IMPROVING THE USER EXPERIENCE OF ELECTRIC VEHICLE CHARGING THROUGH PLN MOBILE: EVIDENCE FROM INDONESIA

Niko Siameva Uletika; Viansri Mawar Pitaloka; Amanda Sofiana; Rani Aulia Imran; Radita Dwi Putera

Niko Siameva Uletika Industrial Engineering Study Program, Engineering Faculty, Jenderal Soedirman University, Purbalingga, Jawa Tengah, 53371, Indonesia
Viansri Mawar Pitaloka Industrial Engineering Study Program, Engineering Faculty, Jenderal Soedirman University, Purbalingga, Jawa Tengah, 53371, Indonesia
Amanda Sofiana Industrial Engineering Study Program, Engineering Faculty, Jenderal Soedirman University, Purbalingga, Jawa Tengah, 53371, Indonesia
Rani Aulia Imran Industrial Engineering Study Program, Engineering Faculty, Jenderal Soedirman University, Purbalingga, Jawa Tengah, 53371, Indonesia
Radita Dwi Putera Industrial Engineering Study Program, Engineering Faculty, Jenderal Soedirman University, Purbalingga, Jawa Tengah, 53371, Indonesia

Abstract

As electric vehicle (EV) adoption grows, the usability and accessibility of digital platforms and charging infrastructure become critical for sustainable transportation. In Indonesia, PLN Mobile and its Public Electric Vehicle Charging Stations (PEVCS) play a central role in this ecosystem. Yet, users report issues such as system errors during charging and payment, limited availability, uneven distribution, damaged equipment, and long queues. To systematically identify the underlying interface flaws causing these digital friction points, this study evaluates these challenges through heuristic analysis. Five male evaluators (age 24.2 ± 6.05) applied Nielsen’s 10 heuristics and identified 21 problems. The most serious issue (severity score: 3.4) was the mismatch between the system language and user expectations, along with unclear error messages that hindered users' ability to understand and resolve issues. The most common problems (19.04%) are related to the visibility of system status and aesthetic and minimalist design. These findings offer actionable insights to enhance user-centered EV infrastructure and promote sustainable mobility in developing contexts.