Innovative models to enhance user experience in JMO mobile: A case study of migrant workers in East Java, Indonesia

This study aims to explore the factors influencing the intention to use and user experience of the JMO application among migrant workers. The methodology employed a mixed-method approach, combining both quantitative and qualitative data collection from migrant workers using the application. Quantitative data was gathered through surveys measuring the impact of various factors, such as ease of use, user satisfaction, accessibility, reliability, interface design, and emotional engagement on the intention to use the application. Qualitative data was collected through in-depth interviews to identify barriers in user experience and potential improvements. Key findings indicate that ease of use, accessibility, reliability, and interface design significantly influence the intention to use the application, while user satisfaction and emotional engagement did not show the same impact. This study contributes by providing insights into the importance of functional factors in enhancing the intention to use digital applications. The implications of these findings suggest that BPJS Ketenagakerjaan should focus on simplifying the interface design, improving responsiveness, and ensuring system reliability to enhance user experience and drive broader adoption of the application. The originality of this research lies in its comprehensive application of mixed methods to evaluate user experience among Indonesian migrant workers (PMI), and in its theoretical integration of Rogers Diffusion of Innovations framework to formulate data-driven, context-specific policy recommendations for inclusive and sustainable digital service transformation. © 2025 The Authors