Interface Redesign Using Design Thinking, Sentiment, Topic Modeling, and Visual Evaluation

Abstract

The digitalization era encourages the presence of various application-based services, including online shopping services. One such platform is FamiApps by FamilyMartID, developed as a convenient tool for ordering Family Mart Indonesia products. However, a low rating of 2.29 based on the latest data from Google Play Store indicates user dissatisfaction, which falls to capture the full scope of user concerns. This study aims to redesign the user interface (UI) and user experience (UX) of FamiApps by implementing Design Thinking, focusing on user needs. In the Empathize stage, sentiment analysis was conducted using the VADER method on 266 user reviews to identify negative sentiments, which were then further analyzed using Latent Dirichlet Allocation (LDA) to identify pain points. These findings served as the poundation for the Define stage to formulate user needs, followed by the Ideate and Prototype stages, incorporating Nielsen’s heuristics and Gestalt principles as interface design guidelines. The final design was evaluated using the System Usability Scale (SUS) with 35 respondents, resulting in a score of 82, categorized as “Excellent” in adjective ratings, “Acceptable” in acceptable ratings, and graded “A” in the grade scale. The findings demonstrate that a review-driven design approach can produce UI/UX solutions that are more relevant, adaptive, and contribute to enhancing user experience quality.