PRODUCT DEVELOPMENT AT SHOES AND CARE COMPANY: INTERACTION DESIGN MOBILE WEB APPLICATION USING USER CENTERED DESIGN METHODOLOGY

• Main Author: Muhammad Andrianda, Jordan
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/80340
• Institution: Institut Teknologi Bandung

In the era of Covid-19, people are more sensitive to their health and hygiene. SAC is present in the community as a service to clean each customer's favourite shoes. Even though SAC has been around since 2013, until now they have not touched the digital realm. For this reason, innovation for SAC needs to be implemented so that in 2023 they are not left behind by competitors who are starting to become aware of digitalization. So that the implementation of digitalization can save costs and time, the approach to making digital products is through product development. To innovate through the use of product development in digital, a User-Centered Design (UCD) method approach with a Design Thinking (DT) mindset is used. The UCD process includes understanding context, specify user requirements, design solution, and evaluate. With the DT mindset, the process of emphatizing, defining, and ideation is applied to the understand context and specify user requirements so that this research will understand the usability side for users. The UCD design approach method has a solid structure as a foundation in product development but has weaknesses over time. With the addition of 5 UCD elements from Jesse James Garret, the digitalization process will be more in-depth and detailed in terms of creating interface design solutions. The result of this design approach method is a high-fidelity mobile web app prototype which was completed using Usability Testing (UT) along with Tasks and Scenarios. The results of understanding context with a mindset of DT using in-depth interviews obtained very in-depth and abundant data. The persona and pain points of each customer are the first key in development. User Flow Experience is formed along with digitalized SAC business processes. From these results, we obtain user requirements along with a minimum set of viable product features. With the 5 elements of UCD, a strong framework is formed with information architecture, low-fidelity, and high-fidelity prototypes. The final stage of the UCD iteration is to evaluate UT with a binary success rate of 90%. UT results with maze show 2072.23 seconds with 614 missed clicks for task completion. The results of quantitative data analysis with the Single Ease Question (SEQ) showed the number 6.42 and the System Usability Scale (SUS) showed the number 87.5 with quality A. Although the results of the UT quality assessment have shown very good numbers for the high-fidelity mobile web SAC prototype, It is also necessary to improve the design in a high-fidelity manner for the next iteration because the UCD design approach method has iterations until the final product can be finalized.