The Coronavirus Disease of 2019 (COVID-19) that is transmitted through the human respiratory system has a very high infection rate worldwide, including Indonesia. To cut off this outbreak, Indonesia has implemented some social distancing strategies that have an impact on the significant decrease of economic growth rate and the increase of poverty rate. To meet basic needs, people should continue their work in the middle of COVID-19 fear. Informal workers are among the most vulnerable groups to COVID-19 transmission because they frequently interact with the outsiders and find it difficult to comply with the health protocols. One way to prevent the COVID-19 transmission is the use of Personal Protective Equipment (PPE) such as masks, face shields, and gloves. Although these products to some degree are effective in preventing transmission, several risks that may endanger its users, such as incorrect or excessive use, incorrect maintenance, bad PPE design, and others. Therefore, this research aims to analyze the risks of the COVID-19 PPE and review the prevention recommendations for these risks. Risk analysis was carried out using the Failure Mode and Effect Analysis (FMEA) to analyze the use of masks, face shields, and gloves for the context of general informal workers in Indonesia. There are 5 aspects analyzed: product design, preparation for use, use, storage, and disposal. Based on the analysis, there are 10 mask risks, 15 face shield risks, and 12 gloves risks that need to be considered by informal workers and PPE designers and manufacturers as well.

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Berbelanja merupakan aktivitas pokok yang harus dilakukan manusia untuk memenuhi kebutuhan hidupnya. Namun, perkembangan teknologi saat ini secara tidak langsung mempengaruhi pola berbelanja manusia, khususnya konsumen milenial yang beralih menggunakan saluran online. Hal ini merupakan tantangan dan peluang bagi para peritel toko offline yang bersaing secara langsung dengan toko online yang menawarkan kemudahan dan kecepatan. Perancangan aplikasi berbelanja offline dapat membantu konsumen melakukan kegiatan belanja offline dengan mudah dan cepat serta menawarkan pengalaman baru yang belum pernah dirasakan sebelumnya. Proses perancangan dilakukan dengan mengumpulkan tanggapan responden terkait kegiatan berbelanja offline di Yogya Department Store hingga didapatkan daftar kebutuhan pengguna. Selanjutnya, penentuan mission statement, audience modelling, conceptual design, implementation design, dan implementation dilakukan sesuai tahap perancangan WSDM. Tahap implementation design menghasilkan 3 buah konsep rancangan aplikasi, yaitu E-Store, V-Store, dan E-Shop. Berdasarkan hasil penilaian 4 orang responden, konsep desain E-Store mendapatkan perolehan nilai tertinggi sebesar 18,6 mengacu pada pemenuhan daftar kebutuhan pengguna. Konsep desain E-Store kemudian dikembangkan menjadi high-fidelity prototype dengan mengadaptasi beberapa fitur dari konsep lain dengan bantuan software Adobe XD. Evaluasi dilakukan dengan menguji tingkat usability dan user experience dari 12 orang partisipan. Partisipan diminta untuk mengerjakan task list dan memberikan penilaian dengan SUS sehingga didapatkan data kuantitatif dengan perolehan nilai sebesar 79 dan data kualitatif dari tanggapan partisipan. Sementara, pengujian user experience dilakukan dengan HEART framework dan hasil kelima metrik menunjukkan penilaian sangat baik dengan penilaian di atas 70%. Perbaikan prototipe selanjutnya dilakukan pada masing-masing poin yang mendapatkan nilai rendah ataupun mendapatkan tanggapan negatif dan saran dari partisipan.

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Nowadays, customer experience is one of the most powerful forces to increase customer satisfaction, customer loyalty, service quality, and company profit, especially for the cosmetics retail industry that is strongly influenced by the hedonic aspects. Therefore, this exploratory study aims to analyse plausible combinations of factors to reveal commonalities of online and offline customer experience with retail stores to support retailers in the alignment of the store system design with the promising profile of millennial women. The study uses a combination of several methods to conduct a comprehensive analysis, namely Eye Tracking (ET), Customer Journey Analysis (CJA), Retrospective Think Aloud (RTA), and In-Depth Interview (IDI). The analytical methods deliver qualitative and quantitative data to explore both positive and negative experiences from the customer point of view. The study reveals many possible factors that can bring positive or negative customer experience from a cosmetics retail store. Based on the findings, the design recommendations for offline and online cosmetics retail stores (physical, interface, and service systems) were made to help cosmetics retailers produce a positive customer experience. This paper provides two research contributions to the field of service experience. First, the study uses an original combination of four methods that have never been used to explore the experience comprehensively. The combination can increase the depth of this exploratory study in understanding the complexity of all customer experience dimensions. Therefore, this study brings a fresh perspective on the development of the method that can be used by many researchers in a similar area. Second, this study fills the existing gap in that area of exploratory research on customer experience in the cosmetics retail sector. This study could help many cosmetics offline or online retailers to improve their store system to bring a positive customer experience to millennial women as their biggest customer segment. This study could also inform the system design for new “players” in the cosmetics retail industry with valuable guidelines for a positive shopping experience at their store.