User Experience Evaluation on Mobile Application for Indonesian Passport Using Sentiment Analysis and Cognitive Walkthrough

This is the authors' abstract. We don't add key points for this paper.

This research has contributed to the improvement of the government's application and introduces a novel combination of sentiment analysis methods and cognitive walkthrough. The rise in overseas travel among Indonesians, influenced by the ASEAN Economic Blueprint 2025, has highlighted the need for digital passports, especially during and after COVID-19. Despite the Immigration Division's development of the M-Paspor app, it has received poor reviews and low ratings on the Apple Store (1.3 stars) and Google Play Store (2.5 stars). This research examines user experience through sentiment analysis of reviews and cognitive walkthroughs with both experienced and inexperienced users. Findings reveal that user sentiment is mostly negative, with common complaints. The cognitive walkthrough indicates widespread frustration and difficulty, particularly with registration, login, document upload, and date selection. Recommendations for improvement have been made for the UI design of the several pages. Additionally, recommendations for UX design improvements include moving the location and date selection to the final step and adding a reminder feature during the date selection stage. This research enhances M-Paspor app design, providing insights through user feedback and thorough analysis.