Evaluation and implementation of cognitive ergonomics in e-wallet redesign to reduce experience effort of e-wallet user

Communication technology in Indonesia is growing rapidly and has an impact on the changing behaviour of Indonesian people, which makes industrial sectors use technology as the value of its products. One example of industry that use technology as the value of its product is payment gateway. It is also supported by Indonesia which is now entering the cashless era. E-wallet is one of payment gateway product that has the potential to be a product of the ideal payment. E-wallet is an electronic wallet that is basically a part of server-based electronic money. However, its current use is still not much demanded by the public because e-wallet products that currently use by most people are difficult and require big effort in its use. Whereas as a product which adopt a “wallet” concept, e-wallet should be equipped with the experience of using a physical wallet those are low-effort experience and ease of use. Therefore, this study aims to evaluate mobile e-wallet application by measuring cognitive load resources and evaluating user experience of e-wallet, then providing new design output that comes with the experience of using physical / conventional wallets and more user oriented. Evaluation was performed on e-wallet application object, namely OVO Wallet, with performance metrics and self-reported metrics measurement. The results of these evaluations will serve as the basis for designing new designs of e-wallet products.