Optimalisasi User Experience pada Learning Management System untuk Menunjang Pembelajaran Frontliner Menggunakan Design Thinking

Larasati, Indrihana Kharismaning (2026) Optimalisasi User Experience pada Learning Management System untuk Menunjang Pembelajaran Frontliner Menggunakan Design Thinking. Masters thesis, Institur Teknologi Sepuluh Nopember.

Text 6032241111-MASTER_THESIS.pdf - Accepted Version Restricted to Repository staff only Download (17MB) | Request a copy

Abstract

Penelitian ini meneliti permasalahan usability pada LMS dari Bank XYZ, digunakan oleh pekerja Frontliner yang memiliki keterbatasan waktu karena jam pelayanan yang cukup sibuk. Evaluasi awal dari LMS menunjukkan bahwa pengguna kesulitan dalam menemukan kursus wajib dan evaluasi, hal ini membuktikan bahwa ada kelemahan pada findability, discoverability dari fitur/konten, content relevancy dan information clarity. Dengan menggunakan metode Design Thinking (Empathize, Define, Ideation, Prototyping dan Testing) dengan 6 partisipan Frontliner (Teller, Customer Service dan Security), penelitian ini berhasil mengidentifikasi kategori-kategori permasalahan yang kemudian diselesaikan melalui perancangan ulang dengan memperhatikan prinsip-prinsip Andragogy dan UX. Hasil dari evaluasi kepuasan menggunakan SUS dan Usability Testing menunjukkan bahwa ada peningkatan pada tingkat kepuasan yakni dari 65.42 menjadi 90.83 setelah redesign dilakukan, hasil ini berada di atas dari standar Sauro (2011) yakni 68 seiring dengan peningkatan success rates dan penurunan time spent dari setiap skenario pengujian. Temuan ini menunjukkan bahwa Design Thinking, dipadukan dengan prinsip-prinsip pembelajaran dewasa, dapat membantu menyelesaikan permasalahan usability pada LMS dan mendukung akses pembelajaran menjadi lebih efektif.
====================================================================================================================================
This study examines usability issues in Bank XYZ's Learning Management System (LMS), used by Frontliner employees who have limited learning time due to strict service-hour schedules. An initial evaluation revealed that users struggled to find mandatory courses and evaluations, reflecting weaknesses in findability, features/contents discoverability, content relevancy regarding the Homepage and information clarity. Using the Design Thinking approach (Empathize, Define, Ideation, Prototyping, Testing) with six Frontliner participants (Teller, Customer Service and Security), the study identified key problem areas and translated them into design improvements guided by Andragogy and UX principles. The results of the satisfaction evaluation using SUS and usability testing show a substantial increase in satisfaction level, from 65.42 to 90.83 following the redesign. This result exceeds the benchmark proposed by Sauro (2011) of 68, and is accompanied by an increase in task success rates and a decrease in time spent across each testing scenario. These findings indicates that Design Thinking, combined with adult- learning principles, has the potential to help address usability issues in the LMS and support more effective access to learning.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	LMS, Frontliner, Usability, Design Thinking Framework, Andragogy
Subjects:	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:	Indrihana Kharismaning Larasati
Date Deposited:	05 Aug 2026 02:36
Last Modified:	05 Aug 2026 02:36
URI:	http://repository.its.ac.id/id/eprint/143858

Actions (login required)

View Item