<![CDATA[The development of information technology in the era of Industry 4.0 has encouraged digital transformation in airport service management, particularly in passenger assistance services. Airports are required to provide fast, efficient, and integrated services to improve passenger convenience and satisfaction. However, passenger assistance services at Sultan Thaha Jambi Airport are still predominantly conducted manually, causing delays, limited coordination among service officers, and inefficiencies in service delivery. This study aims to design a prototype of a digital service system for passenger assistance at Sultan Thaha Jambi Airport. The proposed system, named “My Help”, is designed to facilitate digital-based assistance requests such as wheelchair services, baggage assistance, special passenger handling, and information services. The research uses a Research and Development (R&D) approach with the prototype method, consisting of requirement analysis, system design, prototype development, and user evaluation. Data were collected through interviews, observations, and documentation involving airport officers and service users. Data analysis was conducted using a descriptive qualitative approach based on user feedback regarding system usability, interface design, and functional suitability. The results show that the designed prototype is capable of providing an initial digital service model that simplifies the process of requesting assistance and improves coordination between passengers and service officers. The “My Help” prototype can serve as a conceptual foundation for the future development of a fully implemented web-based digital service system to enhance passenger assistance services at regional airports, particularly at Sultan Thaha Jambi Airport.]]>
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