問い合わせからはじめるサービス改善 / Service improvement from inquiries

利用ユーザーの問い合わせからは、システム不具合に限らないさまざまなサービス課題が見えてきます。
今回は、問い合わせ数の大幅減少と利用率向上につながったログインできない問題のサービス改善事例を元に、課題認識から改善に至るまでのプロセスを紹介します。

@s-dev talks
https://s-dev-talks.connpass.com/event/152081/

Transcript

1. Proprietary and Confidential ©2019 JapanTaxi, Inc. All Rights Reserved ㉏ְさ׻ַׇ׵כׄ׭׷ ؟٦ؽأ何㊣ +BQBO5BYJ吳䒭⠓爡 歊⚥ 峔㋐
2. 2 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 荈䊹稱➜ 歊⚥ 峔㋐ 
   )JSPLJ
   5BOBLB !UFSJZBLJTBO ؟٦غ؟؎سؒٝآص،3VCZ ̔
   ꂁ鮦69Ꟛ涪鿇 1BTTFOHFSTؚٕ٦ف (. 㥨ֹז劤
3. Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved
4. 4 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved չ+BQBO5BYJպ،فٔהכ تؐٝٗ٦س侧 㕂ⰻ/Pךةؙء٦ꂁ鮦،فٔ ⸇湅⠓爡 ⸇湅鮦⚕ ♰ 〴 䲿⣘ؒٔ،  鿪麣䏍源 ،فٔ ♰ تؐٝٗ٦س  爡 ˟"QQ
   "OOJF锃ץ ةؙء٦ꂁ鮦ꟼ鸬،فٔחֶֽ׷ծ傈劤㕂ⰻتؐٝٗ٦س侧 J04(PPHMF
   1MBZさ皾⦼ 锃叨劍꟦䎃剢傈_䎃剢傈
5. 5 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved فٗتؙز׀הך䱰欽鎉铂 ⛦㹏ぢֽչ+BQBO5BYJպ،فٔծ8FC歗꬗ • 3VCZ 
   4XJGU
   
