PERANCANGAN KONSEP EXSIGO SEBAGAI MEDIA LAYANAN INFORMASI DIGITAL TAMU HOTEL

ABSTRACT
The advancement of the digital era has encouraged the hotel industry to improve
the quality of information services. At a hotel in the Cikini area of Jakarta, external
information delivery is still done manually by Front Office staff. This situation
results in longer wait times for guests, especially during peak hours. This study
aims to design the concept of Exsigo as an effective and efficient digital information
service for guests. The design employed the Design Thinking method through the
stages of Empathize, Define, and Ideate. Research subjects were determined using
purposive sampling techniques, involving the Front Office Manager, Guest
Experience Manager, Front Office staff, and individuals who have stayed at the
hotel. Data was collected through interviews and documentation studies, then
analyzed using triangulation techniques through data reduction, data presentation,
and drawing conclusions. The research results produced an empathy map
(empathize), pain point and How Might We for the define stage as a reference in the
brainstorming stage (ideate) to design solutions relevant to user needs. The results
of these ideas are realized into information architecture and user flow, featuring
categories of tourist destinations, restaurants, and public facilities, complete with
descriptions, operating hours, transportation access, images, and integrated digital
navigation. By implementing responsive UI/UX principles, Exsigo is expected to
improve hotel service efficiency and facilitate independent guest information
access.
Keywords: Digital Information Services, Front Office, Design Thinking, UI/UX.

ABSTRAK
Perkembangan era digital mendorong industri perhotelan untuk meningkatkan
kualitas layanan informasi. Di sebuah hotel kawasan Cikini Jakarta, penyampaian
informasi eksternal masih dilakukan manual oleh staf Front Office. Kondisi ini
menyebabkan tamu menunggu lebih lama, terutama saat operasional sibuk. Kajian
ini bertujuan untuk merancang konsep Exsigo sebagai media layanan informasi
digital yang efektif dan efisien bagi tamu. Perancangan menggunakan metode
Design Thinking melalui tahapan Empathize, Define, dan Ideate. Subjek penelitian
ditentukan dengan teknik purposive sampling, melibatkan Front Office Manager,
Guest Experience Manager, Staf Front Office, dan individu yang pernah menginap
di hotel. Data dikumpulkan melalui wawancara serta studi dokumentasi, lalu
dianalisis dengan teknik triangulasi melalui reduksi data, penyajian data, dan
penarikan kesimpulan. Hasil penelitian menghasilkan empathy map (empathize),
pain point dan How Might We untuk tahap define sebagai acuan dalam tahapan
brainstorming (ideate) untuk merancang solusi yang relevan dengan kebutuhan
pengguna. Hasil dari ide tersebut diwujudkan ke dalam information architecture
dan user flow memuat kategori destinasi wisata, restoran, dan fasilitas umum, yang
dilengkapi deskripsi, jam operasional, akses transportasi, gambar, serta integrasi
navigasi digital. Dengan menerapkan prinsip UI/UX yang responsif, Exsigo
diharapkan meningkatkan efisiensi pelayanan hotel dan memudahkan tamu
memperoleh informasi secara mandiri.
Kata Kunci: Layanan Informasi Digital, Front Office, Design Thinking, UI/UX.