p–ISSN: 2723 - 6609 e-ISSN: 2745-5254
Vol. 5, No. 9 September 2024 http://jist.publikasiindonesia.id/
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3283
The Use of Design Thinking Methods in the Development of
Telkomedika Mobile Applications for Patients with
Conscientiousness Personality Types
Hilzahra Putrie Dienya
1*
, Ilham Perdana
2
, Hilda Nuraliza
3
Universitas Telkom, Indonesia
Email: [email protected]
1
,
2
3
*Correspondence
ABSTRACT
Keywords: mobile
application; disc
personality type; usability
testing; user acceptance
testing.
This research aims to improve the quality of Telkomedika
Telkom University Clinic services by developing a mobile
application that is tailored to the personality type of patients
with conscientiousness. This Mobile Application is designed
to fulfill the patient's need for service information through
the service information feature and streamline the queuing
process through the online reservation feature. Through the
use of the DISC personality type approach, this study
focuses on the preferences and characteristics of patients to
increase satisfaction. Users or patients with this
conscientious personality type tend to be meticulous,
systematic, and structured. Therefore, a structured interface
design and also an easy-to-understand task flow will help
users in using the application efficiently. The results of the
study show the importance of understanding user
preferences in designing applications. Usability Testing on
the Telmed 2.0 application prototype resulted in a Single
Ease Question (SEQ) score of 6.88, indicating ease of use.
In addition, User Acceptance Testing showed that all
features worked well, with a score of 91.5 on the System
Usability Scale (SUS), indicating an excellent level of ease
of use of the application.
Introduction
Utilizing information and communication technology to improve government
services and governance in the health sector is one of the efforts in digitizing health
services (Surachman, Andriyanto, Rahmawati, & Sukmasetya, 2022). In optimizing
efficient and effective health services through digital transformation, the Ministry of
Health (Kemenkes) of the Republic of Indonesia has stipulated the Decree of the Minister
of Health Number HK.01.07/MENKES/1559/2022 concerning the Implementation of an
Electronic-based Government System in the Health Sector and the Health Digital
Transformation Strategy. This is strengthened by Law of the Republic of Indonesia
Hilzahra Putrie Dienya, Ilham Perdana, Hilda Nuraliza
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3284
Number 25 of 2009 concerning Public Services strengthening the concept of public
services as the government's obligation to meet the needs of citizens and residents. These
public services cover various important sectors, including education, health,
transportation, and other strategic sectors, and are an integral part of the digital
transformation efforts that have been mandated by the Ministry of (Lais et al., 2022).
Telkomedika is a company engaged in health services, provision services, clinical
services, or other supporting health services. Telkomedika is also a tangible manifestation
of Telkom Group in supporting government programs. In this case, Telkomedika has a
relationship with the concept of public service as the government's obligation to meet the
needs of citizens and residents. (Amalina, Wahid, Satriadi, Farhani, & Setiani, 2017).
Telkomedika is committed to realizing a better level of health services for the community
through the provision of the best healthcare services. In line with Telkomedika's vision,
to realize this, the right steps are needed, including providing high-quality health service
products at competitive prices, increasing added value for shareholders through
sustainable business, and increasing added value for shareholders through sustainable
business (Telkomedika, 2024).
Based on the author's observations, several problems were found during the service
activities that took place at the Telkom University Telkomedika Clinic. These problems
include the lack of clear information regarding the systematics of using services at the
clinic, the absence of information on the schedule of doctors on duty every day, and a
confusing queue system. As a form effort to optimize patient satisfaction with
Telkomedika services, a platform is needed that can integrate the Telkomedika Telkom
University clinical information system.
"Confirmation of Personality Types Using Visual Evoked Potential with User
Interface Design Stimulus" found that there are similar VEP patterns among individuals
who have the same personality type. Based on the recording of 20 participants whose
personality type was known, it was found that 93.75% of VEP was classified according
to personality type. The use of this DISC (Dominance, Influence, Steadiness,
Conscientiousness) personality type can help to determine the user's needs because each
personality type has different brain waves (Perdana, Santosa, Setiawan, & Wimbarti,
2021).
