Rancang Bangun Sistem Informasi Layanan Perbaikan Rumah Berbasis Web Menggunakan Metode User Centered Design (UCD)

Abstract

Home repair services in the Buana Vista Indah 1 housing complex, Batam City, currently operate informally through recommendations from acquaintances and social media. Consequently, customers struggle to find suitable technicians, lack information on costs and technician track records, and find it difficult to monitor work progress; meanwhile, technicians face challenges in acquiring customers and maintaining records of their work history. This research involved designing and developing a web-based home repair service information system using a User Centered Design (UCD) approach, comprising four stages: understanding and specifying the context of use, specifying user requirements, producing design solutions, and evaluating the design against requirements. User requirements were identified through observations and questionnaires involving 50 customers and 10 technicians selected via purposive sampling. The system was built using the Laravel framework and a MySQL database, featuring registration and login, service booking, status monitoring, ratings and reviews, technician verification, and service statistics. Black Box Testing across 15 scenarios demonstrated a 100% success rate. A System Usability Scale (SUS) evaluation involving 60 respondents yielded an average score of 82.42 (categorized as acceptable, Grade A, and Good). User Acceptance Testing with 10 customers and 5 technicians showed that seven out of eight key requirements were fully met, while one—cost clarity—was partially met. Thus, the developed system addresses the majority of user needs and is well-received by both customers and technicians.