   ,PUMJO
   
   +BWB4DSJQU ⛦⹡㆞ぢֽ%3*7&34 • (P 
   ,PUMJO ةؙء٦⠓爡ぢֽ+BQBO5BYJ 1BSUOFS
   1MBUGPSN • 4DBMB 
   +BWB4DSJQU
6. Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved ㉏ְさ׻ַׇ׵ך 何㊣銲劄㼎䘔
7. 7 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved ㉏ְさ׻ׇכ؟٦ؽأ铬겗ך彁屭 ِ٦ؠ٦ؽٔذ؍♳ך铬겗 ءأذي⩎ד嗚濼דֹגְזְ♶Ⱗさ 堣腉חꟼׅ׷颵㉏ ؙٖ٦ي 何㊣䲿周 ˘
8. 8 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved ㉏ְさ׻ַׇ׵何㊣銲劄׾「ֽ׷תדך崧׸ ،فٔꟚ涪 ث٦ي $9 ِ٦ؠ٦؟ه٦ز ㉏さׇ ♶Ⱗさ㜠デ 锃叨٥⥜姻⣛걾 何㊣銲劄铬겗 ،فِٔ٦ؠ ٦ ةؙء٦⠓爡
9. 9 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 何㊣銲劄㼎䘔ך铬겗 ׉׸׊׸㼎Ⳣ洽岀涸ז何㊣חז׶ָ׍ • 然钠ت؎،ؚٗ׾⳿ׅծ铡僇俑׾鷄⸇ׅ׷ծזו 㣐ֹז铬겗חאְגכ何㊣周ות׶ • 兛媮ךꟚ涪ةأؙה׃גכ鋉垷ָ㣐ֹֺׅ׷ Ꟛ涪׾鹌׭גְֻ⚥ד갽䮲 • ؎ٝػؙزծ䕦갟眔㔲ծٔا٦أח״׷鋅湫׃ ̔
   铬겗ך呎劤鍑寸ח鴬׶滠ֽזְ؛٦أָ㢳ַ׏׋
10. Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 铬겗ך呎劤鍑寸חぢֽ׋ ،فٗ٦ث
11. 11 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved ㉏ְさ׻ׇָ㢳ְךכ ؚٗ؎ٝꟼ鸬 寸幥ꟼ鸬 ؙ٦هٝꟼ鸬 ✮秈ꟼ鸬 
12. 12 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved ㉏ְさ׻ׇָ㢳ְךכ ؚٗ؎ٝꟼ鸬 寸幥ꟼ鸬 ؙ٦هٝꟼ鸬 ✮秈ꟼ鸬 
13. 13 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved ِ٦ؠ٦ָؚٗ؎ٝדֹזְ椚歋כ ػأٙ٦س׾䘌׸׋ ً٦ٕ،سٖأؚٗ؎ٝ*%׾䘌׸׋ ו׍׵׾䘌׸׋ַ׻ַ׵זְ 涫ꐮ׃גְזְַ׮׃׸זְ
14. 14 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved فٗآؙؑزך甧׍♳־ ؚٗ؎ٝؿٗ٦何㊣׾湡涸ה׃׋فٗآؙؑز׾甧׍♳־ $9ًٝغ٦׾فٗتؙزؔ٦ش٦涸ז甧׍⡘縧ח $9הꟚ涪ד♧筰ח铬겗׾椚鍑׃ג⹛ֻ
15. 15 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved فٗآؙؑزך⡤ⵖ فٗتؙز ؔ٦ش٦ فٗآؙؑز ٔ٦ت٦ 
    ؟٦غ؟؎س ؒٝآص، رؠ؎ش٦ ؿٗٝز  ؟٦غ؟؎س ؒٝآص، J04 ؒٝآص، "OESPJE ؒٝآص،
16. 16 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved ىحءّٝה䭷垥ך㹀纏 ىحءّٝ • ؚٗ؎ٝדֹזְ㉏ְさ׻ׇ׾乎徦ׅ׷ 何㊣䭷垥 • ؚٗ؎ٝꟼ鸬ך㉏ְさ׻ׇ侧 • ،فַٔ׵ךؚٗ؎ٝ䧭⸆桦
17. 17 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 荈爡ךؚٗ؎ٝؿٗ٦ך椚鍑 ➭爡ךؚٗ؎ٝؿٗ٦ךⴓ匿 铬겗钠陎ךׅ׶さ׻ׇ
