Design and Development of Emergency Mobile Application Using Design Thinking and Agile Scrum: A Case Study of Batam City

Abstract

Emergency response in Batam City, an area with high urban mobility and dynamics, is often hampered
by slow reporting mechanisms. Residents must contact different numbers for each service in different
areas, such as the fire department, ambulance, or police, causing confusion and wasting valuable time,
especially in panic situations. The absence of an integrated system specifically creates significant
inefficiencies in emergency service response. This study aims to design and develop an integrated mobile
application that serves as a tool to accelerate the reporting and handling of emergency conditions and
public utility services in Batam City. The methodology used combines the Design Thinking approach,
which ensures that solutions are designed based on the real needs and experiences of users, with the Agile
Scrum method, which allows for a flexible and iterative development process. This research successfully
produced a functional application that was then comprehensively tested. Functionality testing using the
Usability Testing Method showed that all core features worked well, were valid, and performed as
expected. To measure usability, a System Usability Scale (SUS) test was conducted, resulting in an
exceptional score of 88.82. This score places the application in the “Excellent” category, with an
“Acceptable” user acceptance rating, indicating a highly intuitive and easy-to-use interface. The main
conclusion is that the developed application has proven to be highly viable, functional, and well-received
by users. This application shows significant potential as an effective tool for improving the speed and
efficiency of emergency service responses, and could serve as a model technological solution for public
service integration in the City of Batam.