An Implementation of User Experience Design: Discovery, Formative and Evaluative Method for Developing Tour Guide Service Application

Nowadays, competition in business world is very tight. Each company must give the best service to the customer. This matter also occurs in travel agency. In order to win the competition in national and global market travel agencies need to provide comprehensive services such as providing tour guide service application that facilitate tourists in traveling. In this research, we proposed an implementation of user experience design concept in building a tour guide service application by using Discovery, Formative and Evaluative method. This application was built to answer tourist's needs, namely: list of tour guides and its profile, navigate to tourism destinations, etc. Tourist's needs were collected through a focus group, user interview and contextual inquiry. After collecting data, the formative method was implemented to build an early design. After that, the application was evaluated to measure the success rate of the application using usability walkthrough testing and to measure the effectiveness using usability testing. From usability walkthrough testing we found that users are succeeded to do all determined tasks which means they understood the all flows of the application system. In effectiveness measurement, the evaluation resulted in level 1 and 2, which means user can use this application easily. Generally based on the evaluation result, UXD concept was successfully implemented in tour guide service application.