Usability Analysis of the KBStar Mobile Banking Application Based on User Interface Aspects

The rapid growth of digital banking services highlights the need for continuous usability evaluation to ensure effective user interaction. This study analyzes the usability of the KBStar mobile banking application from a user interface perspective using Nielsen’s Heuristic Evaluation method. A questionnaire consisting of 33 items was distributed to internal employees of Bank KB Bukopin as active users of the application. Validity and reliability tests confirmed that all questionnaire items met the required standards, with a Cronbach’s Alpha value of 0.963, indicating high instrument reliability. The usability assessment resulted in a total score of 123.24, placing the KBStar application in the “Feasible” usability category. All ten heuristic aspects including system visibility, consistency, user control, and aesthetic design—were rated in the “Good” category. The findings suggest that the KBStar application provides a consistent, efficient, and user-friendly interface for internal users. Recommendations for improving help documentation and support for diverse user groups are provided to enhance future usability.

Keywords: User Interface, Heuristic Evaluation, Usability, Banking Application, KBStar

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