Indosat Digital Telco Service Enhancement Using Design Thinking Approach: A Case Study of MPWR (Empower)

Retno Kristiani1*, & Siska Noviaristanti2
1,2Faculty of Economics and Business Telkom University, Indonesia
DOI – http://doi.org/10.37502/IJSMR.2024.71209

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Abstract

The telecommunication industry in Indonesia is experiencing dynamic changes with the emergency of innovative digital telco services. Indosat, as one of Indonesia’s top telco providers, must adapt to these developments and create better digital telco services to meet customer needs and desires. The goal of this project is to use Design Thinking approaches to create a new digital telco service for Indosat. Understanding user demands and creating innovative and practical solutions are made easier with the help of Design Thinking approach. The study used a descriptive qualitative research methodology and featured a case study about the development of a new digital telco service for Indosat that would replace “MPWR” (pronounced empower). MPWR is an application-based service for mobile prepaid cards that allows users to buy various digital products and services, such as reload, data packages and other digital products. This research uses a variety of research techniques, such as interviews, observation, and brainstorming, to gather data and insights into the needs and preferences of users. This data and information are then analyzed and used to develop a prototype of new digital telco services. Utilizing user testing techniques, this new digital telco service prototype was assessed. Test results indicate that this prototype is well received by users and has the potential to develop into a profitable digital telco service. This research demonstrates how Indosat may better address customer needs and offer digital telco service by implementing a Design Thinking methodology. The new digital telco service prototype developed in this research can be a good example for Indosat in developing innovative and competitive digital telco services.

Keywords: Design Thinking, Digital Telco Service, Indosat, MPWR, Prototype.

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