Achieved a reduction in call center inquiries by improving the usability of the operation manual

 Services Utilized

- Manual Creation

Video Manual Creation

Background

SBI Securities Co., Ltd. (hereinafter referred to as SBI Securities, with no honorifics) has established itself as the largest online securities firm in Japan since launching its internet trading services in October 1999, pioneering comprehensive online securities in the country.

We have received high ratings in various customer satisfaction surveys conducted by third-party evaluation organizations, and we are actively working to improve usability.

You felt the need for further improvement in organizing the operation manuals for trading tools and applications.

Challenges Before Implementation

At SBI Securities, we aim to support users in resolving operational questions on the web by enhancing the user manuals for trading tools and applications.

We are actively working on this as one of the strategies to improve user customer satisfaction, which also leads to enhanced operator support services in call center operations.

 

・The format of the manual is PDF, so the usability is not sufficient.

Information is duplicated and scattered in forms such as manuals, help, and FAQs, making it difficult to find.

・The manual is far from the top page, making it difficult for users to find.

 

You had that issue.

In such circumstances, in November 2017, you visited our website, made an inquiry, and a selection process was conducted among several companies.

Reasons for Choosing Human Science

Specific Improvement Menu Proposals and Cost Simulations

- Proposal Details

"Based on the survey results from the call center, it was suggested to provide easy-to-understand explanations of how to use the tools tailored to the users' purposes, and to create HTML content that is easy to view on smartphones and tablets.
Advice that took into account the comparison of manual creation tool characteristics and maintainability was also helpful. By incorporating video explanations for each point, we expected to further improve customer satisfaction." (Mr. Kakizawa)

Estimate

"Through cost simulations with multiple plans, we were able to verify the cost-effectiveness of each improvement option in advance.
In each phase of research, design, rewriting, and editing, it was clearly shown why and what costs were required, allowing us to consider the optimal investment costs." (Mr. Kakizawa)

Manual Improvement Process

December 2017 - Vendor Selection

January 2018 - Production Policy Established

February 2018 Kickoff, Table of Contents Proposal, Pilot Version Manuscript

March 2018 - Video Specifications & CSS Design

After confirming the finished image with the table of contents draft and sample, we were able to proceed with manuscript production and video production.

March to May 2018: Manuscript Writing and Video Production

Delivery in June 2018