UI/UX Design for Web-Based System of Technical Complaint Logging and IT Team Performance Evaluation using Design Thinking Method at Bandung City Health Office

Abstract

The absence of a digitized system for recording technical complaints remains a significant challenge within the internal operations of the Bandung City Health Department. Currently, the IT team—tasked with resolving issues such as network interruptions, hardware malfunctions, software errors, and application-related problems—lacks a dedicated system for systematically logging and monitoring resolved complaints. This reliance on manual, undocumented procedures result in delays in issue resolution, inconsistent data records, and an inability to objectively assess team performance. Consequently, these shortcomings may impair the effectiveness of the IT team, hinder internal service efficiency, and obstruct data-informed decision-making processes. This study proposes the design of a UI/UX system for web-based technical complaint logging and IT team performance evaluation, employing the Design Thinking methodology, which encompasses five iterative phases: empathize, define, ideate, prototype, and test. In the testing phase, the usability of the developed prototype was assessed using the System Usability Scale (SUS), involving six participants—equivalent to the number of IT personnel at the Bandung City Health Department. The results yielded an average SUS score of 84.58, which is classified within the “Best Imaginable” category, indicating a high level of user acceptance and system usability. These findings suggest that the proposed solution effectively meets user needs and holds strong potential for implementation as a digital system to enhance the recording of technical complaints and the evaluation of IT team performance within the Bandung City Health department.