18. 18 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 䭷垥ך㹀挿錁庠⻉ 何㊣䭷垥׾㹀挿錁庠דֹ׷朐屣׾אֻ׷ • ،فٔ؛٦ءّٝ⩎ח؎كٝزؚٗ׾➬鴥׬ • 鎘庠تحءُن٦س⻉ • $9ַ׵ך鹈如٥剢如㜠デ
19. 19 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 倵瘻΍ػأٙ٦سⰅ⸂ؿؓ٦يח湡 杆ְ • ػأٙ٦سⰅ⸂ىأח״׷ ؚٗ؎ٝ㣟侁׾זֻׅ 䭷垥 • ؚٗ؎ٝ䧭⸆桦 • 湡ךةحف侧 銲⟝ • 湡ךو٦ؙ׾ةحفׅ׷הծ Ⰵ⸂⚥ךػأٙ٦سָ邌爙ׁ׸׷
20. 20 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 倵瘻΍ػأٙ٦سⰅ⸂ؿؓ٦يח湡ך穠卓 湡ךةحف侧 ̔
    ⟝ 
    ِ٦ؠ٦ ؚٗ؎ٝ䧭⸆桦 ̔
    㣐ֹז㢌⻉כז׃˘ ؚٗ؎ٝꟼ鸬ך㉏ְさ׻ׇ侧 ̔
    㣐ֹז㢌⻉כז׃˘ 罋㻊 • 湡ךو٦ؙכ♧㹀侧ةحفׁ׸גֶ׶ծ Ⰵ⸂ىأדؚٗ؎ٝדֹזְِ٦ؠ٦ָ㢳ְ׻ֽדכזׁ׉ֲ • ً٦ٕ،سٖأؚٗ؎ٝ*%䘌׸ך铬겗ָ㣐ְֹֿהָ״׶僇然ח
21. 21 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 倵瘻Ύ،ؕؐٝزⱄ鏣㹀堣腉 杆ְ • ؚٗ؎ٝדֹזְ㉏겗׾ 荈⸂ד鍑寸׃ג׮׵ֲ 䭷垥 • ؚٗ؎ٝ䧭⸆桦 • ؚٗ؎ٝ㔐侧 銲⟝ • أذحفח䖞׏ג䞔㜠Ⰵ⸂劤➂钠鏾׾ 鹌׭׷הؚٗ؎ָٝ〳腉חז׷
22. 22 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 倵瘻Ύ،ؕؐٝزⱄ鏣㹀堣腉ך穠卓 ؚٗ؎ٝ䧭⸆桦 ̔
     ؚٗ؎ٝ㔐侧 ̔
    㟓 ؚٗ؎ٝꟼ鸬ך㉏ְさ׻ׇ侧 ̔
    幾 罋㻊 • ؚٗ؎ٝדֹ׆ח㔭׏גְ׋ِ٦ؠ٦ח然㹋חٔ٦ث׃ծ 㣐䌴ז㉏ְさ׻ׇ何㊣ָדֹ׋ • ꟼ鸬侧⦼ך穠卓ַ׵ծؚٗ؎ٝדֹ׆ח؟٦ؽأⵃ欽׾镘׭גְ׋㾴ך 䱠׶饯ֿ׃ח׮㺔♷דֹ׋ה罋ִ׵׸׷
23. Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved תה׭
24. 24 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved ؟٦ؽأ铬겗ך呎劤鍑寸ך׋׭חװ׏׋ֿה  鍑寸ׅץֹ铬겗ך䬄⳿  فٗآؙؑز⡤ⵖך圓眠  ىحءّٝה䭷垥ך㹀纏  铬겗钠陎ךׅ׶さ׻ׇ  䭷垥ך㹀挿錁庠⻉  倵瘻嗚鎢ה㹋遤
25. 25 Proprietary and Confidential ©2017 JapanTaxi, Inc. All Rights Reserved 呎劤鍑寸ח״׷؟٦ؽأ何㊣ך䠐纏 ؟٦ؽأ铬겗ך呎劤鍑寸 ㉏ְさ׻ׇ侧ך幾㼰㉏ְさ׻ׇגְזְָծ㹋כ㔭׏גְ׋ِ٦ؠ٦׮佸幥 ꟼ鸬侧⦼װ⡤꿀ך何㊣ ِ٦ؠ٦חה׏ג⣣⦼ך֮׷չ؟٦ؽأ何㊣պ
26. 26 Proprietary and Confidential ©2019 JapanTaxi, Inc. All Rights Reserved ׀幠耮֮׶ָהֲ׀ְׂת׃׋ 3VCZ
    
    (P
    
    4DBMB
    ؒٝآص،⹫꧊⚥דׅ 4XJGU
    
    ,PUMJO
    
    +BWBTDSJQU
    ؒٝآص،ؒٝآص،⟃㢩׮ +BQBO5BYJ 䱰欽
27. 102-0094  '   3-12 3-12 Kioicho Chiyoda-ku, Tokyo 102-0094 Japan TEL 03-6265-6265 FAX 03-3239-8115 www.japantaxi.co.jp ·$% #"! &
    Proprietary and Confidential ©2019 JapanTaxi, Inc. All Rights Reserved