[Case Study] ORIX Life Insurance Co., Ltd. | Visualizing Implicit Knowledge in the Back Office

A case study of Orix Life Insurance challenging business reform through eye tracking.

[Background/Issue] Addressing the increasing "difficulty of tasks performed by people" due to the digitalization of services is a challenge. In the rapidly evolving world of business driven by digital transformation (DX), customer demographics and needs are diversifying, leading to changes in customer behavior. At ORIX Life Insurance, in response to these changes, we are rapidly advancing the "digitalization of services" with the aim of providing more appropriate services from the customer's perspective to remain a company chosen by customers. Specifically, we have introduced digital technologies such as RPA, AI-OCR, and Voice Bots to enhance customer convenience while striving to improve operations and business productivity. As a result of these digital technology implementations, the tasks handled by people in the back office have become increasingly complex, and this trend is expected to continue in the future. Furthermore, in 2016, we established a new office in Nagasaki as part of our headquarters functions. From the perspective of enhancing business content and training personnel associated with the establishment of new locations, there is a demand for "improving the quality and efficiency of tasks handled by people" and "training new employees across multiple locations." *For more details, please refer to the PDF document or feel free to contact us.

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