Part 1] System Replacement Reduces Contact Desk Work by 44%, Makes Diagnostic Tests Easier to Create

(*1)

Release Date :December 20, 2024.

• Content sales (B to B)

Release Date :December 20, 2024.

Tokio Marine D.R. Inc. was established in 1996 as a risk consulting company of the Tokio Marine Group. As a group of experts that uses digital technology to accurately resolve risks, the company takes on the challenge of tackling a wide range of social issues. The company's Transportation & Mobility Division provides a wide range of support to companies to build and strengthen their vehicle safety management systems, from legal compliance support to consulting based on surveys and analysis, and as part of this support, the company offers a traffic safety web-based learning service. LearningBOX is currently being used as the system infrastructure for this service. In this interview, we spoke with the chief researcher of the Transportation & Mobility Division. This interview will be presented in two parts, Part 1 and Part 2.

The most decisive factor in the introduction of learningBOX was its simple UI.

First of all, could you tell us about your business?

We provide consulting services to corporate clients in various risk areas. Among them, the Transportation & Mobility Division proposes support for the establishment of safety management systems and accident reduction based on our long-accumulated automobile accident data and consulting experience of more than 1,000 cases per year. Other areas of support include safety management and safety measures for automated vehicles and the new mobility that has become increasingly diversified in recent years.

I myself am in charge of operations for WebstadR, an e-learning business that utilizes learningBOX, and I am also responsible for overseeing system development, maintenance, and operations for the Transportation and Mobility Division.

Please tell us how you first heard about learningBOX and what interested you about it.

We began utilizing an e-learning infrastructure as a means of providing value to our customers more than 15 years ago. Over that history, we have changed the underlying system several times. While your learningBOX is generally used by companies for their own internal training, our e-learning business itself is a form of consulting, and many of our clients use it as part of their employee training.

I first became aware of learningBOX through a web search. there are many vendors of e-learning systems, and I looked at all of the systems that are considered to be among the major players, while also comparing various systems with newer, or latecomer vendors that I thought would be growing in the future. We considered a number of different systems.

I paid attention to learningBOX because I thought its simple UI was very good. I am still very impressed with the UI at first glance.

Can you tell us what were the deciding factors for the introduction (replacement) of the learningBOX?

Since this is a system used by our customers, it is important to look at it from the customer's point of view rather than from within the company. Cost performance, of course, but also ease of use and system stability are directly related to customer satisfaction and service quality.

Unfortunately, the previous system had some usability issues, and customers were particularly dissatisfied with some aspects of it. It was difficult to use because it was complicated to operate, and it was hard to notice where to click at a glance. The simple UI of learningBOX was the biggest deciding factor for us.

System migration was a difficult path with significant internal and external impacts.

What were some of the challenges you faced in migrating to learningBOX?

This is not because we used your service, but because we have been in the e-learning business for more than 15 years, and we have a certain number of customers who have been using our service for a very long time. While there are complaints that the previous system is difficult to use or the manuals are hard to understand, there is also a sense of "familiarity" with the system. Therefore, it can be said that there is always a rejection of changing the system.

I had a hard time answering the question, "Why change again when I'm so used to it?" We had a very hard time finding an answer to these concerns. The best way was to have the customers actually use the system and be convinced. In addition to communication with customers, such as guidance on the transition, it was also important for us to move within the company.

How did you work internally?

We need to train the members in charge of operations, but in the initial stage, core members such as myself and the operations staff will start with a deep knowledge of learningBOX.

We actually design the migration and then start the operational design, but once the migration is underway and operations are finally in full swing, we have to involve stakeholders who are not deeply familiar with the new learningBOX system.

It was really hard to win over the many stakeholders who said, "We didn't know that much about the previous system, but we know even less about the new system. Especially because of the reputation of the previous system, everyone was skeptical, so there was a lot of pressure to make sure everything would be okay this time. The pressure was great.

As with any system, I am sure this kind of problem will appear at the start of operation. I am sure that other companies are also experiencing difficulties. The level of understanding and empathy among the people involved varies widely. Even if the core members have a deep knowledge of the system and think "this is easy to use," it is very difficult to get members who do not know much about the system to sympathize with them and move forward together in the same direction.

What was the reaction within the company after the operation started?

There was an air of skepticism within the company at first, but as the actual operation progressed, this atmosphere began to change a bit. We had people actually use the system and look at the screens. Then we began to hear comments like, "It's very easy to understand," "It's simple and easy to see," and "I can easily figure out which button to press without looking at the manual.

The help desk has actually seen a dramatic decrease in the number of inquiries from customers, and by accumulating these facts one by one, we have gained trust within the company.

Mixed services that were previously mixed are now integrated into a single system to strengthen the system.

Please tell us about the background behind the launch of "WebstadR," a traffic safety web-based learning service.

We have been in the e-learning business for more than 15 years, so there was a mix of services and systems under different names.

This time, we decided to reorganize all of the services and put them together as one service system, and to come up with a new name for it. We decided on "WebstadR," a fusion of the words "web" (via the Internet), "study" (to learn), and "D-R," a shortening of our company name, and registered it as a trademark. Organizing and unifying our service system and registering the name as a trademark was of great significance to us, and we renewed our determination to provide our customers with a new user experience with "WebstadR".

Can you give us an overview of the "WebstadR" traffic safety web-based learning service?

We offer two lineups: the "Safe Driving Web Course," which allows users to select and use the necessary content regardless of industry, and the "Guidance and Supervision Guideline Compliance Package" for truck, bus, and cab industries.

The "Guidance and Supervision Guideline Compliance Package" is designed for so-called professional drivers. The Ministry of Land, Infrastructure, Transport and Tourism's laws and regulations stipulate that drivers engaged in the transportation industry must undergo prescribed training at least once a year, including driving tips and hazard prediction training according to the characteristics of the vehicle. (*2).

The Safe Driving Web Course has more than 150 pieces of content, and we add new content every month, so the actual number is much higher than this. The content isPDFVideo (Video Uploadthe...embedded video(See Section 2.1.2.),Quiz/Examthe...Personality testIt consists of various formats such as

(*2) For freight forwarders (trucks). Passenger carriers (buses and cabs) also have corresponding contents as well.

How many people are involved in the creation of each of the contents of WebstadR? How often are updates made and what are your plans for improvement?

For us, each piece of content is a mass of know-how and a source of value, so it is not just the person in charge of the e-learning business who creates content; all consultants are involved in its production.

As for content updates, some of them are quite frequent, such as when laws are revised or when we deliver new content every month. After many years of service, we have grown to our current lineup. We are discussing how to enhance the content while keeping abreast of what themes are being sought by customers in line with technological innovations and changes in society and laws and regulations surrounding mobility.

In addition to the content of the content, we also discuss the form of the content (how to communicate and the method of delivery) as well. We are always looking for the best solution in light of the consulting objectives, while balancing cost and quality, especially "educational effect". We are always looking for the best solution in light of the consulting objectives, while keeping a balance between cost and quality, especially "educational effect.

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- Survey targeting the most common inquiry (category) highly relevant to the operation of e-learning systems: "Cannot log in (cannot log in for some reason)".
- The number of cases is based on help desk inquiry records. Figures for FY2022 (April-September) and FY2024 (April-September), when the contrast between the old and new systems is clear, are used for comparison.

To be continued, including the effects of introducing learningBOXPart 2 articlefor more information.

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