Supporting IFRS 17 Readiness: A Usability Case Study of Tugu’s Core Insurance System in Indonesia

Abstract

To comply with IFRS 17, Tugu Insurance implemented the Tugu Insurance Core System (TICS) in 2024 to improve policy‑data collection and accuracy. This study evaluates and improves the usability of TICS, focusing on workflows that are critical for IFRS 17 reporting. A mixed‑methods user‑centered design approach was applied, combining task‑based usability testing with standardized questionnaires (System Usability Scale and Post‑Study System Usability Questionnaire). Sixteen employees completed the questionnaires and ten participated in usability tests on the as‑is system and the redesigned prototype. The SUS score increased from 50.8 (“poor”) to 77.8 (“good”), while PSSUQ scores improved across all dimensions. The case study demonstrates how systematic usability evaluation and redesign of an insurance core systemcan directly enhance IFRS 17 readiness by reducing data‑entry problems, shortening task time, and increasing user satisfaction.