PERANCANGAN UI/UX SISTEM LAYANAN SERVIS ELEKTRONIK PANGGILAN KLIKSERVIS DENGAN METODE DESIGN THINKING
DOI:
https://doi.org/10.25134/digibe.v4i2.611Keywords:
Design Thinking, UI/UX, User Experience, perancangan sistem, sistem layanan servis elektronikAbstract
Perkembangan teknologi digital telah mengubah cara masyarakat memperoleh layanan servis elektronik, namun pengguna masih menghadapi kendala seperti sulitnya menemukan teknisi terpercaya, minimnya transparansi biaya, tidak tersedianya informasi status pengerjaan secara real-time, serta ketidakpraktisan membawa perangkat elektronik berukuran besar ke tempat servis. Penelitian ini bertujuan merancang User Interface (UI) dan User Experience (UX) aplikasi KlikServis yang berfokus pada kemudahan penggunaan, transparansi layanan, dan peningkatan kepercayaan pengguna. Metode yang digunakan adalah Design Thinking yang terdiri atas lima tahap, yaitu empathize, define, ideate, prototype, dan test. Data dikumpulkan melalui wawancara semi-terstruktur terhadap lima responden sesuai target pengguna, kemudian dianalisis menggunakan User Persona dan User Journey Map untuk menyusun perencanaan fitur. Hasil penelitian menunjukkan bahwa rancangan KlikServis mampu menjawab permasalahan utama pengguna melalui fitur verifikasi teknisi, estimasi biaya sebelum pengerjaan, pelacakan teknisi secara real-time, sistem rating dan ulasan, serta pembayaran digital. Pengujian usability dengan metode System Usability Scale (SUS) terhadap lima responden menghasilkan skor rata-rata 82,5 yang termasuk kategori Excellent. Dapat disimpulkan bahwa perancangan UI/UX KlikServis berhasil menghasilkan prototype yang sesuai dengan kebutuhan pengguna dan memiliki tingkat usability yang baik, sehingga dapat menjadi acuan pengembangan aplikasi layanan servis elektronik berbasis mobile.
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