Peningkatan Desain Layanan dan Customer Experience Sosial Media Komunitas Perajin Tenun Tradisional (Studi Kasus: Gedog Lowo)

Authors

  • Fajar Ciptandi Telkom University https://orcid.org/0000-0003-2132-4146
  • Rahman Abdul Razak Telkom University
  • Dewi Shintya Pratiwi Telkom University
  • Galih Mandala Putra Telkom University
  • Sri Maharani Budi Telkom University
  • Mochammad Sigit Ramadhan Telkom University

DOI:

https://doi.org/10.33633/andharupa.v9i03.7073

Abstract

Abstrak Perkembangan teknologi internet di abad 21 terjadi dengan sangat pesat dan berdampak pada percepatan perputaran informasi produk atau jasa dan pengambilan keputusan bisnis yang cukup masif antara pelaku bisnis dan konsumen. Media sosial, adalah salah satu perkembangan tersebut, dimana pelaku bisnis diharapkan mampu memaksimalkan fitur yang terdapat di dalamnya untuk digunakan dalam pelayanan dengan pengalaman yang positif kepada pelanggan. Penelitian untuk desain ini menggunakan pendekatan kualitatif melalui metode validasi triangulasi sumber data di dalam framework design thinking, yang meliputi tahap empathize, define, ideate, prototyping, dan testing, dengan studi kasus Gedog Lowo sebagai objek penelitian. Penelitian ini bertujuan pada terciptanya alternatif desain layanan (service design) pada media sosial Instagram dan Whats App Gedog Lowo. Penelitian menghasilkan pengembangan bisnis value sesuai dengan yang ditentukan oleh Gedog Lowo untuk meningkatkan reputasi perusahaan. Kata Kunci: customer experience, Gedog Lowo, media sosial, service design AbstractThe development of internet technology in the 21st century is occurring very rapidly and has an impact on the acceleration of the barely massive circulation of product or service information and business decision-making between business people and consumers. Social media is one of these developments, where business people are expected to be able to maximize the features contained in it to be used in services with a positive experience for customers. Research for this design uses a qualitative approach through the triangulation validation method of data sources within the design thinking framework, which includes the empathize, define, ideate, prototyping, and testing stages, with the Gedog Lowo case study as the research object. This research aims to create alternative service designs on the social media Instagram and Whats App Gedog Lowo. The research resulted in the development of business value as determined by Gedog Lowo to improve the company's reputation. Keywords: customer experience, gedog lowo, service design, social media

Author Biographies

Fajar Ciptandi, Telkom University

Program Studi S2 Desai

Rahman Abdul Razak, Telkom University

Program Studi S2 Desain

Dewi Shintya Pratiwi, Telkom University

Program Studi S2 Desain

Galih Mandala Putra, Telkom University

Program Studi S2 Desain

Sri Maharani Budi, Telkom University

Program Studi Desain Komunikasi Visual

Mochammad Sigit Ramadhan, Telkom University

Program Studi Kriya

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Published

2024-06-19

Issue

Vol. 9 No. 03 (2023): September 2023

Section

Articles

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