Analisis Pengalaman Pengguna Pada Aplikasi Discord Menggunakan Heart Framework

Abstract

Discord is a digital communication platform that provides various features to support communication, communities, work, gaming, and education. The diversity of these features may affect users’ experience in understanding and utilizing them optimally. This study aims to evaluate the User Experience (UX) of the Discord application using the HEART Framework, which consists of Happiness, Engagement, Adoption, Retention, and Task Success. This study employed a quantitative approach using a survey method involving 237 Discord users who were at least 16 years old, had used Discord for at least three months, and were still actively using the application. The research instrument was tested through a pilot test involving 41 respondents and was declared valid and reliable. The results showed that Happiness scored 82.91%, Engagement 80.23%, Adoption 66.72%, Retention 83.07%, and Task Success 81.80%. Four dimensions met the target goal of 80%, while Adoption did not meet the target and had the lowest score. This indicates that users have not fully understood and utilized the various features available on Discord. Therefore, improvements in onboarding, navigation simplification, user guides, and feature discoverability are needed to help users better understand and utilize the available features.