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Challenge (Storytelling)
In today’s world, we are facing a lot of technology and gadgets coming up. Many of
us, was born in the midst of that movement, others before, but the truth is, everyone at some point will deal with the technological wave that is more evident nowadays.
For that reason, the challenge that will be discuss in the following sections, is about,
how to use the the power of storytelling in the technological environment and take advantage of this powerful method to improve the analysis processes of big quantities of information.
Selection
Storytelling is a powerful technique that get company’s attention recently due to its
good results. The capacity of understand a big quantity of data and focusing on our attention in just one thing is very few and far between, so, the storytelling is a perfect tool that you need to have in your toolbox. The capacity of conduct a process or a management, and structure that in an easy and understandable way (with beginning, middle an end) in a logical way, focusing on the important thing along the way, is what leads us to so-called insights that is the power of storytelling.
Application:
I work with with several software and programs daily in my job, and one of my
responsibilities is to convey important information and insights from different datasets. But the problem is, in big companies the volume of data produced by different areas is huge, it’s a world of data that are collected every hour. The capacity of human brain to deal with that is little and useless. On the other hand, we have metrics and chart to summarize this enormous quantity of data.
My point is, after all correct management of the data, even so, we don’t have a good
ground to get insights, because the charts don’t tell a story (with beginning, middle and end) necessarily. For reason, we need the human factor in this equation. In addition, we can use the storytelling tool for help us.
The remaining question is, how can we use storytelling to improve the process of data
analyses in daily basis? First of all, all the data convey some idea, some tendency, some information. However, to take advantage of this and get good ideas and insights, its necessary covey this information in a logical way, read in an intelligent manner.
To do that, try to understand the material and use the storytelling is a good bet, because
using the storytelling, the information will be more clear and understandable, helping the decision process in different scenarios.
Insight
With all the data, structured no more like a bunch of information disconnected, but
otherwise, in a logical way to take in, in other words, in a storytelling way, its way more easy to get insights, because the clarity help us to grasp all the process in a natural way. Some time ago, I faced one difficult situation, where the correct path to follow was unclear, there were different variants regarding the situation, and I was definitely stuck. Nevertheless, before I kwon it, I found an answer for the problem, because a tried to simplify and tell a story for myself.
Approach
Using the described method above, has helping me in a lot of different situation in
my current job, therefore, I intend continue using what I already kwon is a good approach. Furthermore, I will try to apply in other aspects of my life, or in my studies.
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21,152 |
Mind mapping
(sorry for my english if you find some spelling and/or grammar errors)
Challenge & selection I have not used yet mind mapping, but I have already worked on the design of new commercial offers and would like to reflect on how the mind mapping tool may have helped me to do a better work. Indeed, I was once asked by some big monolithic French logistics company to help them to design new commercial offers, some “quick win” that may help them to enlarge their revenues. A 3-day workshop was conducted with the top management worldwide, but the company had organized. They just invited the top management for 3-days... They asked us for help 3 days before the workshop to “save the day” Which we did, according to the criteria they had, but I remained pretty sure we could have done a better job and I have now some ideas why. Indeed, even if our job was to be the firefighters for a messy situation (limited knowledge of the sector beforehand and stressed timing...), we still could have gained more momentum from the c. 20 participants. Application & approach What we did was i) to look for “real customer needs” first, ii) to then generate some “new ideas” through brainstorming, iii) assess these new ideas and iv) develop them. The 3-day workshpo encompasses phases i) and ii). Here are a few errors we did:
- for “real customer needs”, we asked the company what they thought the customer needed. We differentiated behavior, want and need, but we looked only on a theorical way on the “customer journey” and never spoke to one of them
- for “new ideas” we asked top management for their insights: these were sometimes partial or “out of the field” and, even when they were good, were generated by people who had a similar mindset
- and we assessed the ideas instead of trying them
