Development of Whatsapp Based E-Groceries Services with a Design Thinking Approach
DOI:
https://doi.org/10.55927/ijsmr.v4i1.872Keywords:
E-Groceries, Whatsapp, Design Thinking, User Persona, ChatbotAbstract
One of the developments in multichannel commerce is the emergence of e-groceries services. This e-groceries aims to make it easier for people to get processed food ingredients online. Developing an e-groceries application using a design thinking approach is a development process based on observing the needs of its users and defining the problems encountered in order to obtain solutions to these problems. The research method used was interviews and observations with 35 Pasarmu.id customers. This research is a qualitative study that describes the typology and persona of Pasarmu.id customers and assesses customer experiences after using the WhatsApp-based Pasarmu.id platform. This research was conducted from September to December 2023, the respondents of this research were Pasarmu.id customers who had used the Pasarmu.id platform. The largest typology of customers based on gender is 33 women (94.29%) while 2 people are men (5.71%), the most common jobs are housewives 8 people (22.86%) and private employees 8 people (22, 86%), based on the generational age range, the largest number of customers are Generation Y (Millennials) with 29 people (82.86%) and Generation X with 6 people (17.14%). Based on the highest shopping frequency 3 times per month, 18 people (51.43%).
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