Pengalaman Pengguna sebagai Penentu Nilai Kecerdasan Buatan pada Layanan Kesehatan Digital Sirkumsisi

Bayu Kelana; Albert Sembiring

doi:10.31004/riggs.v4i4.5603

Authors

Bayu Kelana Universitas Bunda Mulia
Albert Sembiring Universitas Bakrie

DOI:

https://doi.org/10.31004/riggs.v4i4.5603

Keywords:

Kecerdasan Buatan, Layanan Kesehatan Digital, Pengalaman Pengguna, Empathy Map, Human-Centered AI

Abstract

Perkembangan kecerdasan buatan (Artificial Intelligence/AI) mendorong transformasi berbagai model bisnis layanan kesehatan digital. Namun, nilai AI dalam konteks layanan yang bersifat sensitif dan berbasis kepercayaan masih belum sepenuhnya dipahami dari perspektif pengalaman pengguna. Penelitian ini bertujuan untuk mengeksplorasi bagaimana pengalaman pengguna membentuk pemaknaan dan nilai AI dalam konteks layanan kesehatan digital sirkumsisi. Penelitian ini menggunakan pendekatan kualitatif dengan analisis tematik reflektif terhadap data wawancara mendalam dari empat pengguna bermakna yang terlibat langsung dalam praktik layanan. Empathy map digunakan sebagai kerangka analitis untuk mengorganisasi dimensi pengalaman pengguna secara kognitif, emosional, dan perilaku. Hasil penelitian mengidentifikasi empat tema utama, yaitu: (1) pendekatan human-centered sebagai fondasi nilai AI, (2) otomasi administratif sebagai sumber nilai praktis AI, (3) pengaruh konteks skala layanan dan praktik profesional terhadap pemaknaan AI, serta (4) nilai profesional dan etika sebagai batas penerimaan AI. Temuan menunjukkan bahwa AI dipersepsi bernilai ketika digunakan untuk mendukung tugas non-inti dan selaras dengan alur kerja serta nilai profesional pengguna. Sebaliknya, penerapan AI pada aspek inti layanan yang menyentuh empati dan pengambilan keputusan klinis dipersepsi memiliki batas etis yang jelas. Penelitian ini berkontribusi pada literatur AI dan bisnis digital dengan menegaskan peran sentral pengalaman pengguna dalam penciptaan nilai AI pada layanan kesehatan digital yang kontekstual dan berbasis kepercayaan.

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