Getfix: Revolutionizing Electronic Equipment Repair through a User-Centric Mobile Application

The utilization of electronic equipment has become an integral part of people's lives. While using these electronic devices, encountering malfunctions has become common but the handling of damage is still minimal due to the lack of getting information about relevant and qualified technicians. In addition, it is difficult to find a trusted service place and users must bring the items they want to repair directly to the service place, so a system design is needed that can connect users with technicians to be able to repair damaged electronic equipment in the form of mobile applications. In this design, the design thinking method is applied which contains several stages, namely empathize, define, ideate, prototype and test. The application design model is made by considering the target user to facilitate the exchange of information regarding the repair of electronic equipment damage. This study


Introduction
Electronic goods have become something that is very much needed in facilitating people's work.The level of use of electronic goods in Indonesia has increased rapidly in recent years, along with economic growth and increased purchasing power.In their use, electronic goods sometimes experience problems or damage when operated but the handling of the damage that occurs is still minimal.
Many users find it difficult to repair damaged items due to the difficulty of getting information about service places or reliable and trusted technicians who have expertise in repairing damage to these items, besides the relatively large size of electronic items such as TVs, refrigerators, and washing machines, making it difficult for users if they have to bring damaged items directly to the service place to be repaired.This can cause users to experience losses in transportation costs and also take up user time.To overcome this, a system is needed that can connect users who need electronic device repairs with professional technicians.
Based on the information and problems above, research was conducted in designing User Interface and User Experience designs for ordering goods repair services and calling technicians online where users can easily request repairs, schedule appointments, track repair progress, and make payments in the form of mobile applications.User Interface is the appearance of a product that functions as a liaison between the system and the user or user, where the User Interface display can be in the form of colors, shapes and attractive writing (Buana & Sari, 2022).User Experience covers all aspects of user interaction with a product or service, including design, layout, functionality, performance, and usability (Mochammad Aldi Kushendriawan et al., 2021).The 'Panggil Teknisi' application is designed to be mobile-based because in 2021 as many as 65.87% of Indonesians have used smartphones or mobile (Badan Pusat Statistik, 2021).
The UI/UX design of this application uses the Design Thinking method.This method tries to understand users in an effort to identify alternative strategies and solutions (Misrina et al., 2022).The application of Design Thinking was chosen because it focuses on understanding in solving complex problems and centers on aspects of desirability, feasibility, and viability (Kurniawan & Rani, 2022).With a deep understanding of the problems faced by users, it allows the product to meet user needs.The design of the user interface and user experience of this technician-call mobile-application focuses on user friendly service design to increase user comfort and convenience when ordering and calling a reliable and trusted technician online.

Research Method
This research applies the Design Thinking method, a method known as a "comprehensive thinking process" and focused on developing solutions that start from the process of empathizing with certain human-centered needs towards continuous innovation based on consumer demand (Razi et al., 2018).This methodology is increasingly being adopted in technology development to create user-centered technology solutions, especially those involving Human-Computer Interaction (Harun et al., 2020).The flow stages of this research are shown in Figure 1.

Empathize
In this stage, data collection is carried out by conducting observations, interviews, and questionnaires to dig deeper and understand user problems and problems to be solved.Observations were made in the Seberang Ulu area, Palembang and interviews with several technicians and distributing questionnaires to the public.This stage helps product design by understanding and feeling the user's feelings about problems, situations, and circumstances.

Define
In the define stage, the process of analyzing data or information that has been obtained in the first stage is carried out to understand the problems and needs of users which will later become a foundation for designing products or applications.This stage helps identify problems or challenges that must be solved in the design of the technician call application design.

Ideate
This process serves as a transition from the formulation of the problem to its solution.This process will generate ideas or notions that can be the basis for future prototype designs.At this stage, a brainstorming process is carried out to create many ideas by adopting a hands-on approach in creating an initial framework design (Darmawan et al., 2022).

Prototype
Prototype is known as the initial design of a product to be made.In this stage, the application of design ideas is carried out to create a display design for the technician call mobile application in order to produce a prototype or product that is ready to be tested.The display design of the technician call mobile application will be designed using Figma tools.Figma is a cloud-based design tool and prototyping platform for digital applications (Rully Pramudita et al., 2021).Figma is used by those who work in UI/UX, web design, and other related fields to create interactive user interfaces (UI) and user experiences (UX) (Muhyidin et al., 2020).Figma provides powerful prototyping features for creating interactive experiences.

