INTERACTION DESIGN OF LAPOR! WEBSITE USING USER-CENTERED DESIGN APPROACH

• Main Author: Handayani, Jessica
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/22692
• Institution: Institut Teknologi Bandung

LAPOR! (Layanan Aspirasi dan Pengaduan Online Rakyat) is an online complaint-handling service provided by the Indonesian government. Unfortunately, LAPOR! website is reported to have low effectiveness and low usability. To improve effectiveness and usability, LAPOR! must provide the most convenient way for users to meet their goals and to get what they need. <br /> <br /> <br /> <br /> The goal of this study is to create the interaction design of LAPOR! website according to users' behavior, needs, and goals in order to improve the usability of the website. To do so, the focus of LAPOR! development should be put on the citizens as the users. Therefore, user-centered design (UCD) approach is employed. In UCD process, users are involved throughout all design phases. The design phases are the following: existing product evaluation, user research, user modeling, design requirement analysis, prototype design, prototype implementation, and iterative testing. <br /> <br /> <br /> <br /> This study finds users of LAPOR! require the website to be easy-to-use. Therefore, the interaction design should be intuitive and familiar to users. Several social media features are applied to the design because these features have been familiar to users. <br /> <br /> <br /> <br /> The simplification of the reporting flow is also applied to make it easier for users. In addition to easy, the website should be able to build users’ trust. To address this issue, statistics and clear information about the reporting flow, report status, and waiting time are provided. The interaction design solution is implemented into a prototype that has been tested. The test results indicate that the solution has reached its goal. This is evidenced by the high rates of successful task completion, achieved usability goals, and usability score that is much higher than the existing score.