SOCIAL LISTENING TOOLS INTERACTION DESIGN WITH USER CENTERED DESIGN APPROACH

• Main Author: Arie Motinggo, Yan
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/69110
• Institution: Institut Teknologi Bandung

The image of a brand is an important aspect considered by consumers when buying a product. One way to measure the impact of brand awareness is to examine social media. But with a broad social media coverage, the solution that can overcome all these problems is to use a social listening tool application. This application has the ability to monitor interactions between customers and non-customers on various digital platforms with a certain keyword. Currently, there are several platforms that offer social listening but many of these users report things such as the application has a layout design that makes it difficult for users to get data related to engagement from keywords, the next complaint where users feel the need for interaction with consumers. Therefore, a Social Listening Tool application is needed that supports a comprehensive understanding of engagement. The design of the application must be in accordance with the needs of the user therefore the design is carried out using a user centered design (UCD) methodology, the UCD methodology is an iterative design process where designers focus on the users and their needs in every phase of the design process. The design is carried out in two stages, namely the design of a low-fidelity prototype and a high-fidelity prototype. Usability testing is carried out to test the application's user experience goals and usability goals, which are helpful and have good utility. The results show that the prototype achieved all goals with a completion rate parameter of 100%, Single Ease Question (SEQ) with a value of 6.62 out of 7, SUS of 97.6 out of 100, and an IMI of 6.62 out of 7. Based on the results obtained, it can be concluded that the usability and user experience goals to be met from this prototype have been achieved.