Creating A Pet Shop Whatsapp Chatbot To Increase Engagement Using Design Thinking Method

Muluk, Nethaneel (2024) Creating A Pet Shop Whatsapp Chatbot To Increase Engagement Using Design Thinking Method. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

The increasing growth of pet shops is in line with increasing public concern for the welfare
of their pets. This research attemptsto answer actual problems faced by customers when making
transactions at pet shops. Chatbots were introduced as an efficient tool to manage orders,
provide confirmations and guide customers through the payment process. This innovative
approach aligns with Omji's dedication to simplifying pet care and making it accessible to all
enthusiasts. By integrating physical and digital platforms, this research aims to improve the
overall customer experience. By applying the Design Thinking approach as the main method,
this research seeks to produce innovative solutions to the challenges faced by pet shop
customers. Inspired by the five design phases of Design Thinking; empathize, define, create
ideas, create prototypes, and test, research is carried out systematically at each stage. The
WhatsApp-based chatbot application was developed to automate responses to customer queries,
ensuring timely assistance and information regarding pet products. The latest results show that
the Omji Petshop chatbot is able to provide accurate product, price, stock and store location
information, as well as helping customers find out operating hours. Feedback from users shows
high levels of satisfaction, although there are some areas that need improvement, such as
location accuracy and the addition of animal care content. The hope is that the practical benefits
of developing a chatbot application can contribute to the creation of a smoother and more
efficient customer service experience, as well as realizing the potential of the proposed
approach to address identified problems in pet shop transactions.
Keywords: Chatbot, Design Thinking, Customer Experience, Pet Care

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kata kunci: Chatbot, Pemikiran Desain, Pengalaman Pelanggan, Perawatan Hewan Peliharaan Keywords: Chatbot, Design Thinking, Customer Experience, Pet Care
Subjects:	T Technology > T Technology (General)
Divisions:	Faculty of Information Technology > Information System > 57201-(S1) Undergraduate Thesis
Depositing User:	Nethaneel Muluk
Date Deposited:	01 Aug 2024 02:06
Last Modified:	01 Aug 2024 02:06
URI:	http://repository.its.ac.id/id/eprint/109584

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