Articles

Optimizing User Experience: A Data-Driven Approach to Enhancing B2B Invoicing Efficiency across Multiple Platforms PT Pakar Digital Global

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This study is a deep dive into applying data-driven decision-making strategies to enhance user experience and efficiency in B2B invoicing across multiple platforms at Paper.id. Given the fintech industry’s rapid evolution, maintaining a competitive edge requires constant innovation, particularly in user activation and retention within the first month of usage. This research employs a comprehensive data analysis framework, integrating Time Series Analysis, Descriptive Analysis, and Correlation Analysis methods to extract actionable insights from user data stored in MySQL databases. The study also incorporates strategic planning tools like SWOT and TOWS analysis to identify and implement UI/UX enhancements using the Agile Scrum methodology. The effectiveness of these interventions is evaluated through a robust post-analysis, comparing metrics before and after the implementation across mobile and desktop platforms. Results demonstrate a significant improvement in user activation and retention rates on mobile platforms, validating the efficacy of the applied strategies. This paper contributes valuable insights into optimizing user experience in a dynamic market, emphasizing a structured, iterative approach to achieving sustained user engagement and business growth.

Investigating Factors Influencing Customer Churn in the Online Bill Payment Services

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In Indonesia’s growing digital economy, the high churn rate in online services, such as bill payment platforms, is a critical concern. An example is BillsXYZ, a pseudonym used in this research for confidentiality, where similar services are readily available, and customer switching is effortless. The study conducted an analysis of the external environment to gain insights into the competitive landscape of the market. Using the Theory of Planned Behavior, a framework including key elements like customer experience and satisfaction, price and promotions, service quality, social influence, brand image, ease of use, and features of the service. The research involved 110 survey participants and four detailed interviews. Key findings from the analysis indicate that while there is moderate satisfaction with the online bill payment service, there are areas that require improvement, including recurring payment failures, limited availability of certain payment methods, and insufficient awareness of certain features. To address these issues and enhance customer retention, recommendations were put forth, such as increasing feature awareness, improving service quality, and implementing strategic promotions. This study provides valuable insights for online bill payment services to improve customer retention strategies.