Perancangan Model AI Collection Assistant Berbasis Perilaku Debitur dan Kepatuhan Regulatori Menggunakan Pendekatan Design Thinking

Ningsih, Vivi Linda Putri Rahayu (2026) Perancangan Model AI Collection Assistant Berbasis Perilaku Debitur dan Kepatuhan Regulatori Menggunakan Pendekatan Design Thinking. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Perkembangan layanan pendanaan bersama (fintech P2P lending) di Indonesia membuka akses pembiayaan, namun masih menyisakan persoalan etika dan efektivitas penagihan. Meskipun OJK telah mengatur perlindungan konsumen dan tata cara penagihan melalui peraturan yang berlaku, pengaduan terkait perilaku penagihan yang agresif dan tidak empatik tetap tinggi. Kondisi tersebut menimbulkan kebutuhan akan sistem penagihan digital yang patuh regulasi dan berorientasi empati. Fokus penelitian menghasilkan prototipe sistem dukungan penagihan otomatis yang menjaga komunikasi etis dan manusiawi. Penelitian ini menggunakan pendekatan Stanford Design Thinking dengan 5 (lima) tahapan, yaitu empathize, define, ideate, prototype, dan test. Data dikumpulkan melalui kuesioner empathy map kepada debitur, kuesioner System Usability Scale (SUS) kepada debitur dan pemangku kepentingan internal, serta wawancara dengan Collection Manager untuk memperkuat temuan. Analisis data dilakukan secara kuantitatif untuk mengungkapkan data terkait penilaian prototype yang dikembangkan dan kualitatif untuk memahami pola kebutuhan pengguna, menilai kelayakan rancangan, serta mengkaji potensi penerapan AI dalam proses penagihan digital. Hasil penelitian diharapkan menghasilkan prototipe sistem penagihan otomatis yang menjaga komunikasi etis dan manusiawi, dan berorientasi empati, sehingga menjadi solusi inovatif bagi industri fintech dalam meningkatkan interaksi dan kepatuhan debitur.
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The growth of peer-to-peer (P2P) lending fintech services in Indonesia has expanded access to financing. However, ethical and effectiveness issues in the debt collection process persist. Although the Financial Services Authority (OJK) has established regulations governing consumer protection and collection practices, complaints related to aggressive and non-empathetic collection behavior remain high. This condition indicates the need for a digital collection system that is both regulatorily compliant and empathy-oriented. This study focuses on the development of a prototype for an automated collection support system designed to maintain ethical, humane, and empathetic communication. This research employs the Stanford Design Thinking approach, which consists of five stages: empathize, define, ideate, prototype, and test. Data were collected through an empathy map questionnaire administered to debtors, a System Usability Scale (SUS) questionnaire distributed to both debtors and internal stakeholders, and interviews with a Collection Manager to strengthen the findings. Data analysis was conducted quantitatively to assess evaluations of the developed prototype and qualitatively to understand user needs patterns, evaluate the feasibility of the design, and examine the potential application of AI in digital collection processes. The expected outcome of this study is an automated collection system prototype that upholds ethical, humane, and empathy-oriented communication, thereby offering an innovative solution for the fintech industry in improving debtor interaction and compliance.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Design Thinking, Fintech, Kecerdasan Buatan, Perilaku Debitur, Penagihan Digital, Artificial Intelligence, Debtor Behavior, Digital Collection
Subjects:	H Social Sciences > HG Finance > HG3751 Credit--Management. T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 78201-System And Technology Innovation
Depositing User:	Vivi Linda Putri Rahayu Ningsih
Date Deposited:	30 Jul 2026 04:51
Last Modified:	30 Jul 2026 04:51
URI:	http://repository.its.ac.id/id/eprint/140989

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