Evaluasi dan Perancangan Ulang Tampilan Antarmuka Sistem CRM menggunakan metode Design Thinking dengan metode pengujian System Usability Scale (SUS)

Abstract

Customer Relationship Management (CRM) systems play an important role in supporting customer and prospect management activities within organizations. However, a preliminary study involving five active users of PT Gloglo's CRM system identified several usability issues, including inefficient workflows, unclear information hierarchy, inadequate visual indicators, and poor usability on mobile devices. This study aimed to evaluate and redesign the CRM user interface based on user needs using the Design Thinking approach. The research was conducted through the stages of empathize, define, ideate, prototype, and test. Data were collected through interviews and observations involving active CRM users. The resulting prototype was evaluated using an Alpha-Beta Testing approach. Alpha testing was conducted through expert reviews involving three UI/UX and interface development experts, while beta testing was carried out using the System Usability Scale (SUS) with 15 active CRM users. The alpha testing results indicated that the prototype met user requirements but still required improvements in information hierarchy, visual consistency, and interface responsiveness. The beta testing results showed that the prototype achieved a SUS score of 87.17, categorized as Acceptable, receiving a Grade Scale B and an Excellent adjective rating. The findings indicate that the application of the Design Thinking method successfully produced a CRM interface design with a high level of usability and better alignment with user needs.