Strategic Digital Transformation in Procurement: A Design Thinking Study at PT. Telkomsel

Introduction: This study investigates the strategic digital transformation of procurement processes at PT. Telkomsel. The objective is to enhance efficiency, transparency, and agility within a traditionally manual procurement system by leveraging a human-centred, design-minded approach aligned with organisational goals. Methods: A qualitative research design was adopted, involving in-depth interviews with eight key stakeholders across various organisational levels who are directly involved in procurement. The study applied the five iterative stages of design thinking—Understand, Define, Ideate, Prototype, and Test—to identify bottlenecks, co-create digital solutions, and develop a tailored e-procurement prototype. Results: The design thinking approach led to the identification of critical pain points and the development of a user-centric digital procurement system. The implementation of the prototype resulted in significantly reduced tender cycle times and enhanced communication across stakeholders. Conclusion: This study demonstrates that integrating design thinking into digital transformation initiatives can yield practical, strategic benefits. It reinforces the value of aligning technological innovation with organisational needs to drive efficiency and maintain a competitive advantage in procurement operations.