Pendekatan Design Thinking Untuk Peningkatan Pengalaman Pengguna Pada Pemesanan Suku Cadang Industri Tekstil

Ramadhan, Rachmat (2026) Pendekatan Design Thinking Untuk Peningkatan Pengalaman Pengguna Pada Pemesanan Suku Cadang Industri Tekstil. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Industri tekstil merupakan sektor penting dalam perekonomian Indonesia. PT XYZ sebagai distributor mesin tekstil merek X menyediakan mesin dan layanan purna jual, termasuk suku cadang. Namun, pada periode 2024 hingga pertengahan 2025 masih ditemukan kesalahan pemesanan berupa ketidaksesuaian part number, perbedaan tipe mesin, dan pemesanan komponen yang sudah tidak diproduksi, meskipun informasi mesin dan katalog digital telah tersedia pada aplikasi Service Online. Penelitian ini bertujuan mengidentifikasi penyebab kesalahan tersebut dan merancang pengalaman pemesanan suku cadang yang lebih terintegrasi.
Penelitian menggunakan pendekatan Design Thinking melalui tahap empathize, define, ideate, prototype, dan test. Kebutuhan pengguna diperoleh melalui wawancara pelanggan dan staf internal PT XYZ, kemudian diterjemahkan menjadi persona, Customer Journey Map, Empathy Map, Point of View, How Might We, Value Proposition Canvas, sitemap, dan prototipe interaktif. Pengujian formatif dilakukan terhadap sepuluh responden menggunakan Maze, System Usability Scale (SUS), dan User Experience Questionnaire (UEQ).
Hasil tahap empathize menunjukkan bahwa kesalahan pemesanan dipengaruhi oleh belum terintegrasinya informasi tipe mesin, katalog suku cadang, perubahan part number, dan proses pemesanan. Prototipe menghubungkan pemilihan mesin, Part Book, visual dan detail komponen, notifikasi pembaruan, pemeriksaan part, keranjang, checkout, serta estimasi kedatangan. Seluruh sembilan tugas pada Maze memperoleh success rate 100% dan drop-off 0%. Skor SUS sebesar 78,25 menunjukkan tingkat kegunaan yang baik dan dapat diterima, sedangkan seluruh skala UEQ bernilai positif. Misclick tertinggi terdapat pada Add to cart sebesar 64,3%, sehingga kejelasan elemen interaktif menjadi prioritas iterasi. Efektivitas prototipe terhadap transaksi aktual masih perlu diuji setelah implementasi pada sistem produksi.
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The textile industry is an important sector of the Indonesian economy. PT XYZ, a distributor of brand X textile machinery, supports industrial operations by providing machinery and after-sales services, including spare parts. However, from 2024 to mid-2025, ordering errors persisted, including incorrect part numbers, mismatched machine types, and orders for discontinued components, despite the availability of machine information and digital catalogs in the Service Online application. This study aims to identify the causes of ordering errors and design a more integrated spare parts ordering experience.
The study employed the Design Thinking approach through the empathize, define, ideate, prototype, and test stages. User needs were identified through interviews with customers and PT XYZ internal staff and were translated into personas, Customer Journey Maps, Empathy Maps, Point of View statements, How Might We questions, a Value Proposition Canvas, a sitemap, and an interactive prototype. Formative evaluation was conducted with ten respondents using Maze, the System Usability Scale (SUS), and the User Experience Questionnaire (UEQ).
The empathize stage revealed that ordering errors were influenced by the lack of integration among machine-type information, spare parts catalogs, part-number changes, and the ordering process. The resulting prototype connects machine selection, the Part Book, component visuals and details, update notifications, part checking, the shopping cart, checkout, and estimated arrival information. All nine Maze tasks achieved a 100% success rate and a 0% drop-off rate. The SUS score of 78.25 indicated good and acceptable usability, while all UEQ scales received positive scores. The highest misclick rate occurred in the Add to cart task at 64.3%, making the clarity of interactive elements the main iteration priority. The prototype has the potential to reduce identification and ordering errors; however, its effectiveness in actual transactions must be evaluated after implementation in the production system.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Design Thinking, pemesanan suku cadang, pengalaman pengguna, SUS, UEQ
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Rachmat Ramadhan
Date Deposited:	04 Aug 2026 03:39
Last Modified:	04 Aug 2026 03:39
URI:	http://repository.its.ac.id/id/eprint/142155

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