Referring to the problems faced, it is necessary to develop a mobile application that
can integrate the Telkomedika Telkom University clinic service information system. It is
hoped that this mobile application can provide an optimal experience for patients in
accessing information and services quickly and easily anywhere and anytime. The use of
the DISC personality type approach in the application development process is also
expected to increase patient satisfaction in using the application by paying attention to
the characteristics and preferences of the conscientious personality type.
(Puspitaningrum, Perdana, & Utama, 2023).
The formulation of the problem in this study includes three main points, namely
designing and developing the Telkomedika Telkom University mobile application based
on the personality type of conscientiousness with the design thinking method, conducting
The Use of Design Thinking Methods in the Development of Telkomedika Mobile Applications
for Patients with Conscientiousness Personality Types
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3285
Usability Testing on the mobile application prototype using the Single Ease Question
(SEQ) method, and analyzing the results User Acceptance Testing on mobile applications
using the System Usability Scale (SUS) method The use of the SEQ method is used to
determine the level of user convenience in carrying out scenarios carried out on
application prototypes (Johansson, 2021). Meanwhile, the use of the SUS method is used
to find out how easily the application can be used by users (Suryanto, Faroqi, &
Simarmata, 2022). This research aims to create a mobile application that suits the needs
and preferences of patients and measure the ease and effectiveness of using the
application.
To maintain the focus of this research, research limits were set, including user
targets limited to Telkom University students, application development only focused on
the patient side, and did not include the admin side. In addition, this study uses a design
thinking method consisting of six stages and is only limited to the implementation of the
final result of the system without covering the application launching stage. It is hoped
that this research can provide a basis for Telkomedika Clinic in the development of
mobile applications, increase patient satisfaction in using services, and be a reference for
further research related to the development of mobile applications using a personality
type approach.
A mobile application is defined as an application that can be downloaded and has a
certain function to add functionality to the mobile device itself. To get the mobile
application needed, users can download the application through the Google Play Store or
similar applications that provide various applications for Android or iOS users. (Hasan,
Kahfi, & Alamsyah, 2019).
Based on the DISC Theory by Dr. Marston, the compliance personality type or
conscientiousness is a person who is accurate, precise, detail-oriented, and meticulous.
This person is described as someone who is a perfectionist, completes things completely,
and values precision and also precision. This C personality type is the most analytical
compared to the other three personalities (Beedu, 2021).
User Experience (UX) is a process used to create products that can provide a
relevant and meaningful experience for users that includes aspects of design, branding,
functionality, and usability. ISO (The International Organization for Standardization)
defines UX as a person's perception and response that is generated through the use or
anticipation of the use of a product, system, or service. A UX Designer is responsible for
thinking, planning, and changing things that affect the user experience (UX). On the other
hand, User Interface (UI) is defined as the process that designers use to build product
interfaces with a focus on appearance and style, which is the access point where users
interact with the design. The form of UI is divided into Graphical User Interface (GUI)
on digital platforms, Voice-Controlled Interface (VUI) that uses voice, and Gesture-
Based Interface through body movements in virtual reality. (Sidik, 2018).
Interaction Design Foundation (2016a) Explains that design thinking is an iterative
process that aims to understand users, face assumptions, and define problems to find
alternative solutions. Herbert Simon also contributed to the development of this method
Hilzahra Putrie Dienya, Ilham Perdana, Hilda Nuraliza
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3286
with five phases in his book "The Sciences of the Artificial" in 1969, while NNGroup
introduced three main phases in Design Thinking 101 in 2016, which include
understanding, exploring, and materializing. These three phases can be defined in more
detail, namely empathize, define, ideate, prototype, test, and implement (Sarah Gibbons,
2016).