I want to focus on the mind mapping because, even with the constraint we had (3-day time to generate an idea and insights mainly from top management), I am pretty sure we could have better handled the connection between the “needs” and the “ideas”. Hence the “criteria”. More specifically, to generate “needs” we separated the 20 participants into 4 groups to discuss about customers’ situations that the logistics company had to handle. What happened? What was the issue? What was the reaction? And, most importantly, why did this specific situation occure, what was the core element? For each situation, we tried to highlight the customer point of view and, for instance, the security aspect emerged for specific products, or the complex storage management of some specific dangerous products. We also looked at the competition, their actions and why they developed that functionality or that other one. From there we defined some patterns. But these patterns were developped by groups of 4-5 persons within a room, talking about the specific issues they already knew. At the end of the process, each group showed its conclusions to the entirety of the workshop (traditional “each group selects a speaker to show its conclusions” way of doing) and we hoped to generate some discussions between the 4 groups (for instance “oh yeah, we all agree this is an important need to tackle”. Insights Wrong. We missed a lot of things
1- when the boss speaks, other people remain silent. And nobody contradicts him
2- people do not think, they speak. And sometimes it is important to take some time for yourself
3- people did not really have time to discuss about the situations per see, they only had time to discuss the conclusions each group had reached
4- we did not generate any link between clusters / topics
5- we missed the ‘criteria phase’ and directly jumped to the “what do we do?” phase
I think the 1st phase, considering the constraints we had (timing and people), may not have been a bad one (generate 4 small groups to brainstorm on specific situations). But, after these discussions, it would have been great to just describe on panels or other media the situations that led to our conclusions. Only the situations and not the conclusions each group reached, to see if other participants who look at the same situations on the panel would reach the same conclusions. Maybe other “needs” or other insights would have emerged to aliment our ideas. A same situation can be seen differently according to the point of view. We would have generated more discussion on the 2nd phase and, quite important, some connections may have emerged between the different situations or insights (whereas we remained limited to a “group” by “group” point of view). We directly jumped to the 2nd phase without really looking at one of the most important phase, the links and the criteria. At the end of the process we had something like 10 to 14 ideas, selected 5 of them, developped 3 prototypes and one went into market. It “went into market”, I am not sure it succeeded
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21,153 |
REFLECTION-STORYTELLING
CHALLENGE I studied in an Indian school all my life , the journey was sometimes grueling and sometimes facile. But the Actual problem for me Occured in Grade 11 and 12 , “The most crucial years of a person's life” according to Every Indian Parent , Teacher , Relative etc . I’d like to share a little something about the Indian Education system . Being one of the Oldest Education system in the world it is said to be predominantly flawed. It does more harm than good to the young minds. The students are overburdened with studies. There’s no time for Extra curricular activities as the whole focus is on Academics . Moreover, the focus is not on understanding the concept and enhancing knowledge but only on mugging up the lessons with or without understanding them with the sole aim of acquiring good marks and top in every single subject there is. The student is considered “Not Intelligent” If he/She fails to get good marks in A particular subject. SELECTION This has caused a major problem even in my life, And to solve this problem I use the storytelling tool. Every student studying in and Indian school has been judged once or more times in their life ,based merely on the marks they’ve attained. I used to be in the top 10 in my class till Grade 10. Then , we had to choose streams in Grade 11 , And I chose Science stream , As I really liked the subjects, but that turned out to be one of the worst mistakes of my life ,at the moment . The Pressure I faced from all the sides , from parents , teachers , peers , was awful. It affected me in numerous ways, I went for 4-5 tuitions, I lost my appetite, I didn't sleep for nights , I worked really hard but I never got “good marks” , It was no more my cup of tea. This was a really difficult time for me as Every one would consider me to be “dumb” . Somehow, after struggling with the subjects for 2 whole years, i passed all the subjects In the 12th grade board exams , except Mathematics; I failed in The subject and It was a nightmare. It was a nightmare for me , and my parents . My parents were worried about how they’ll tell their friends and relatives that their daughter had failed a subject , It was a huge thing , Because failing was not permissible , Failing is treated as a crime , literally. So, They told me to lie , they told me to tell my relatives and friends that I got 75% , and I was also really ashamed of myself so I went with it .
