[Interview] Going deep into the field from the user's perspective
Contents
- Person in charge
- Services for "appropriate" and "efficient" management of public documents
- Creating points of contact with users while aiming for an operating rate of 99.9%
- Understanding and absorbing differences in the flow of work among ministries and agencies
- Contact with users is a valuable opportunity to obtain materials for improvement
- What is important is to continue communication on the ground
- Related Pages
Person in charge
Makiko , Yamamura, Deputy Director (center)
After working as a system engineer in the private sector and working in Cabinet Office and Ministry of Internal Affairs and Communications, he moved to Digital Agency in September 2021. He was in charge of the operation and maintenance of EASY, the system improvement plan and construction in accordance with the revision of the guideline, etc.
Officer Takahashi I (left photo)
He joined Ministry of Internal Affairs and Communications in April 2018 and moved to Digital Agency in July 2024. In charge of system operation and maintenance and responding to inquiries from user organizations.
Eii Officer Kotono (photo right)
He joined Digital Agency in April 2023. He coordinated user surveys and satisfaction surveys for UI/UX improvement, and provided operational support for training preparation.
*The affiliation and job title are those at the time of the interview.
Services for "appropriate" and "efficient" management of public documents
- Please tell us the outline of EASY and how you understood the user's point of view.
Yamamura EASY is a service to manage administrative documents "appropriately" and "efficiently" through digitalisation based on the law. "Appropriately" means to understand both the rules and system aspects of handling administrative documents, to prevent document falsification, to create a system that can properly record the history, and to manage each document along its lifecycle. "Efficiently" means to design and experience the screen so that users can use the service conveniently and without stress, and is considered to be one element of the development, operation, and construction of EASY.
Creating points of contact with users while aiming for an operating rate of 99.9%
- What are their roles and responsibilities?
Yamamura I try to look at the overall behavior of the service while imagining how EASY should be operated. There are a wide range of factors involved, such as operation, development, response to guideline revisions, and securing the budget. However, the important thing is to maintain a stable operation 24 hours a day, 365 days a year. This service is used by many staff members, so it should not be stopped. In order to achieve the service KPI of an operation rate of 99.9% and to further advance EASY, we are working on additional areas, such as expanding functions and improving operational efficiency.
Sakae In conducting user surveys aimed at improving user experience and screen operability, I am in charge of coordinating with users from government ministries and agencies, service design staff in Digital Agency, and external developers, as well as preparing for training sessions aimed at mastering EASY.
Takahashi I am in charge of system operation and maintenance. For example, I am responsible for responding to and coordinating questions and inquiries from each system that is linked. In addition, my main task is to respond to various questions and requests from users of EASY as a responsible division, taking into account the various systems of public document management and in cooperation with the operation business operator. I think I have many opportunities to contact with the employees of the government ministries and agencies who are the users.
Understanding and absorbing differences in the flow of work among ministries and agencies
- Are there any considerations for operation?
Yamamura EASY is a service that conforms to the Act on the Management of Public Records and Archives, so in a broad sense there are strict rules. On the other hand, even within the scope of those rules, there may be subtle differences in the detailed methods and flow of work depending on the government agency or department. Therefore, it is important to understand and absorb the differences. We try to collect opinions from the government agency and conduct user interviews on a regular basis. In addition, no matter how convenient and easy-to-use a function is, it is not easy for everyone to use it without hesitation. Therefore, it is important to provide training and prepare easy-to-understand answers to inquiries.
Contact with users is a valuable opportunity to obtain materials for improvement
- How do you see the point of contact with users?
Sakae In my case, based on the results of the satisfaction survey, I ask for interviews with people who are engaged in the management of official documents in government ministries and agencies. It is a valuable opportunity for me to listen to stories that I could not have imagined, such as how I usually use EASY and what kind of inconvenience I feel.
Takahashi I mainly respond to inquiries by e-mail and phone. There are questions such as "What should I do with this operation?", requests such as "I am happy if it becomes like this", and some opinions such as "Shouldn't I do this here?" There are sometimes harsh contents, but I am responding with the understanding that all users' voices are important materials for improving EASY.
What is important is to continue communication on the ground
- What points do you feel are particularly important in creating services?
Sakae I have visited several ministries and agencies as a user interview, and when I listen to them directly, I sometimes get requests that I couldn't say even if I wanted to.
Takahashi When I have an opportunity to meet with staff who have made inquiries during training, I try to actively communicate with them, even if it is just a small talk.
Yamamura Government officials make inquiries when there is something they want to do and they cannot do it. In response to opinions such as "Why can't I do it?" and "Please make it possible?", considering the budget and schedule, it is impossible to realize all opinions. Therefore, it is important to prioritize and create a process that satisfies them. In addition, it is important not only to have the ability to organize logical priorities, but also to have a sense of being able to firmly grasp what you felt at the site and make use of it. I think that by communicating directly with users like two people, you will develop a sense of being at the site where you can deeply step into the "user's perspective."