Proposed Service Innovation in Digital Wallet using Service Science Perspective (Case Study: bjb DigiCAsh by Bank BJB)

Abstract

In today's digital era, everyone prioritizes speed and convenience in making transactions. One of the digital innovations present in this era is server-based e-money, better known as digital wallet/e-wallet. The use of digital wallets continues to increase, making every company engaged in this field must continue to innovate to gain a competitive advantage.Bjb DigiCash is a digital wallet, one of the digital products from BJB Bank. The number of bjb users continues to increase.However, the number of active bjb digicash users is still far from expected, with only 36.7% of the total number of bjb digicash customers who actively use this application as their payment instrument. This study aims to determine the cause of the problem of low customer experience for bjb DigiCash so that they do not actively use it and find innovative solutions to these problems that suit customer needs. Therefore, the researcher will conduct in-depth interviews with the management of bjb DigiCash to find out deeper problems and the current state of business and service activities of bjb digiCash. Moreover, conduct in-depth interviews with customers to determine what they want and need to continue using bjb DigiCash as their payment instrument. The researcher also conducted a Failure Mode and Effect Analysis (FMEA), 5 why's Analysis, and a value co-creation and orchestration platform to identify service and product innovations that bjb DigiCash could carry out. Finally, using the weighted decision matrix to find out which innovations are the best, functional and in accordance with current customer needs. Keywords - Digital Wallet, Service Innovation, Value Co-Creation and Orchestration, Failure Mode and Effect Analysi