#Japan #Digital Adoption #Niigata #Tech Touch #Dai-Ni Hokusei Bank

Improving the User Experience: Dai-Ni Hokusei Bank embraces Tech Touch for Online Loans

Dai-Ni Hokusei Bank, a leading financial institution in Niigata, Japan, has recently integrated Tech Touch, a no-code digital adoption platform, into its online personal loan application interface. This move aims to enhance user experience by simplifying and streamlining the process for customers. The implementation is part of the bank's ongoing efforts to provide an accessible and efficient digital environment.

Background of the Implementation

As the main bank for many businesses in Niigata, Dai-Ni Hokusei Bank is committed to supporting the local economy with diverse financial services. In light of the increasing usage of digital channels, including web and mobile applications, the bank recognized the need for an improved online loan application service that remains available even during off-hours. However, the existing application screen presented challenges to customers. Fields that required judgment, such as annual income or existing loans, created hurdles, leading to user frustration and, at times, abandonment of the application process.

Previously, rectifying issues with the application interface required external vendors, leading to prolonged times and costly development cycles—up to two months—even for minor adjustments. Thus, adopting Tech Touch became an appealing option, allowing the bank to enhance user experience continuously without overhauling the existing system.

Key Benefits of Tech Touch

The decision to adopt Tech Touch was influenced by several crucial factors:

1. User-Driven Improvements: Employees who lack IT expertise can intuitively create or modify operational guides and pop-ups without external assistance, facilitating faster enhancements.

2. Proven Track Record in Banking: Tech Touch demonstrated extensive experience in financial institutions, meeting Dai-Ni Hokusei Bank's stringent security requirements, essential for handling sensitive financial data.

3. Responsive UI Adjustments: The platform allows for quick identification of areas where users experience confusion and empowers staff to modify guidance accordingly. This agility enables rapid iterations based on user behavior post-launch.

For example, when entering the purpose of a loan, helpful pop-ups can provide immediate assistance, reducing ambiguity and improving completion rates.

Anticipated Outcomes

Dai-Ni Hokusei Bank plans to evaluate the effectiveness of Tech Touch on the personal loan application screen. The bank aims to achieve several outcomes:

1. Reduction in User Confusion: By providing clear instructions on the screen, the bank hopes to minimize uncertainties and errors, allowing customers to navigate the loan application independently and comfortably.

2. Increased Completion Rates and Reduced Staff Workload: By analyzing application completion trends and user engagement, the bank aims to decrease the dropout rate and enhance overall completion rates. In addition, this will simultaneously reduce the staff's workload related to verifying entries and providing customer support.

Future Prospects

Looking ahead, Dai-Ni Hokusei Bank plans to continue improving the interface based on user data and behavior analytics. The ultimate goal is to enhance the completion rate for online applications and increase the conversion rates across all digital channels. Moreover, insights gained from this initiative will inform developments in other customer-facing and internal systems, thus improving the overall customer experience and driving digital transformation within the organization.

A representative from Dai-Ni Hokusei Bank remarked, “In promoting personal loans, we focus on enhancing UI/UX for non-face-to-face channels, ensuring our customers can smoothly complete the necessary procedures. Tech Touch enables us to make internal adjustments without reliance on external developers, reinforcing our objective of improving the web application ratio and reducing dropout rates.”

About Dai-Ni Hokusei Bank

Dai-Ni Hokusei Bank predominantly operates in Niigata Prefecture and is dedicated to meeting diverse customer needs through improved UI/UX in both face-to-face and non-face-to-face channels. The bank is also committed to addressing challenges such as workforce shortages by promoting digital transformation, contributing to sustainable regional development.

Learn more about Dai-Ni Hokusei Bank here.

About Tech Touch, a Digital Adoption Platform

Tech Touch allows for easy creation and implementation of operational guides without coding, reducing the burden on system administrators and facilitating smoother user experiences. With features like intuitive guides and detailed user activity analysis, it supports problem-solving for users. The platform has been implemented by a wide range of entities, from major enterprises to startups and government agencies, boasting over ten million users and leading market share in Japan. Tech Touch is recognized for its design excellence and is endorsed by J-Startup, a program by the Japanese Ministry of Economy, Trade and Industry.

Discover more about Tech Touch.

Media Inquiries

For service implementation inquiries, please contact:
Takahashi, Tech Touch Sales Department: Contact Us
For interview requests, reach out to:
Nakama, Goto, or Fujioka at [email protected]