Test
Test is the last stage carried out to carry out evaluation activities.At this stage, trials will be conducted with several users to measure the quality of application design from the user's point of view.This stage is very important because it will get feedback to evaluate the application or product that has been created and tested.System Usability Scale testing was carried out by 30 people from the community.The determination of this number is considered from the minimum number of users who are tested enough 5 people to get the design problems of a system and a minimum of 20 people to get quantitative responses (Nielsen, 2012).

Results and Analysis
In this research, an application was designed that provides electronic goods service and technician summoning.The design thinking approach is used as a solution to overcome the problems arising from the lack of information about electronic service providers.

Empathize
At the empathize stage, observations and interviews were conducted with sources according to the required criteria.Interviews were conducted with 5 technicians as well as distributing online questionnaires to the public as users.The main focus is to get the user's point of view with empathy regarding their feelings and experiences related to certain problems, circumstances, or situations.From the results of interviews and questionnaires that have been conducted, it is obtained that the anxiety that is often felt by users when calling technicians is that it is difficult to get information on technicians around the neighborhood.Second, users feel worried about the quality of the technician whether they can repair their belongings or not.Third, it takes a long time to get a technician.
Furthermore, the compilation of each answer is depicted in the Emphaty Map.
The Emphaty Map is a document used in design thinking techniques to create a business model based on user preferences as shown in Figure 2.

Define
The problems identified during the empathy phase will be translated into obstacles that need to be overcome during the define phase.In this phase, How Might We and User Journey Map are created.

How-Might We
How-might we aim to formulate questions or statements that open up space for creative ideas and innovative solutions.The HMW approach is used to address problems or challenges faced by users.Figure 3 is how might we created based on the problems previously described.

User Journey Map
User Journey Map is a visual tool used to describe the user experience when interacting with a product, service, or application from start to finish.

Ideate
At the Ideate process stage there is a collection of different ideas that will be the solution to the problem that has been previously defined and determined.

367
Brainstorming is done to determine the needs of the features to be created, the results of this process are ideas that will be implemented into the system.In this stage there is a User Flow, and Sitemap.

User Flow
User Flow is a depiction that illustrates the steps a user must take to complete a task.This user flow is formed in accordance with the business flow of the Call Technician Application that has been made based on an analysis of user problems, including user behavior when using the application.completed, it will be displayed on the Booking History page.

Testing
This stage is carried out usability testing on prototypes that have been made previously to measure the value of whether this product is useful and also meets the needs or not (satisfaction) using the system usability scale (SUS).The trial was carried out by giving questionnaires and prototype testing links to 30 potential users.The prospective users were selected from 30 people in the community.The following are the results of responses from 30 potential users who tested the prototype: SUS method testing uses a questionnaire to assess whether the product or feature meets the needs of participants, containing 10 question components where participants are given a choice of a Likert scale of 1 to 5. Odd numbered questions (1, 3, 5, 7, 9) are positive, and their value is calculated using the X-1 formula, Conversely, even numbered questions (2, 4, 6, 8, 10) are negative, and their value is calculated using the formula 5-X.where X represents the value chosen by the respondent.To obtain the satisfication value for 30 respondents, the SUS value is calculated by adding the values of the even and odd numbered questions and then the result of the addition is multiplied by 2.5.The average SUS value of 30 respondents obtained a value of 82.5 and entered the characteristics of a high level of acceptability which is classified as good.

Conclusion
This research provides a recommendation for the UI/UX design of a mobile application system for calling technicians called Getfix, by providing services for ordering electronic equipment services and calling technicians online.developed with the design thinking method which has customized features and has been tested for usability with the calculation of the system usability scale (SUS).The average SUS score of 30 respondents obtained a value of 82.5 and entered into the characteristics of a high level of acceptability which is classified as good.
Figure 1.Phases of Research Figure 2. Emphaty Map Figure 3. How Might We

Figure 6
Figure 4. User Flow of the Call Technician Application

Table 2 .
SUS Value Calculation Results : Revolutionizing Electronic Equipment Repair through a User-Centric Mobile Application PIKSEL status is accredited by the Directorate General of Research Strengthening and Development No. 225/E/KPT/2022 with Indonesian Scientific Index (SINTA) journal-level of S3, starting from Volume 10 (1) 2022 to Volume 14 (2) 2026.