Implementasi Metode Human-Centered Design (HCD) dalam Transformasi Digital Layanan Adminduk: Redesign Layanan Berbasis WhatsApp ke Portal Terintegrasi (Studi Kasus: Disdukcapil Polewali Mandar)
DOI:
https://doi.org/10.37253/joint.v7i1.12059Keywords:
Digital Transformation, Human-Centered Design (HCD),, Public Services, UI/UX, WhatsAppAbstract
The digital transformation of population administration (Adminduk) services in Polewali Mandar currently relies heavily on WhatsApp-based service innovations. While accessible, this model creates significant usability issues: unstructured service flows, lacks transparency in status tracking, and places a burden on both users and operators. This research aims to redesign this chat-based service into an efficient, integrated service portal. The method used is Human-Centered Design (HCD). This process involves qualitative analysis to map the User Journey Map and identify critical pain points within the current WhatsApp service flow. These findings will form the basis for designing a high-fidelity prototype of a service portal.
The expected outcome is a functional Adminduk portal prototype that demonstrates an intuitive guided flow and transparent status tracking features. This design offers a concrete solution for the digital transformation of Adminduk services to be more accountable and user-centered.
Downloads
References
Digital Government in Peru. in OECD Digital Government Studies. OECD, 2019. doi: 10.1787/0c1eb85b-en.
F. Bannister and R. Connolly, “ICT, public values and transformative government: A framework and programme for research,” Gov. Inf. Q., vol. 31, no. 1, pp. 119–128, 2014, doi: https://doi.org/10.1016/j.giq.2013.06.002.
“Undang Undang No 24 Tahun-2013,” 2013.
V. Indama, “Digital Governance: Citizen Perceptions and Expectations of Online Public Services,” vol. 1, no. 2, pp. 12–18, 2022, doi: 10.61838/kman.isslp.1.2.3.
A. Setyawan, “Enhancing Public Service Delivery Through Digital Transformation: A Study on the Role of E-Government in Modern Public Administration,” Global International Journal of Innovative Research, vol. 2, no. 10, pp. 2439–2453, 2024, doi: 10.59613/global.v2i10.340.
H. Scholta, W. Mertens, M. Kowalkiewicz, and J. Becker, “From one-stop shop to no-stop shop: An e-government stage model,” Gov. Inf. Q., vol. 36, no. 1, pp. 11–26, 2019, doi: https://doi.org/10.1016/j.giq.2018.11.010.
R. Lyzara, B. Purwandari, M. F. Zulfikar, H. B. Santoso, and I. Solichah, “E-Government Usability Evaluation: Insights from A Systematic Literature Review,” in Proceedings of the 2nd International Conference on Software Engineering and Information Management, in ICSIM ’19. New York, NY, USA: Association for Computing Machinery, 2019, pp. 249–253. doi: 10.1145/3305160.3305178.
E. Nurmiati, “ANALISIS KEPUASAN PENGGUNA WHATSAPP SEBAGAI MEDIA KNOWLEDGE SHARING MENGGUNAKAN METODE PIECES,” 2022, doi: 10.24853/jurtek.14.1.61-68.
“Dinas Kependudukan dan Pencatatan Sipil.” Accessed: Nov. 09, 2025. [Online]. Available: https://dinasdukcapil.polmankab.go.id/Front/detail/data-agregat
G. Putu, A. P. Wulantari, N. Kadek, A. Wirdiani, and P. Wira Buana, “Penerapan Metode Human Centered Design Dalam Perancangan User Interface (Studi Kasus: PT.X),” 2021.
“ISO 9241-210:2019 - Ergonomics of human-system interaction — Part 210: Human-centred design for interactive systems.” Accessed: Nov. 10, 2025. [Online]. Available: https://www.iso.org/standard/77520.html
.png){kind=small}
