Riset Pengalaman Pengguna Aplikasi Preventive Maintenance Perusahaan Ritel Menggunakan Double Diamond Framework

Abstract

PT XYZ melakukan ceklis preventive maintenance secara periodik pada peralatan dan fasilitas toko melalui Departemen Building and Technical Support Maintenance (TSM) Development untuk menjaga kelancaran operasional perusahaan. Namun, pengembangan sistem preventive maintenance di PT XYZ saat ini belum didukung dokumentasi riset pengalaman pengguna, sehingga berisiko menghasilkan aplikasi yang tidak tepat guna. Oleh karena itu, penelitian ini bertujuan mengidentifikasi kebutuhan serta permasalahan pemangku kepentingan internal secara sistematis sebagai landasan strategis perancangan aplikasi yang berpusat pada pengguna. Penelitian ini menggunakan Double Diamond framework yang berfokus pada fase finding the right problem melalui tahap discover dan define. Data penelitian diperoleh melalui wawancara semi-terstruktur terhadap 14 partisipan yang kemudian dianalisis secara tematik untuk mengekstraksi kebutuhan pengguna. Partisipan meliputi Branch Maintenance Technician (BMT), koordinator cabang, Technical Support Maintenance (TSM) regional manager, dan karyawan Head Office (HO). Hasil penelitian menunjukkan bahwa pengguna mengalami permasalahan berupa monitoring melalui pengolahan data manual, input ceklis yang rentan terhadap human error, dan hasil ceklis yang belum sepenuhnya dapat dipercaya sebagai dasar tindak lanjut. Hasil penelitian didokumentasikan melalui empathy map, user journey map, user persona, dan How Might We (HMW) question. Keempat artefak desain tersebut menghasilkan rumusan kebutuhan pengguna yang digunakan sebagai cetak biru fundamental dalam perancangan prototipe aplikasi preventive maintenance.

PT XYZ conducts periodic preventive maintenance checks on store equipment and facilities through the Building and Technical Support Maintenance (TSM) Development Department to maintain the company's smooth operations. However, the development of preventive maintenance systems at PT XYZ is currently not supported by user experience research documentation, so there is a risk of producing inappropriate applications. Therefore, this research aims to systematically identify the needs and problems of internal stakeholders as a strategic foundation for user-centered application design. This research uses the Double Diamond framework which focuses on the phase of finding the right problem through the discover and define stages. The research data was obtained through semi-structured interviews with 14 participants which were then analyzed thematically to extract user needs. Participants include Branch Maintenance Technicians (BMT), branch coordinators, Technical Support Maintenance (TSM) regional managers, and Head Office (HO) employees. The results of the study showed that users experienced problems in the form of monitoring through manual data processing, check inputs that were prone to human error, and check results that were not fully reliable as the basis for follow-up. The results of the study were documented through empathy maps, user journey maps, user personas, and How Might We (HMW) questions. The four design artifacts resulted in a validated formulation of user needs as a fundamental blueprint in designing a prototype of a preventive maintenance application.