Analysis of User Experience in the WEVERSE Application using the ITIL V3 Service Design Domain : An ENGENE Perspective in Indonesia

Emmanuela Adtrisel Saudale, Penidas Fiodinggo Tanaem

Abstract


The advancement of digital technology has transformed the way artists and fans interact through community applications such as WEVERSE. This study aims to evaluate the user experience of the WEVERSE application from the perspective of ENGENE (ENHYPEN fans) in Indonesia using the ITIL V3 Service Design domain. It also seeks to analyze the application’s service quality and provide recommendations for improvement. This research employs a quantitative approach through a survey method using a questionnaire instrument developed based on the ITIL V3 Service Design framework, which includes six subdomains: Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, Information Security Management, and Supplier Management. The sample consists of 100 respondents, determined using the Slovin formula with a 10% margin of error from an estimated population of 29,937 ENGENE members in Indonesia. Data analysis was conducted using maturity level analysis and gap analysis based on the ITIL V3 framework. The results indicate that all subdomains are at Maturity Level 4 (Managed and Measurable), with an average current maturity score of 4.07 and an expected maturity of 4.50, resulting in an average gap of 0.43. Among the subdomains, Service Catalogue Management demonstrates the best performance, with a current maturity of 4.21 and the smallest gap of 0.29, while Service Level Management records the lowest score of 3.89 and the largest gap of 0.61, making it the top priority for improvement. This study concludes that the WEVERSE application has reached the managed stage, where IT service design processes can be systematically measured and monitored. However, continuous improvement is still required to achieve the optimal target of Maturity Level 5 (Optimized).

Keywords


ENGENE, ITIL V3, maturity level, service design, weverse

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References


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DOI: https://doi.org/10.32520/stmsi.v15i3.6172

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