Human-Centered Digital Transformation with Low-Code: How a Japanese Transport Giant Digitized Gratitude

In an industry long shaped by tradition and operational complexity, one of Japan’s largest transportation and hospitality providers set out to do something radical: make gratitude digital.

Together with SoftBank and powered by HCL Volt MX, the company launched a mobile tipping experience that is now reshaping how customers express appreciation for frontline employees in Japan's transportation, retail, and hospitality sectors. This, in effect, is uplifting the morale and engagement of the frontline staff.

The Challenge: A Morale Crisis Across the Service Sector

In the transportation and hospitality service sector, labor shortages, aging demographics, and high turnover place extraordinary pressure on frontline workers. Long shifts and minimal recognition often lead to disengagement and burnout.

Rather than accept this as the norm, a major public transport and travel player saw an opportunity to tackle this issue head-on through innovation. 

They envisioned a mobile application that would let passengers and guests instantly thank staff with digital messages and reward points.

But there was just one catch:

“I don’t have a lot of IT knowledge myself, and I was pretty much a digital beginner.”
– Project Leader

“Before this, I worked as a station attendant and conductor. I wasn’t used to technology at all.”
– Project Stakeholder

People driving the initiative weren’t tech experts. So, they needed a powerful yet simple platform - one that is intuitive, fast, collaborative, and accessible even to those without a technical background..

The Solution: Co-creation with SoftBank and HCL Volt MX

SoftBank came on board as the Systems Integrator and selected HCL Volt MX as the low-code platform to bring this idea to life.

Thanks to HCL Volt MX’s visual development tools and robust integration capabilities, the team was able to rapidly prototype, iterate, and deploy the application, all with direct input from non-technical users.

The Results: A Game-changing Digital Tipping App—built in Just Four Months

HCL Volt MX's no-code innovation led to the creation of a consumer-friendly digital tipping app to let customers send real-time appreciation and reward points to employees via smartphone. The Volt Foundry’s API-first architecture enables seamless integration with backend systems like loyalty platforms.

What started as a bold idea in October 2023 quickly turned into a working reality. In just four months—from internal testing to public rollout by June 2024—the mobile tipping app was fully built, tested, and deployed across customer-facing operations. Volt MX’s visual development tools speed up the development by allowing rapid prototyping and real-time collaboration with both technical and non-technical stakeholders.

This digital solution has not only modernized how gratitude is expressed but has also delivered measurable results in record time: 

• Increased employee morale
  By enabling real-time recognition through digital tips and messages, the app has lifted employee spirits across the board. Frontline staff now feel more appreciated, valued, and motivated, leading to improved job satisfaction.
• Elevated customer experience
  What once felt like routine transactions—boarding a train, checking into a hotel—are now moments of meaningful connection. Customers can instantly express gratitude, creating more human-centric interactions in traditionally transactional spaces.
• Scalable across sectors
  Originally built for transportation, the solution is now expanding to retail and hospitality chains across Japan. This flexibility showcases the potential for scalable innovation across the entire service industry.

Key Drivers Behind the Solution’s Success

Rapid Development With Instant Feedback

Volt MX’s low-code tools enabled stakeholders to see updates in real time, like button placements or a screen flow, and provide immediate feedback, speeding up iterations and reducing delays.

Seamless System Integration

HCL Volt MX connected effortlessly with the company’s existing loyalty infrastructure without disrupting operations.

Cross-device Support With Built-in Security

From smartphones to desktops, the app works across all major platforms. It’s secure by design and ready to scale

A Blueprint for Your Next Human-Centered Digital Transformation

This success story proves what’s possible when enterprise-grade technology meets purpose-driven innovation. SoftBank’s systems expertise, combined with HCL Volt MX’s low-code power, helped transform a bold vision into a scalable reality without needing deep in-house technical skills.

As Japan’s workforce continues to evolve, solutions like this will play a major role in offering scalable, human-first engagement for employees and customers alike.

Build Transformative Apps with HCL Volt MX

Ready to dive deeper into this success story and see Volt MX in action? Read the full story here.