Method
Conceptual Model
Conceptual models are representations of the structural elements that build
applications and serve as a frame of reference for communication and understanding. In
the study of information systems, conceptual models are needed to ensure the relevance
and effectiveness of organizations can run optimally, as researched by Hevner in 2004,
which found a conceptual model that focuses on the development and evaluation of new
ideas of innovative information technologies to improve the effectiveness of the
completion of important tasks of the organization. The following conceptual model used
as a reference in the study can be seen in Figure 1. Conceptual Model (Hevner, 2004).
Picture 1 Conceptual Model
Systematics of Problem Solving
Problem-solving systematics is a structured approach in research that is used to
identify, analyze, and solve problems in the development of Telkomedika mobile
applications. This approach helps in identifying the source of the problem and finding the
right solution. To facilitate problem-solving in the development of mobile apps for
Telkomedika patients, the systematics of problem-solving is by the design thinking phase
101, namely understanding or analyzing, exploring or exploring, and materializing or
implementing.
The Use of Design Thinking Methods in the Development of Telkomedika Mobile Applications
for Patients with Conscientiousness Personality Types
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Picture 2 Systematics of Problem Solving
Data Collection Methods
In this stage of data collection or analysis, there are several stages to obtain data
and information to be analyzed. The initial stage begins with a literature study to collect
basic theories related to application design, DISC personality types, and design thinking
methods. After that, an interview was conducted with Telkomedika to understand the
business process and general problems related to patients. Furthermore, a DISC
assessment was carried out to identify respondents with conscientious personality types.
The next stage is a user interview with Telkomedika patients with a conscientious
personality type to dig deeper into the needs and problems faced by users for each process.
After knowing the patient's needs and designing the application, data collection in the
form of usability testing is carried out to measure the ease of use of the application and
identify whether there is anything that needs to be improved. Finally, when the iterative
design and implementation have been completed, user acceptance testing is carried out to
ensure that the application is to the user's needs and that the functions and features in the
application can be used effectively and efficiently.
Data Processing Methods
Data processing in the development of the Telkomedika mobile application follows
the flow of the design thinking method that has been explained in the systematics of
problem-solving. Data processing begins with an in-depth understanding of users through
the emphasize stage, the data obtained from user interviews is processed into an empathy
map. After brainstorming and finding solution ideas in the form of prototypes, usability
testing is then carried out to measure the ease of use of the application. Usability Testing
was carried out using the Maze tools and the results were processed using the Single Ease
Question (SEQ) method. Furthermore, when the prototype has been implemented using
Visual Studio Code and Android Studio, User Acceptance Testing is carried out to ensure
that the features in the application are functioning properly using the application that has
been implemented and filling out a Google form. The results of this User Acceptance
Testing are processed using the System Usability Scale (SUS) method.
Hilzahra Putrie Dienya, Ilham Perdana, Hilda Nuraliza
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3288
Analysis and Planning
After knowing the existing business processes at the Telkom University
Telkomedika Clinic, a difference between the current performance and the expected
performance was found. Two main problems need to be overcome to improve the
efficiency of performance or business processes at the Telkom University Telkomedika
Clinic, especially in providing services to patients. First, there is still a lack of
accessibility of information related to doctors' services and schedules. Second, the queue
process is confusing and inefficient because it is still done manually. To overcome this
problem, the development of two new features in the application is proposed. The service
information feature will provide clear and up-to-date information regarding the various
services available, doctor schedule information, and conditions or procedures that need
to be carried out. With the service information feature, patients can more easily access
Telkomedika information from anywhere and anytime. The second proposed feature is
the online reservation feature. Through this feature, patients can make service
reservations without having to come in person, it can streamline waiting time (queue) and
can increase patient satisfaction.
Based on user interviews at the emphasize stage, many insights were obtained from
user experience. Furthermore, at the define stage, these insights are poured into a user
journey map to find out in-depth about user needs, desires, and experiences by compiling
information related to user behavior and feelings.
