuan untuk mengembangkan model teoretis terkaitfaktor-faktor usability yang memengaruhi continuance intention pengguna JakSehat,serta merancang usulan antarmuka alternatif aplikasi JakSehat yang dapat meningkatkancontinuance intention pengguna. Dengan menggunakan metode design science research(DSR), penelitian ini melibatkan: (1) identifikasi masalah secara kuantitatif dan kualitatifdengan mengacu pada teori usability-continuance dan teori usability; (2) perumusan solusi berdasarkan hasil analisis data; (3) perancangan high-fidelity prototype desain antarmuka alternatif aplikasi; (4) demonstrasi skenario penggunaan desain antarmukaalternatif aplikasi; (5) evaluasi desain antarmuka alternatif aplikasi dengan UT dan SUS;dan (6) penarikan kesimpulan serta saran penelitian. Penelitian ini melibatkan 418responden untuk pengujian kuantitatif melalui penyebaran kuesioner dan sebelas responden untuk pengujian kualitatif melalui wawancara, di mana responden merupakan pengguna aplikasi JakSehat. Metode analisis data yang digunakan adalah CB-SEM untuk data kuantitatif dan thematic analysis untuk data kualitatif. Hasil penelitian ini menunjukkan bahwa application design, application utility, application dependability, user-interface input, user-interface output, dan errors berpengaruh signifikan terhadap continuance intention. Sedangkan user-interface structure dan user-interface graphics tidak berpengaruh signifikan. Hasil penelitian kualitatif kemudian memperkuat hasil penelitian kuantitatif dan menjelaskan lebih lanjut alasan di balik pengaruh tersebut. Darikedua temuan ini, dihasilkan sebuah artefak berupa prototipe desain antarmuka alternatifdari aplikasi JakSehat yang berfokus pada perbaikan faktor-faktor usability yang berpengaruh terhadap continuance intention pengguna. Diharapkan hasil penelitian ini dapat memberikan pemahaman tentang bagaimana faktor usability memengaruhicontinuance intention pengguna dalam konteks aplikasi JakSehat, serta menjadi panduanpraktis bagi para pengembang dalam merancang aplikasi m-health yang lebih user-friendly dan mendukung continuance intention pengguna.

---

The DKI Jakarta Provincial Government has developed the JakSehat application to

improve healthcare service accessibility for Jakarta residents. However, the app has been

considered less than ideal due to numerous negative reviews from users regarding

usability. An analysis of 430 user reviews scraped from the Google Play Store revealed

that 34.7% of the reviews complained about usability issues in the JakSehat app.This

research aims to develop a theoretical model concerning usability factors that influence

the continuance intention of JakSehat users and to design an alternative interface design

for the JakSehat application that can enhance user continuance intention. Utilizing the

design science research (DSR) method, this research involves: (1) quantitative and

qualitative problem identification, referring to the usability-continuance theory and

usability theory; (2) solution formulation based on data analysis results; (3) design of a

high-fidelity prototype for an alternative app interface; (4) demonstration of usage

scenarios for the alternative interface design; (5) evaluation of the alternative interface

design through usability testing (UT) and the system usability scale (SUS); and (6)

conclusion and research suggestion formulation. This research involved 418 respondents

for quantitative testing through questionnaire distribution and 11 respondents for

qualitative testing through interviews, where the respondents were users of the JakSehat

app. The data analysis methods used were CB-SEM for quantitative data and thematic

analysis for qualitative data. The results of this research indicate that application design,

application utility, application dependability, user-interface input, user-interface output,

and errors significantly influence continuance intention. Conversely, user-interface

structure and user-interface graphics do not have a significant impact. Qualitative

research findings then support and expand upon the quantitative research results and

further explain the reasoning behind these influences. From these two findings, an artifact

was produced in the form of a prototype design for an alternative interface for the

JakSehat application, focusing on improving the usability factors that influence user

continuance intention. It is hoped that the results of this research can provide an

understanding of how usability factors influence user continuance intention in the context

of the JakSehat application, as well as serve as a practical guide for developers in

designing more user-friendly m-health applications that support user continuance

intention.