Business Process Analysis With Service Blue-print And Design Thinking Method Using Process Simulation (Study Case: Shopee Indonesia)

Abstract

This undergraduate thesis report discusses “The Business Process Analysis with Service Blueprint and Design Thinking Method Using Process Simulation.” This study case was conducted based on the data from a questionnaire about customer experience on shopping from Shopee Indonesia using the Cash On Delivery (COD) payment method. The research aims to determine the possible reasons of Cash On Delivery problems on Shopee Indonesia since a lot of cases occurred in society on how the product is now matched with the customer order description. The method used in this research is Design Thinking , in which the researcher uses Empathize stage as Service Blueprints where the researcher collected data from seller and user perspectives, Define stage as Business Process Model and Notation possible failure, Ideate Stage as Business Process Model and Notation Design, and Testing stage as Business Process Model and Notation Simulation using simulation software (Visual Paradigm). The result of this research is shown based on the researcher analysis and Business Process Model and Notation result that was tested using Visual Paradigm. The result shows that the aspect of Seller and Logistic Providers services provided by third party is the main reason why the issues are occured in the Business process in Shopee. The researcher believes that the user is also involved in the aspects where the product delivered is unsuitable with the product ordered by the customer. The Internet connection, Complex Shopee Interface, and misunderstanding about the payment method provided by Shopee based on customer perspectives could emerge as some of the reasons the issues exist.