APPLICATION AND INSIGHT Then came the time for college applications , and I couldn’t enrol myself in any course because I had failed a subject , even If that subject wasn’t required for the course that I wanted. The cut out for the universities was 50% , And I , even though I had failed in a subject had a total of 69% , But that was not enough , I had to pass in all subjects to enrol myself into college . I thought I’d never do college , because that is what we are told , if you don’t pass your board exams , you wont reach anywhere in life , and I started believing that as it was all coming true . My parents sent me to India , I went to a College , I did my diploma in Interior design for two years , I came back to U.A.E , I got into the same course that I wanted to go , which I was declined for , because I didn’t pass 12th grade . I was no longer ashamed to tell people that I didn’t pass 12th grade, Because I learnt something really important that is not the end of your life , there are always more ways to acquire your goal , it may not be famous and the most common one but one certainly can move on from a little fall in their life. APPROACH Now , this a story I tell people without being ashamed because ,I was able to attain my goal even without passing my 12th grade , without meeting the standards the society has set for every student. Failing is not a crime , it’s a part of life , Failing to do something makes a person get a better insight on what they want to do or what they want to become. This is just a personal problem in which I used the storytelling tool, but after doing this course I have learnt that I can use this tool to solve bigger problems .Talking about your problems always is better than keeping it buried inside .
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21,154 |
Challenge One of the goals of BPI AMTC is financial literacy. We have started to roll out Investment 101’s to specific market segment but we were challenged by the upcoming generation called Gen Z. We called this project “Next Gen Investors.” These are upcoming individuals joining the workforce that were born from 1997 to 2012. With this, we wanted to know the goals, aspirations and patterns these fresh individuals are up to. We wanted to know what their take on investments is and how they will manage their finances. Will the group be a significant customer of UITF products? If so, what products will be suited for them? We wanted to know if we should start to roll out curated campaigns for the generation as early as now. Selection The project focused on learning and understanding them. You could say we used Visualization. We wanted to understand what are their goals & aspirations. Using visualization, it made us understand what is going on with their lives since they are upcoming 4th Year College students and soon to be fresh hires of the workforce. Visualization is a design thinking tool that can uncover the things which were not asked. No boundaries on what is wrong and right. It will interpret the emotions inside through a creative way. Application This project happened post-pandemic. We had the liberty to meet them face-to-face and engage with them on a personal level. We started out to invite a small group of Gen Z individuals. Prior to the start of the discussion, we sent a pre-work to get a head start and get to know them a little more. Then come the days of discussion, we had a series of activities both individual and group [paperwork & sharing] work where we will allow them to express themselves and how they interpreted investments. At the end of the project, they were asked, “If you were to make an advertisement on one of the UITF product, how would you execute this.” They pitched their ideas to us as an ending activity. Insight If we did not use visualization as tool, I would say it would be difficult to understand the participants. Given that their generation is different from other generations. It is new; you cannot use old data to understand them. Engaging with them on a personal level gave us insight that is surprisingly new. We thought they had no idea about investments, but in the end we realized they are more informed. They are engaging already in various investment securities as early as their age. Visualization broadened our view and we gained more valuable insights as we have hoped for. Approach I would suggest incorporating learning launch as an additional tool. Visualization did help us a bit in understanding the participants. But if we were to take it to the next level, testing and experimenting may produce more beneficial results. We may have testing if a specific marketing campaign can work on their generation. Would the current platforms be working just fine or they would be more open to try new ones. Or better, they might come up with a new way to invest.
|
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21,155 |
Example reflection – Story telling
Challenge and selection Story telling is a very powerful tool and perhaps the most popular one for me to use. As how through the hero’s journey one can develop interest in a narrative and convey deep messages as well as create an interest hook through the climax and anticlimax. I work in an advertising agency on the account of one of the biggest personal care brands. The brand had been loosing market share in the country to new players as well as competitors. The relevance of the brand was dwindling as it seemed to be nothing but a beauty brand of the older generation and its image needed a revamp. An important part of a brands image is story telling to narrate the brand proposition and concept in a relatable way. In the past decade the brands stories have been about fragrance and other traits that the consumer doesn’t give merit too, atleast the target consumer. We needed to weave a new story with new characters to make it resonate with audience and tell a narrative which has the brand purpose in it with an insight relevant to the target audience.
Application So this is how we weaved the story of relevance, first we wrote new bar statements that shifted the product benefit to glowing face and glowing skin. We started highlighting ingredients in our story to build an RTB so that the story can be believed and so that we can give it an head. The next phase was to bring in new talent to the team, people who have been at the forefront and their names on the back of some of the biggest brand stories. So we put into research the multiple concepts that we had, out of these the concepts that won were a glowing face and face cream like glow in a bar. So we wrote three stories one for an urban audience suited to their pallet but without the brands purpose of expressing oneself unapologetically. The other story for the urban audience was slightly elevated and had purpose woven into it, these two were supported by the story for the rural audience which would be a much more linear one , simpler to understand. So we made animated versions of these stories and put them into research to test which would prevail and win. The research of the story would measure three things ; enjoyment, comprehension and most importantly recall as these are the three pillars of a successful story. The research ran over a month, the difference in characters of the story would be key to the results. In one story we got two new characters on the brand that are at the peak of their fame, the other two stories had a character that came from a popular family and was still relevant to the culture and married into royalty. So after extensive research it was found that the script with the new talent worked better and was liked more. So this had to be further enhanced and we did that by leveraging a song that was popular classic and making a remix out of it with one of the best music directors. This did help as songs is an essential tool to uplift stories and can be used to great benefit.
