Transformasi Bisnis Bengkel di Era Digital dengan Pendekatan Design Thinking
(Studi Kasus : Bengkel Tradisional di Indonesia)
DOI:
https://doi.org/10.55826/jtmit.v4i4.1345Keywords:
Transformasi Digital, Bengkel Online, Design Thinking, Digitalisasi Layanan, Inovasi Berbasis Pengguna, Perancangan LayananAbstract
Transformasi digital telah mengubah banyak sektor jasa di Indonesia, namun bengkel kendaraan tradisional masih tertinggal dalam adopsi teknologi. Penelitian ini menganalisis tantangan dan peluang digitalisasi bengkel tradisional melalui pendekatan design thinking sebagai strategi transformasi bisnis yang berorientasi pada pengguna. Dengan metode kualitatif deskriptif, data dikumpulkan melalui wawancara mendalam dan observasi terhadap pemilik bengkel serta pengguna jasa. Analisis tematik mengidentifikasi tiga hambatan utama: rendahnya literasi digital pelaku usaha, kurangnya kepercayaan konsumen, dan minimnya sosialisasi sistem digital. Selain itu, ditemukan tiga peluang utama digitalisasi, yaitu transparansi harga, kemudahan akses layanan, dan peningkatan pengalaman pengguna. Tahap ideate menghasilkan tiga kebutuhan inti pengguna, yaitu kemudahan pemesanan, estimasi biaya yang jelas, dan notifikasi progres servis, yang kemudian diterjemahkan ke dalam prototipe awal aplikasi bengkel daring melalui pendekatan iteratif design thinking. Hasil penelitian menunjukkan bahwa digitalisasi bengkel berpotensi tinggi apabila dirancang berdasarkan kebutuhan lokal dan pengalaman pengguna yang tepercaya. Penelitian ini berkontribusi pada penyusunan kerangka transformasi digital berbasis design thinking yang bersifat inklusif, adaptif, dan dapat digunakan sebagai rujukan dalam pengembangan inovasi layanan di sektor jasa otomotif Indonesia.
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