[Interview] Going deep into the field from the user's point of view
Table of Contents
- Assigned To
- Services for "Appropriate" and "Efficient" Public Records Management
- Create points of contact with users while aiming for an occupancy rate of 99.9%
- Understand and absorb the differences in work flows among ministries and agencies.
- The point of contact with users is a valuable source of inspiration for improvement
- What is important is to continue communication in the field.
- Related Pages
Assigned To
Makiko , Yamamura, Deputy Director (center of photo)
After working as a systems engineer in the private sector, he moved to Digital Agency in September 2021 after working in Cabinet Office and Ministry of Internal Affairs and Communications. He was in charge of the operation and maintenance of EASY and the system improvement plan and construction associated with the revision of the guidelines.
Officer Takahasi Issei (left photo)
In April 2018, he joined Ministry of Internal Affairs and Communications. In July 2024, he moved to Digital Agency. He was responsible for the operation and maintenance of the system and for responding to inquiries from institutions using the system.
Officer Eii Kotono (photo right)
He joined Digital Agency in April 2023 and was responsible for conducting user surveys to improve UI/UX, coordinating satisfaction surveys, and providing operational support such as training preparation.
*Affiliations and job titles are as of April 1, 2025.
Services for "Appropriate" and "Efficient" Public Records Management
- Please give us an overview of EASY and how you viewed the user's perspective.
Yamamura EASY is a service for the appropriate and efficient management of administrative documents through digitalization in accordance with the law. "Appropriate" refers to the understanding of both rules and systems for handling administrative documents, as well as the creation of a mechanism to prevent document falsification and to accurately record history, as well as management in accordance with the life cycle of each document. "Efficient" refers to the screen design and user experience that enable users to use the service conveniently and without stress, and is considered to be an element of the development, operation, and construction of EASY.
Create points of contact with users while aiming for an occupancy rate of 99.9%
- What are their roles and responsibilities?
Yamamura I try to see how EASY works as a whole while imagining how it should be operated. There are various factors involved, such as operation, development, response to revised guidelines, and securing a budget, but the important thing is to maintain stable operation 24 hours a day, 365 days a year. It is a service that many staff members use, so don't stop it. In order to achieve the service KPI of 99.9% utilization rate and further advance EASY in a better direction, we are working on something extra, such as expanding functions and improving operational efficiency.
Sakae Eii I am in charge of coordinating with users from various government ministries and agencies, service designers in Digital Agency, and external developers in conducting user surveys to improve user experience and screen operability. I am also preparing for training to familiarize myself with 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 linked system. In addition, my main job is to respond to various questions and requests from EASY users as the supervising division, while taking into consideration various public document management systems, and in cooperation with the operating companies. I think it is a job where you have many opportunities to interact with government officials who are users.
Understand and absorb the differences in work flows among ministries and agencies.
- Is there anything you take into consideration when operating the system?
Yamamura Since EASY is a service based on the Public Records and Archives Management Act, there are strict rules in a broad sense. On the other hand, even within the scope of the rules, there are subtle differences in the detailed work methods and flows depending on each government agency and department. Therefore, it is important to understand and absorb the differences. We try to regularly collect opinions and conduct user interviews at each government agency. In addition, no matter how convenient and easy-to-use functions are created, it is difficult for anyone to use them without getting lost, so it is important to conduct training and prepare easy-to-understand answers to inquiries.
The point of contact with users is a valuable source of inspiration 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 people who are engaged in public document management at ministries and agencies to interview me. It is a precious opportunity to hear about how they usually use EASY and where they feel inconvenient. I could not have imagined.
Takahashi I mainly respond to inquiries by e-mail and telephone. I receive questions such as "How can I do this?", requests such as "I would be happy if this could be done", and sometimes opinions such as "This is what we should do here". Although there are times when the content is strict, I consider the opinions of all users to be important information for improving EASY, and I am working on it.
What is important is to continue communication in the field.
- What points do you feel are particularly important in service creation?
Sakae As a user interviewer, I have visited several ministries and agencies, and when I listen directly to their stories, I sometimes receive requests that I couldn't say even if I wanted to.
Takahashi During training and other occasions when I have a chance to meet with staff who have made inquiries, I try to actively communicate with them, even if it's just a casual chat.
Yamamura Government officials make inquiries when they have something they want to do but cannot do it. In response to opinions such as "Why can't you do it?" and "I want you to be able to do it?", considering the budget and schedule, it is impossible to realize all the opinions. Therefore, it is important to create a process that gives priority and satisfies them. In addition, not only the ability to organize logical priorities, but also the sense of being able to grasp and utilize what you feel at the site is important. I think that by directly communicating with users like the two of them, a sense of the site that can deeply step into the "user's perspective" will be cultivated.