The story starts with the male character sitting and when his spouse walks in he is left in awe with her radiance. Her radiating face leads him to sing the song and do a dance which increases the joy of the story and storytelling. So he sings the song and the main line of the song chand sa roshan chehra also became the brand benefit articulation.
Insight and approach So the idea stemmed through multiple research and consumer sessions conducted. We wrote multiple bar statements to help the consumer visualize the product and the feel of using the product. Many bar statements failed various angles were used some tried to leverage product use experience and some the ingredients but none of them worked, the only one that clicked with consumers was the one that offered face cream like benefits in a bar of soap. From this we made a creative brief and made a script that went into animatics and then came out well and is now going to be a film.
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21,156 |
Reflection – Mind Mapping
Challenge
Leading a team for the annual creation, development, and implementation of the hiring process for 300 positions on a college campus can be a daunting task. When I first joined the company, when I would ask a question about how we recruited or hired our staff and question to my team (comprised of staff and students) ‘why that way?’ I was almost always told “that’s they way we’ve done it.” Reviewing data from the previous 5 years, I could see that the rate and quality of applications for the positions had declined steadily and we needed to rethink our processes and not keep doing it the same way we always had, which required new levels of buy-in from my team and thinking in ways we had not before. Our employees were front line staff for customer service, crisis response, and being leaders within their communities so a decline in their skills and abilities truly was impacting the experience of the others on our campus, which was showing through satisfaction surveys and feedback groups we had held.
Selection
I had used visualization and mind mapping in previous positions in order to find themes and patterns and knew these may assist in creating new hiring marketing, interview questions and process, and hiring experiences. I knew that I needed to lead this team from the “what is…” and “this is how it’s always been” to the “what if…” mindset. In order to do that, I chose mind mapping and created a plan to lead the group through it.
Application and Insight
In our first meeting, I broached the topic of wanting to move from the “what is” and has been to a more innovative approach of “what if we did….” There was quite a bit of resistance from people – much of it was couched in “why fix/change it if it’s working?” I didn’t want to give in to the mindset as I knew we could make our process better by looking at what we could do and challenged them to work alongside of me. I went as far to say “let’s try something different this year and if it doesn’t work we’ll do it the old way again next year.” Giving that concession seemed to relax them and we moved into weeks of mind mapping exercises. We put post-it notes up around the room, talked about why some ideas were more feasible than others, challenged and supported each other on thoughts and moved from a team that worked on autopilot to an engaged group of people with a passion for the work. We put some ideas on the side for future years and created a proposal for the executive team that included 3 different timelines for marketing, interviewing, and hiring our staff – none of which included the process from the previous year.
By using mind mapping with our team we were able to move our marketing, interviewing, and hiring process from a place of stagnation into an area where we were able to work better with applicants from the first contact through hiring. The team started with ¾ full-time staff and ¼ student staff, but when word got around to student staff that we were seriously diving into the recruitment and hiring processes, many more students staff began to come, which gave us much more insight as to what their true experience and thoughts were. It allowed us to get unfettered feedback as to what we had been doing well in past iterations, but also what could be. Having the post-its on the walls every meeting so
Reflection – Mind Mapping
we could add and refer back to them was very helpful as well – especially as our meetings were required to be open to the public and we never knew when a new person or group would attend.
Moving into the next year the team had gained so much interest for the innovations and changes we had made that we had to create a maximum number of members and attendees so that we could continue to move forward. I believe we were a success as we moved from the “what is” into the “what if” by mind mapping and the results could be seen through the quality, quantity, and satisfaction of the candidates. And because we were doing something that other teams were not – changing and leaning into the excitement of innovation through design thinking.
