#Japan #Tokyo #Waseda University #TechTouch #e-Trip

Waseda University Improves Travel Authorization with TechTouch

Waseda University has made significant advancements to its travel authorization system, e-Trip, by incorporating TechTouch, an AI-based Digital Adoption Platform (DAP). This integration aims to enhance the system's usability, effectively reducing the time staff and students spend navigating the application process.

Background of Implementation

For the past six years, approximately 4,000 faculty and students at Waseda have utilized the e-Trip system, which handles about 5,100 travel requests monthly. However, the system's complex multi-layered approval process has resulted in a high number of input fields, leading to frequent errors and requests being sent back. Consequently, many users faced extended application times, raising concerns about the system's usability. Despite complaints, the specific issues affecting user experience were not clearly understood due to a lack of statistical data.

As travel activities resumed in 2022 following a pandemic-related decline, the frequency of system usage increased, thereby amplifying the issues raised about its cumbersome operation. This growing necessity for a comprehensive system overhaul led to the exploration of incorporating a Digital Adoption Platform that could streamline user experience further through supportive features.

Decision to Implement TechTouch

In the search for a suitable DAP, Waseda University considered multiple options. The decision to adopt TechTouch was influenced by evaluating its established presence in the Japanese market and its extensive track record of implementation in governmental bodies and large enterprises. Additionally, the data analytics capabilities of TechTouch stood out, allowing for an unprecedented visualization of system usage patterns that were previously obscured. This feature promised to give insights into user difficulties, enabling a sustainable cycle of continuous improvement through a PDCA (Plan-Do-Check-Act) approach.

Benefits of Utilization

Following the introduction of TechTouch, the previously complicated system interface was simplified, enabling users to navigate the input process with ease. Notable reductions in the average input time for travel requests were observed, significantly alleviating the workload for both staff and students. Tooltips have been put in place for frequently confusing input fields, accompanied by operational guides, optimizing the user input flow.

Feedback from users has been overwhelmingly positive, with many noting that the interface is more straightforward and visually appealing, enhancing their overall experience. Moreover, the analytics function integrated within TechTouch has enabled tangible visibility into the effectiveness of improvements, keeping improvement teams motivated by demonstrating real progress.

Feedback from Waseda University

Takuto Shibayama, Manager of the Information Planning Section at Waseda University, expressed that the implementation of TechTouch in August has opened opportunities for enhancing the internal system's usability. The partnership has yielded effective improvements in the e-Trip system within a short timeframe, particularly due to concurrent UI updates and the inclusion of guidance features provided by TechTouch. He also mentioned that future plans include leveraging insights gained from TechTouch's data analytics to enrich input assistance guides further. Waseda envisions the successes achieved with e-Trip to be replicated across other internal systems in the future, emphasizing the expectation for continued innovative features reflective of user feedback from TechTouch.

About Waseda University

Established in 1882, Waseda University is a comprehensive education institution rooted in the Tokyo Specialized School. Its core principles promote academic independence, practical application of knowledge, and the cultivation of exemplary citizens. The university has produced leaders across various sectors including politics, business, academia, and culture, furthering its mission with a vision to enhance education and research advancements leading to societal contributions on the occasion of its 150th anniversary in 2032.

About TechTouch

TechTouch strives to create a world where all users can master systems effortlessly, currently serving over 9 million users (as of October 2025) in various organizations, including large corporations and government agencies. With a no-code approach, it facilitates the creation of guidance tools like navigational aids and tooltips, promoting user adoption and integration. TechTouch has received multiple accolades, including the Good Design Award and recognition as a J-Startup by the Ministry of Economy, Trade and Industry. The company is committed to developing new public service features through AI to enhance service utilization and streamline digital transformation in public projects.

For more details, visit TechTouch and check their Media Center.