Perancangan UI/UX Aplikasi Pemesanan untuk Mengurangi Antrian Pelanggan di Coffe Shop AMPM Reborn Menggunakan Metode Design Thinking

Maanary, Michellino Apriliandio (2025) Perancangan UI/UX Aplikasi Pemesanan untuk Mengurangi Antrian Pelanggan di Coffe Shop AMPM Reborn Menggunakan Metode Design Thinking. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

AMPM Reborn merupakan salah satu Coffee Shop di Kabupaten Sidoarjo yang mengalami peningkatan jumlah pengunjung secara signifikan, terutama pada akhir pekan. Lonjakan pengunjung yang terjadi pada hari Sabtu pukul 19.00–23.00 mengakibatkan antrian panjang di kasir dengan waktu tunggu mencapai 20–30 menit serta penumpukan pesanan lebih dari 20 pelanggan dalam satu waktu. Kondisi tersebut menunjukkan bahwa sistem pemesanan manual yang digunakan belum mampu mendukung kebutuhan operasional secara optimal, sehingga berdampak pada menurunnya kenyamanan pelanggan serta rendahnya efisiensi pelayanan. Penelitian ini bertujuan untuk merancang UI/UX website sistem pemesanan sebagai solusi digital yang diharapkan mampu mempercepat proses transaksi, mengurangi beban kerja kasir, serta meminimalkan antrian pelanggan. Metode yang digunakan dalam penelitian ini adalah Design Thinking yang meliputi lima tahap, yaitu empathize, define, ideate, prototype, dan test. Pada tahap empathize, dilakukan observasi langsung dan wawancara terhadap pengunjung serta pihak manajemen untuk mengidentifikasi permasalahan dan kebutuhan pengguna. Hasil analisis kemudian dituangkan dalam bentuk affinity diagram, empathy map, dan user persona. Tahap ideate menghasilkan Flowchart, user flow, dan wireframe sebagai dasar perancangan solusi. Selanjutnya, prototipe antarmuka dikembangkan menggunakan Figma dan Visily, kemudian diuji melalui usability testing menggunakan platform Maze dan dievaluasi menggunakan System Usability Scale (SUS). Hasil penelitian menunjukkan bahwa rancangan antarmuka yang dihasilkan mampu menyederhanakan alur pemesanan, meningkatkan kejelasan informasi, serta mempermudah pengguna dalam melakukan transaksi. Dengan demikian, perancangan UI/UX website ini berpotensi meningkatkan pengalaman pelanggan, mengurangi antrian kasir, dan membantu AMPM Reborn dalam mengoptimalkan proses pelayanan.

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