THE DESIGN OF INSTANT MESSAGING APPLICATION USING QUALITY FUNCTION DEPLOYMENT (QFD) AND KANO MODEL (CASE STUDY : KIWARI CHAT)

• Main Author: RISETYANINGRUM, ANNISA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/43392
• Institution: Institut Teknologi Bandung

Kiwari Chat is an instant messaging application created by Indonesia’s very own startup that can guarantee smooth and secure communication through the internet. As a startup that is still developing, there is a risk of failure due to improper service development and constant change in user’s needs. Startups must be able to innovate continuously in meeting user’s needs without sacrificing its vision and mission. The use of lean startup methodology allows startups to innovate gradually with a minimum cost and time. Previously, Kiwari Chat has launched its application with minimum feasible features based only on benchmarking with major competitors. Right now, the company needs to design its services based on real needs of the target segment to meet the main principle of lean startup. The aim of this research is to design an mobile instant messaging service that can increase user satisfaction and overall quality. By integrating quality function deployment (QFD) and Kano Model, 16 attributes of user needs and 26 related technical response have been identified that need to be met by Kiwari Chat gradually. The final concept was chosen with 16 new features for the Kiwari Chat application. One of the features is the existence of digital wallet within the app to met the needs of user in doing transactions such as paying electric bills, internet bills and etc. There are also stickers with Kiwari Chat’s original characters that have been developed. To explain the concept in more detailed manner, process modelling have been done with Business Process Modeling and Notations (BPMN) method and the development of interface display mockups for these new features. It can be concluded that the results of this research have met the needs of Kiwari Chat, which is doing innovation for its instant messaging service based on the real needs of users.