PROPOSED SOLUTION USING DESIGN THINKING AS A CREATIVE PROBLEM SOLVING TOOL (CASE STUDY : ARIE TOUR AND TRAVEL)

• Main Author: Ginting, Nuroctiana
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/74757
• Institution: Institut Teknologi Bandung

Arie Tour was first established on August 4, 2000. Initially the business services that Arie Tour offered were providing vehicles for rent, over time Arie Tour provided tour and travel consulting services for recreational tourists, tickets, paid inbound and outbound, incentive tour packages. , Umrah & Hajj and connected with hotels and travel agents around the world, supported by local governments and guide associations. The methodology used in this research is using a qualitative approach. To find out the condition of Arie Tour's company, an analysis was carried out using Design Thinking, which has 5 phases, namely, Empathize, Define, Ideate, Prototype, and Test. At the Empathy stage, an in-depth interview was also carried out with the aim of exploring and knowing what things are needed by Arie Tour's User/Staff regarding the ongoing business processes in the company. After conducting an analysis of the old business processes and obtaining several alternative ideas for company development, work was prioritized using the Eisenhower Matrix. At this stage, a re-analysis of the main needs is carried out as soon as possible by Arie Tour within the company so that he can compete with competitors and be able to maintain and develop this business. The new programs presented by Arie Tour are Project Virtual Customer Service and Booking System Ticketing, which are expected to bring changes to Business Processes so as to create work efficiency and increase productivity. The results of the analysis of this study are to find out the situation, emotions and experiences of users when they already know the business processes of working from the old system and there are also updates to new business processes. To find out these things, it is necessary to gather information and understand empathy through the Says, Does, Think, Feels.