Analysis of Helpdesk System Development in A Manufacturing Company using Design Thinking Approach

The IT department is vital in manufacturing companies, including PT XYZ, where operations involve transforming raw materials into finished goods. With the complexity of these activities, IT support is essential for managing software and hardware that aligns with business processes. PT XYZ implemented a helpdesk system to streamline IT services but encountered communication issues in the ticketing feature, affecting system efficiency and effectiveness. This research aimed to improve communication between users and administrators to enhance efficiency in monitoring and maintaining IT infrastructure. The study used a design thinking approach, chosen for its collaborative, flexible, and adaptive nature. The process began with the empathize stage, using usability scales and in-depth interviews with users to identify pain points and gather insights. Define, ideate, and prototype stages involved brainstorming and designing solutions in collaboration with the IT team. Finally, the testing stage evaluated user feedback on the improved system. The redevelopment of the helpdesk system yielded significant results, including a 12.27-point increase in usability scale scores. Enhanced features addressed user needs effectively, and all components of the upgraded system were well-received during testing. The improvements led to more structured and systematic communication, making the helpdesk system at PT XYZ more effective and efficient.