Abstract
Indonesia has a high penetration users of smart phone occupied 4th position behind China, India, and US. The utilization of smart phone should be contributed positive matter to its users, once increasing reading habbit. We argued that so important to user to find some nonfiction books information related to their needs and desires, and high potential platform business model development. This paper aims to map a relation between users experience in exploring and reading of nonfiction books to platform business development opportunities. The study was human centre and qualitative approach, conducted by user experience analysis with empathy mapping canvas and customer journey mapping approach, then conducted mind mapping for synthesis problems as user experiences. The result shown the frequently user problems are lacked of nonfiction books information, lacked of reading motivation, constrained on purchasing or rent the book, lacked of book reading management. By solving those problems should drive to ideate developing platform based human centered design and shown highly potential market platform for special user book reader and generally smart phone users. Keywords: user experience, human centre, empathy map canvas, customer journey mapping
Highlights
Nowadays Indonesia has a high penetration users of smart phone occupied 4th position behind China, India, and US
This study focuses on identifying the user experience of smart phone user in exploring and reading nonfiction books using empathy map canvas, customer journey mapping, and mind mapping
Empathy map canvas adopted from Gray (2017) there are seven blocks of questions to help empathize with the user which developed the questionnaire
Summary
Nowadays Indonesia has a high penetration users of smart phone occupied 4th position behind China, India, and US. Indonesia In 2021 projected 86.21 million smart phone user, increased 5.3% from 2020 and those number continued to raise every year (Statista 2020). This incremental should be contributed positive matter to its user, once reading nonfiction book to up scaling either knowledge or soft skill. Gray (2017) stated empathy map is a human-centred design toolkit developed by XPLANE a design consulting company. The empathy map was created to help a team share the same understanding with customers. Empathy maps are often used to improve customer experience, to navigate political organizations, to design work environments, and many others
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