| dc.description.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. | en_US |
