PERANCANGAN USER PERSONA DAN CUSTOMER JOURNEY MAP SEBAGAI REPRESENTASI PENGGUNA SISTEM REPOSITORY PERPUSTAKAAN UNIVERSITAS LAMPUNG

Abstract

The University of Lampung (Unila) Library repository system which can be accessed in http://digilib.unila.ac.id is used to store all scientific papers of Unila students. On this repository system, users can not only upload, but also download scientific papers files for reading and using as a reference in their papers. The purpose of this study is to design user persona and customer journey map as a representation of the users of the Unila Library repository system. This study uses the strategy plane stage of the five planes framework. The strategy plane stage includes setting business goals, brand identity, segmentation, and research on users of the repository system. The data used as a basis for designing user persona and customer journey map is taken from the Google Analytic repository system and  questionnaires distributed to repository system users. Data includes segmentation, acquisition and behaviour. The questionnaire data is related to user experience, responses and user satisfaction when using the Unila repository system. The results of this study are in the form of two user persona designs and a customer journey map.