From Manual to Digital: Transforming TransJakarta’s Service Assessment
A new digital system for assessing Transjakarta's services—including buses, bus stops, and vans. The assessment results are displayed on a dashboard that can be monitored by division heads for better oversight and decision-making.
Solo Product Designer
Transjakarta
Public Transportation
2021
Background
At Transjakarta, service quality is measured through SPM (Standar Pelayanan Minimal)—a monthly inspection covering five key services: bus stops, BRT, non-BRT, small buses, and Transcare.
These inspections impact not only public reports but also company profits and penalties regulated by the Dinas Perhubungan.
Today, the process is still manual. Surveyors receive their schedule via WhatsApp and fill out five separate Google Forms for each service type—making it time-consuming and prone to error.
Feel free to take a peek at an earlier version of the case study,
I created for the mobile app project