Picture 3 Journey Map
In the ideation phase, the insights that have been obtained at the define stage are
then analyzed to find various ideas that can be the best solution to user problems. The
Impact Effort Matrix is used as a tool to determine the priority order of features that will
be a solution. The features that will be implemented first are those that have a great
influence on the user experience and are easy to implement, such as login and registration,
profile, ask us, service usage history, referral hospital information, as well as health
articles and tips. Features that require great effort to implement but still have a significant
impact on users, doctor schedules, ambulance calls, public poly services, dental poly
services, queues, and online reservations will be implemented afterward.
The Use of Design Thinking Methods in the Development of Telkomedika Mobile Applications
for Patients with Conscientiousness Personality Types
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Picture 4 Impact Effort Matrix
After determining the features to be developed based on the impact and effort, the
next step is to determine the design material or User Interface Style Guideline. This UI
Style Guideline is used as a guide in designing visuals or user interfaces in the Telmed
2.0 application. This guideline is used to be able to apply and ensure consistency and
uniformity in UI design where this guideline is also adjusted to the user, namely patients
with personality types. There are three elements in the UI Style Guide, namely color
palette, typography, and shape.
In designing the Telmed 2.0 application interface, color selection is based on the
theory of color psychology. The color red, which is the identity color of Telkomedika, is
used to give an energetic and assertive impression. The color blue, on the other hand, was
chosen to create a calming and professional atmosphere. The combination of these two
colors, as well as the use of white and black as complements, aims to create an interface
that is not only visually appealing but also by the characteristics of users who have a
conscientious personality type. (Zharandont, 2015).
Picture 5 Color Palette
The choice of font in the design of the application has a great influence on the user's
perception. According to certain types (Amare & Manning, 2012), fonts can trigger
emotions and affect the way users interpret information. The Conscientiousness
personality type has a perfectionist nature, likes neatness, and meticulousness, and does
not like inaction. With these qualities, of course, this individual with the conscientious
personality type wants the use of clear, firm, and neat fonts, making it easier for the
individual to read the information on the application clearly and quickly. Therefore, as
explained by the Interaction Design Foundation (2016)Lato font, has a clear and
Hilzahra Putrie Dienya, Ilham Perdana, Hilda Nuraliza
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3290
unambiguous design and is easy to read on digital screens. By choosing the Lato font as
the type of font used in this application, it can increase user satisfaction.
Picture 6 Typography
The definition of shapes in the UI Style Guideline plays a very important role in
creating a consistent and orderly Telmed 2.0 application interface. For users with
conscientious personality types, clear and structured shapes provide a sense of comfort
and efficiency when using the app. In this UI Style Guideline, researchers classify buttons
into several types based on their function. The main button is used as the main action that
the user will take. The secondary button is used as an optional action. The success button
is used as feedback to the user positively when they have completed a task. The medium
button is used as the day button, the status button is used as the reservation history status,
and the small button is the rest of the queue.
Picture 7 Shape 1-Button
Furthermore, the main icon that is used as part of the UI Style Guideline is a
representative form of the main features in the Telmed 2.0 application. There are
reservation icons, history, homepage, ask us, and profile.
Picture 8 Shape 2-Icon
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for Patients with Conscientiousness Personality Types
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After determining the UI Style Guideline, the next thing is to design low fidelity
from several pages which are the main features of the Telmed 2.0 application. This low-
fidelity design is used to visualize the page in general by focusing on its structure. This
low-fidelity design will facilitate the process of designing pages in the form of high-
fidelity.
Picture 9 Low-Fidelity Home Page
Results and Discussion
Prototype
Low Fidelity which has been designed previously is expanded into high fidelity by
being guided by the UI Style Guideline that has been determined. In designing this high-
fidelity Telmed 2.0 mobile application, Figma is used as the main tool because it is easy
to use can be learned quickly, and has plugin features that can help streamline the design
process.
