Perancangan Desain UI/UX Sistem Pengaduan Bagian Umum dan Kepegawaian di ATR/BPN Kantor Pertanahan Kota Palembang

Abstract

This study aims to design a UI/UX for a public complaint system in the General Affairs and Personnel Section of the ATR/BPN Land Office of Palembang. The design was motivated by problems in complaint management, including limited transparency of complaint progress, lack of integration in communication between complainants and employees, and manual recording of complainant data. The study used the Object-Oriented Analysis and Design (OOAD) method because it supports a modular system design and facilitates future development and maintenance. Data were collected through observation, interviews with employees of the General Affairs Subdivision, and literature study. The resulting design includes functional requirements for online complaint registration using queue tickets, complaint status tracking, employee management of complaint files, and online interaction between complainants and employees. The design covers admin, employee, and complainant interfaces, including login, dashboard, user control, inbox, complaint file information, ticket booking, and complaint status pages. On the admin side, the system provides user management and dashboard functions. Employees can receive and respond to complaints, manage complaint status, and view submitted files. Complainants can register, log in, book a complaint queue ticket, submit complaint information and supporting scans or images, communicate with employees, and monitor the complaint process. The proposed design is intended to improve efficiency, accuracy, and transparency in complaint services at the Palembang Land Office.