Tag Archive for: Customer Service

The Covid-19 Pandemic has accelerated mass digitalization in most human activities, including in the construction industry. As a response to the social restriction policy during the pandemic, customers and companies have preferred doing business online. Company X has already launched an online customer service platform that could be maximally used during the social restriction policy. This platform uses SST (Self-Service Technology) to let customers perform their service independently. However, the platform was ineffectively utilized due to a lack of sense of two-way interaction. The stakeholders suggested adding a new feature based on the customer’s aspirations and the company’s considerations. During the development, understanding the relationship between the user and the system must be learned through HCI (Human-Computer Interaction). This research is primarily focused on the factors that affect layout design. The method to obtain a new feature in this customer service platform is using Analytical Hierarchy Process (AHP) to minimize inconsistencies while considering the new features.