Observation-Based Needs Assessment for Developing a FAQ-Based Tourism Information System Prototype in Penglipuran Tourism Village

Abstract

The availability of accurate and accessible tourism information plays an important role in supporting visitor experiences and sustainable tourism development. However, tourism information in Penglipuran Tourism Village is distributed through multiple communication channels, potentially causing fragmented information delivery and difficulties for visitors in obtaining consistent information. This community service study aimed to identify the digital information needs of Penglipuran Tourism Village and formulate a conceptual design recommendation for a web-based Frequently Asked Questions (FAQ) tourism information system. A qualitative descriptive approach was employed using field observation and an observation-based needs assessment. The observation findings were analyzed to identify existing conditions, evaluate the current digital information ecosystem, determine functional system requirements, and develop a conceptual prototype. The results revealed several issues, including fragmented tourism information, repetitive visitor inquiries, limited accessibility of official digital information, and scattered information regarding local micro, small, and medium enterprises (MSMEs). These findings were translated into functional requirements, an information architecture, and a conceptual prototype consisting of a centralized homepage, keyword-based search, categorized FAQ pages, an MSME directory, and contact services. The proposed prototype serves as an evidence-based design recommendation that reflects the actual information needs identified during field observation and provides a foundation for future implementation of digital tourism information services. This study demonstrates that observation-based needs assessment can support the development of user-centered digital solutions for tourism villages while contributing to sustainable tourism information management.