In-house Development of Online Document Submission System

In collaboration with the on-the-ground teams, we have developed an in-house system that can be used to submit documents completely online. As a result, we were able to address specific needs that could not be handled by outsourcing, creating a system that is easy for customers to understand and easy for on-the-ground teams to use.

By making incremental improvements through agile development, we have been able to achieve concrete results such as reducing submission errors and eliminating unnecessary documents.

Outsourcing the development had limitations in creating a system that was both easy for customers to understand and easy for on-the-ground teams to use, as required for the online document submission system. It also made it more likely for requirements to be missed by the on-the-ground teams without specialized knowledge.

Moreover, since minor improvements also required time and cost, it was imperative for us to send requests in batches, making it difficult to implement improvements in a flexible manner.

With close collaboration between our on-the-ground teams and development teams, we aimed to build simple, easy-to-use systems that aligned with our customers' perspective.

We adopted Agile development, starting with a speedy product release with the only absolute minimal functionality needed for usability. Subsequently, we made flexible and incremental improvements based on customer feedback and insights from the on-the-ground teams, while carefully reviewing both the features and user flow of our products.

By reviewing our UI/UX from our customers' perspective, we have been able to reduce unnecessary input fields and made the purpose of submitting documents easy to understand and clear. As a result, we were able to address specific needs that could not be handled by outsourcing and create a system that is easy for customers to understand and easy for on-the-ground teams to use. We could achieve results such as reducing submission errors and eliminating unnecessary documents.

The challenges and issues include securing and training IT personnel, including “Product Owners.” We aim to improve overall operational efficiency and service quality across the Group, and will work to build a more intuitive system based on performance data and feedback from the on-the-ground teams.

However, in the future, we will continue to prioritize making improvements to the convenience of our products for our customers, and make improvements based on usage data and the feedback we receive from the on-the-ground teams, aiming to create a mechanism that can be used more instinctively.