#Japan #Digital Adoption #Mitsubishi #Chiyoda #TechTouch

Introduction

Mitsubishi UFJ Nicos, a prominent player in the credit card industry, has recently announced that it has adopted the AI-driven Digital Adoption Platform (DAP) "TechTouch" in its online application system for corporate credit cards. This strategic move aims to improve user experience (UX) while significantly increasing the application completion rates.

Background of Integration

As one of Japan's leading credit card companies, Mitsubishi UFJ Nicos faces the challenge of ensuring a smooth online application process for its corporate credit card offerings. Previous systems suffered from complexities related to jargon-heavy language, excessive input fields, and intricate navigation pathways, leading to frequent user drop-offs. To counter these issues, a revamped user experience solution was desperately needed, ideally without extensive system overhauls.

To address these challenges, Mitsubishi UFJ Nicos implemented several enhancements using TechTouch, which included:

• - Providing pop-up guidance regarding required documents at the beginning of the application.
• - Displaying input rules for fields such as phonetic entries through tooltips to minimize input errors.
• - Automatically transferring previously entered data to streamline the application process.
• - Simplifying complex jargon through multiple-choice prompts for easier understanding.

Key Decision Factors

The decision to incorporate TechTouch was influenced by its unique capability to embed tags within existing systems, allowing for effortless creation and display of operational guides without the need for programming. This feature empowers frontline staff to set up user guidance dynamically, ensuring adaptability.

By utilizing TechTouch, Mitsubishi UFJ Nicos implemented crucial guidance features such as document visibility and input rule instructions (e.g., half-width versus full-width characters) to reduce operational burdens on customers, thereby achieving significant UX improvements. The rapid implementation within just one month was credited as a remarkable accomplishment, highlighting teamwork between TechTouch's sales and customer support teams and the Mitsubishi UFJ Nicos representatives.

Future Developments

Looking forward, Mitsubishi UFJ Nicos plans to extend the use of TechTouch beyond the corporate card application form to cover other services, including member portals (post-login sections). The aim is to create an intuitive and user-friendly operational experience for customers.

Insights from Mitsubishi UFJ Nicos

According to Eito from the Product Development Department at Mitsubishi UFJ Nicos, traditional corporate credit card application forms are often riddled with technical terms, creating confusion for users. The features offered by TechTouch have allowed them to support customers more effectively with easily adjustable and flexible settings. There's also an intention to leverage data analytics to continuously enhance the clarity of the application forms, ensuring a stress-free online experience for all users.

About Mitsubishi UFJ Nicos

As a core company of the Mitsubishi UFJ Financial Group (MUFG), Mitsubishi UFJ Nicos is committed to providing a variety of payment services designed to ensure a safe, secure, and convenient cashless society. Their services extend to the issuance of credit cards for individuals and businesses, as well as integrating payment systems for various merchants.

Explore more at: Mitsubishi UFJ Nicos

About TechTouch

TechTouch is a no-code platform designed to simplify the creation and implementation of operational guides, reducing the burden on system administrators while enhancing user experience. It offers intuitive guide creation and thorough analysis of user behavior to assist in problem-solving. Serving a diverse clientele—from major corporations to government agencies—over 8 million users engage with TechTouch. The platform has also garnered accolades, including the Good Design Award, and is recognized as a J-Startup endorsed by the Ministry of Economy, Trade, and Industry. With ongoing enhancements in AI capabilities, TechTouch is dedicated to driving digital transformation and improved customer experiences across Japan.

Learn more at: TechTouch