Designing D-Lapor For Public Complaint And Budget Transparency Using User-Centered Design

Abstract

Public service reporting systems play an important role in supporting smart governance, transparency, and citizen participation in urban areas. However, the absence of integrated reporting platforms, limited transparency in government budget information, and unclear follow-up mechanisms often reduce public trust and participation. This study aims to design D-Lapor, a public complaint and budget transparency application for the City of Depok using a User-Centered Design (UCD) approach. The research employed qualitative descriptive methods through semi-structured interviews with citizens, students, and public officers to identify user needs and usability problems. The collected data were analyzed using user persona development, user journey mapping, task analysis, and information architecture design. The findings indicate that users require a reporting platform that is simple, transparent, responsive, and capable of tracking complaint progress in real time. In addition, users emphasized the importance of anonymous reporting, automatic GPS integration, visualized budget dashboards, and responsive notification systems. Based on these findings, the study developed wireframe and prototype designs that address both citizen and administrator requirements. The proposed system contributes to improving user experience, enhancing civic engagement, and supporting transparent digital governance. Furthermore, the integration of complaint management and budget transparency features demonstrates the potential of D-Lapor as a smart city solution that encourages participatory public services and strengthens public trust in local government institutions.