Perancangan Dashboard Visual Sistem Tiket Insiden di PT X Berbasis Design Thinking
Abstract
The low utilization of the incident ticketing system at PT. X, driven by the dominance of informal reporting channels, results in incomplete documentation of the information technology team’s workload and limits the organization’s ability to evaluate service performance accurately. This study aims to design an interactive visual dashboard as a supporting solution to enhance service transparency and enable users to monitor incident handling status more effectively. The study adopts a Design Thinking approach consisting of five stages: empathize, define, ideate, prototype, and testing, with a strong focus on user experience. The dashboard prototype was developed using Figma and evaluated using the System Usability Scale (SUS) with 36 respondents. The usability testing produced an average SUS score of 85.69, which falls within the Excellent category, indicating that the dashboard demonstrates a high level of usability and is well accepted by users in terms of easy to use, usefulness, interface consistency, and clarity of information. These findings suggest that transparent and easily interpretable information visualization can improve user interaction with incident reporting systems. This study contributes to development of user-centered IT service visualization solutions that support greater transparency and more accountable IT service management.
Keyword: Design Thinking; Incident Ticket System; System Usability Scale; Visual Dashboard
Abstrak
Rendahnya tingkat pemanfaatan sistem tiket insiden di PT. X, akibat dominannya pelaporan informal, mengakibatkan pencatatan beban kerja tim Teknologi Informasi tidak terdokumentasi secara lengkap serta menyulitkan evaluasi kinerja layanan. Penelitian ini bertujuan merancang dashboard visual interaktif sebagai solusi pendukung untuk meningkatkan transparansi layanan dan mempermudah pengguna memantau status penanganan insiden. Penelitian ini menggunakan pendekatan Design Thinking melalui tahapan empathize, define, ideate, prototype, dan testing yang berfokus pada pengalaman pengguna. Prototype dashboard dikembangkan menggunakan Figma dan diuji menggunakan metode System Usability Scale (SUS) terhadap 36 responden. Hasil pengujian menunjukkan skor rata-rata 85,69 dengan kategori Excellent, menunjukkan bahwa dashboard memiliki tingkat kegunaan yang tinggi serta dapat diterima dengan baik oleh pengguna dari sisi kemudahan penggunaan, konsistensi antarmuka, dan kejelasan informasi. Temuan ini menunjukkan bahwa visualisasi informasi yang transparan dan mudah dipahami dapat meningkatkan kualitas interaksi pengguna dengan sistem pelaporan insiden. Penelitian ini memberikan kontribusi pada pengembangan solusi visualisasi layanan TI yang berorientasi pada pengalaman pengguna untuk mendukung transparansi dan pengelolaan layanan TI yang lebih akuntabel.
Keywords
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