Analysis of User Experience (UX) in the Use of the TikTok Shop Application with the HEART Metrics Method

Abstract

Providing User Experience or a positive experience and optimal service in terms of convenience and comfort for users is one of the important things in designing an application. Therefore, an analysis is needed to measure the acquisition of criteria values and the level of usability from user experience which will later be used as a benchmark for improving application quality. Measuring user satisfaction with the Tiktok Shop application is the aim of this research. This test uses the HEART metrics framework which consists of Happiness, Engagement, Adoption, Retention, and Task Success. This research collected data by distributing questionnaires to 60 respondents who were users of the Tiktok Shop application. Testing research instruments using validity and reliability test calculations has been said to be valid and reliable. The level of usability of the user experience of the Tiktok Shop application has met and exceeded the goals previously determined in the goals-signal-metrics with a variable value of Happiness of 80.1%, Engagement of 78.3%, Adoption of 81%, Retention of 81.5 %, and Task Success was 81.1%. These results mean that the Tiktok Shop application has created a positive experience for its users, but further development is needed to provide a better user experience in the future.