Determining smart tourism application features based on pain points of tourism stakeholders

Smart tourism contains the idea of making tourists comfortable and safe when they visit a tourist destination. Technological solutions can be used to make it easier for tourists to meet their needs. This study aims to analyse the features needed by tourists in the smart tourism application. The determination of these features is based on the user experience (UX) concepts. This research creates a mapping of pain points and opportunities felt by various tourism stakeholders in each tourism journey and then maps the important features to be implemented to solve the existing problems. From the 15 pain points and two opportunities identified, we determined 37 features for ICT-based solutions divided into 11 feature groups. The features that have been identified are then sorted using the entropy method. The ranking results indicate that the features of information search (such as destinations, attractions, transportation, and accommodation information), features that provide recommendations (such as amenities and itinerary recommendations), and travel plans simulation are the most important features for tourists.