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Picture 10 High-Fidelity Home Page
Testing Prototype Design
This prototype design testing is carried out using the Usability Testing method with
the aim of testing and validating whether the prototype design that has been made
previously is by the needs and expectations of users. The results of the Usability Testing
are outlined in the measurement of the Single Ease Question (SEQ) in the form of a table
that provides an overview of the level of ease of use of the application based on the user's
perspective.
Table 1 Usability Testing Result Score
Respondent 1
Task
Time
Settlement Status
Score SEQ
1.
14.49 seconds
Finish
7
2.
36.95 seconds
Finish
7
3.
30.67 seconds
Finish
7
4.
18.09 seconds
Finish
7
5.
4.53 seconds
Finish
7
Rata-rata score SEQ
7
Respondent 2
Task
Time
Settlement Status
Score SEQ
1.
31.51 seconds
Finish
6
2.
86.29 seconds
Finish
6
3.
73.94 seconds
Finish
6
4.
16.47 seconds
Finish
7
5.
41.28 seconds
Finish
7
Rata-rata score SEQ
6.4
Respondent 3
Task
Time
Settlement Status
Score SEQ
1.
30.93 seconds
Finish
7
2.
58.76 seconds
Finish
7
3.
25.38 seconds
Finish
7
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4.
32.23 seconds
Finish
7
5.
20.03 seconds
Finish
7
Rata-rata score SEQ
7
Respondent 4
Task
Time
Settlement Status
Score SEQ
1.
22.79 seconds
Finish
7
2.
113.24 seconds
Finish
7
3.
16.79 seconds
Finish
7
4.
6.68 seconds
Finish
7
5.
48.3 seconds
Finish
7
Rata-rata score SEQ
7
Respondent 5
Task
Time
Settlement Status
Score SEQ
1.
13.27 seconds
Finish
7
2.
89.11 seconds
Finish
7
3.
30.2 seconds
Finish
7
4.
28.14 seconds
Finish
7
5.
19.2 seconds
Finish
7
Rata-rata score SEQ
7
From the average score that has been obtained previously, Table 2 of the Final
Result of the SEQ Score is the final score of the SEQ score of the five respondents. Based
on the average results of the SEQ score obtained from five Telkomedika Telkom
University patients, the total SEQ score was obtained which was 6.88. From this score, it
can be concluded that the Telmed 2.0 application prototype design scenario is easy to use.
Table 2 SEQ Score Final Result
Answer 1
Answer 2
3 answer
4 answer
5 answer
Average
score
7
6.4
7
7
7
Total SEQ
Score
6.88
Iterative Design Prototype
Based on the Usability Testing that has been carried out previously, feedback on
the design of the Telmed 2.0 application was obtained. The creation of this feedback grid
aims to analyze all feedback from users related to the design prototype that has been tested
at the Usability Testing stage. The feedback that has been collected is then categorized
based on likes, wishes, questions, and ideas.
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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3294
Picture 1 Feedback Grid
Implementasi Front-End
At this front-end implementation stage, the results of the Telmed 2.0 application
prototype design are then implemented in front-end form. This implementation will make
this mobile application more functional and can be used directly by users. On the home
page, there is a user profile section, queue information section, service information
section, article section, and navigation bar. The queue information section displays the
patient's queue number after making a general poly service reservation, as well as the
queue number that is currently in progress. The service information section contains
services available at the Telkomedika Telkom University clinic. The article section
contains health articles and health tips. The navigation bar is used to facilitate users in
accessing various features quickly.
Picture 2 Home Page Implementation
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for Patients with Conscientiousness Personality Types
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Implementation Testing
Testing the implementation of the Telmed 2.0 application is carried out using the
User Acceptance Testing method. In this testing process, users will identify whether the
features in it are functioning properly and validate whether the Telmed 2.0 application is
to the needs and expectations of users.
Table 3 Hasil User Acceptance Testing
ID Use
case
Task
Flow
Test Results
Accept
Rejectio
n
UC-01
Registration
Fill out the registration form
Click the login button.
