Digital Transformation Printing Service Using Design Thinking

Lafamilia Printing is a prominent offset-printing company situated in Bogor that operates on a conventional business model that has not yet been integrated with customer service and administrative management. This lack of integration poses challenges in targeting customers, and it is imperative that the printing shop digitize its business processes to facilitate target customers, enhance internal management, and streamline customer ordering, payment, and production process tracking. By digitizing its operations, Lafamilia Printing can also extend its reach to a wider consumer base. We use the design thinking method, which involves a comprehensive analysis of user needs to identify solutions to complex problems. The findings of this study indicate that both customers and employees require digital transformation, with features tailored to their individual needs. New customers require online ordering features, order tracking, online reviews, and online payments, whereas existing customers still need online order tracking features, product information, discount prices, and quick access to customer service. Employees require administrative transformations, such as customer and order recaps and online invoices. The number of consumer orders has a direct impact on employee salaries; therefore, it is crucial to consider the needs of both groups. In this study, we identified differences in the needs of new and regular customers and found that no printing application currently integrates the number of products ordered with employee salaries.