Click the login button on the
successful registration pop-up.
UC-02
Login
Fill out the login form
Click the login button.
UC-03
Forgot
Password
Fill out the forgot password form
Click the change password button.
Click the login button on the change
password pop-up.
UC-04
View Doctor
Schedule
Search for a doctor on the doctor's
search bar
Click the doctor dropdown card.
Click the day button.
Click on the general poly section.
Click on the Dental Poly section.
UC-05
Making a
Public Poly
Reservation
Click the online reservation button
on the general poly information page
Fill out the general poly reservation
form on the reservation page.
Click the reservation button.
UC-06
Making a
Dental Poly
Reservation
Click the online reservation button
on the dental poly information page
Fill out the dental poly reservation
form on the reservation page.
Click the reservation button.
UC-07
Viewing the
General Poly
Queue
Click the view queue button on the
public poly reservation pop-up
successfully.
Click the queue history dropdown
card.
UC-08
Calling an
Ambulance
Button ambulance phone
UC-09
Viewing
Service Usage
History
Click History navigation
Click all sections
Click section entry
Click on the upcoming section.
Click section finish
Click the history card dropdown.
UC-10
View Profile
Click profile navigation
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ID Use
case
Task
Flow
Test Results
Accept
Rejectio
n
UC-11
Changing
Your Profile
Click the edit profile button
Fill out the profile edit form.
Click the save profile changes
button.
Click the cancel profile update
button on the pop-up confirming the
profile update.
Click the button to confirm the
profile update.
UC-12
View Referral
Hospitals
Click on the referral hospitals
feature
Click on dropdown card rs.
UC-13
View Health
Articles
Health article cards
The results of User Acceptance Testing show that the Telmed 2.0 application has
managed to get positive validation from all patients. All patients stated that the task flow
of the application ran smoothly and the available features worked as expected. It can be
concluded that the application has successfully met the needs and expectations of users.
After completing the User Acceptance Testing process, the patient then fills out the
System Usability Scale (SUS) form to measure the level of usability and ease of use of
the Telmed 2.0 application.
Table 4 SUS Score Final Result
Patient
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
Sum
Score
SUS
Patient 1
5
1
5
1
5
2
5
2
5
2
37
92,5
Patient 2
4
1
5
2
5
2
5
1
5
1
37
92,5
Patient 3
5
1
5
1
5
1
5
1
5
1
40
100
Patient 4
4
1
5
1
5
1
5
1
5
1
39
97,5
Patient 5
4
3
4
2
4
2
3
2
5
1
30
75
SUS Total Score
91,5
Based on Table 4 of the Final Results of the SUS Score that has been carried out on
five Telkomedika Telkom University patients, a total score of 91.5 was obtained. From
these scores, it can be concluded that the level of ease of patient effectiveness in using
the application is excellent.
Conclusion
Based on a series of research that has been carried out in designing and developing
Telkomedika Telkom University clinic mobile applications based on the
conscientiousness personality type using the design thinking method, it can be done by
understanding the behavior, habits, and characteristics of the personality type as the basis
The Use of Design Thinking Methods in the Development of Telkomedika Mobile Applications
for Patients with Conscientiousness Personality Types
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for determining the UI Style Guideline. By understanding the characteristics of this
conscientious personality type, the interface design is designed in a structured, detailed,
and neat manner. As a result, users with a conscientious personality type tend to feel more
satisfied with the Telkomedika Telkom University application because the design follows
their preferences and characteristics. Not only that, the easy and understandable task flow
also helps users reduce the time to complete user tasks, so it is very suitable for the
characteristics of users who want time efficiency. The results of the Usability Testing
showed a SEQ (Single Ease Question) score of 6.88, it can be concluded that the Telmed
2.0 application prototype design scenario is easy to use. Furthermore, the User
Acceptance Testing resulted in a SUS (System Usability Scale) score of 91.5, which
shows that the level of ease of patient effectiveness in using the application is excellent.
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