Approach
This course has assisted me in seeing the value of the growth mindset and how important the process of design thinking is within a company. Mind mapping, at the time and in the space we were in at the time, was the best way to be able to move my team from “what is” into the “what if” and the results paid off tenfold. They were more engaged in the process, so much so that their supervisees started attending our team meetings to see what was going on. I had one attendee afterward share that they were taking the mind mapping exercises to a group project as it worked so well within our team – and they ended up working better together and getting the top score.
In higher education, in the role that I hold, I do not have a lot of opportunities for learning launches (as we’re highly regulated and frequently only have one time to try something, so it’s ‘sink or swim’) but incorporating visualization, storytelling, and mind mapping will continue to be a part of my approach in the teams that I lead and work within.
|
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21,157 |
Challenge
My challenge is : organizing the Consumer Care for 4 biggest European countries (UK, FR, PL, DE) for the leading pet food Producer, to serve best quality support of their Consumers, i.e. pet-owners and their pets.
Current market situation is : - every country is selling different pet food brands of the Producer - every country uses different languages - the pet-care needs can be different for Consumers in different countries (some are more
ingredients-safety concerned, some would rather seek advice on pet grooming, some can just seek good value-for-money products)
- main external stakeholders, like distribution partners are also country-based and search for
individual support for their Customers, in their native languages of course
Current organization is: - there is no common European Consumer Care to support these countries’ Consumers - each country has different call-centers to support their brands and not all brands are supported - Consumer Care in different countries has different organization and development level, so that
e.g. in some countries social media, Messengers and other modern digital tools are not used to communicate with the Consumer
How to organize the Consumer Care in these countries to : - make common high standards of service level and coherent consumer communication - in the same time keep the specificity of each country, their local successes, their expertise in
knowing their Consumers needs?
Selection
My choice of the design thinking tool goes to Mind Mapping. It would fit this challenge since : 1) I have a big quantity of the complex data
2) The tools serves not to find the solution, but find the solution success criteria (as it is described in the lecture video), i.e. to find out which conditions the perfect Consumer Care should meet to satisfy the needs of the 4 countries’ Consumers and their Pets, Distributors and the Brands
3) Since there already are existing Consumer Care structures in each country, they need to be involved, to be a part of the innovation process. The solution should be created and accepted by them, not coming from „outside”.
Mind Mapping tool is perfect for creating common cause success criteria (as it was mentioned in the lecture video - it is not my mind map, it’s people’s involved in the design process)
Application
I would apply the Mind Mapping process as it is described in the video lecture. How: - invitation to the Consumers and their Pets gallery Who are invitees: - key stakeholders from 4 countries : Consumer Care managers, Brand Marketing managers,
Distributors, Professional Pet Care associations (business-connected to the Brands) representatives
What is in the Gallery: - pictures of typical Consumers and their Pets in the common situations they live (feeding,
playing, being at the vet and searching for food solution)
- surveys and deeper insights about Consumers and their tops needs by Countries - current organization of Consumer Care, what works, what doesn’t, what challenges meet
different Countries
- the pictures and graphs of the new communication channels usage, to see which ones are the
most relevant to our Consumers
The Themes regrouping and debriefing would go according to the flow described in the lecture. The Outcome of the Mind Mapping Gallery would be the design criteria the future European Consumer Care organization should meet. If anything was possible what would that be?
Insight & Approach
The insight from the Mind Mapping would set up: - clear criteria of where all the 4 Countries united are directing to - involving people to the designing process - giving stakeholders a clear feedback of their and their Consumer needs - making them know and feel that their voice is important
It will become a starting point for the „what if” process of the multiple solutions/opportunities choice.
If the Mind Mapping tool would not allow to select clear enough success criteria, I would also propose to use : - Vizualization tools : making people draw together current situation, it’s strengths, opportunities
and challenges
- Storytelling tool : let each country present their story, where their strengths, needs and
challenges are exposed. The common needs for improvements would enrich the design criteria, whereas strengths would expose the assets we should use in the Designing of „What if?”
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21,161 |
Tool : Visualization
Challenge & Selection
I was working in a paint manufacturing unit. Our manufacturing unit had an issue that collectively we were not able to achieve our plant goals. All the departments were capable of achieving their goal, but they were not able to see challenges and goals of other departments. Due to this everyone was working in silo’s and collective organization’s goals were not achieved. Everyone was focused on their own goals & objectives.
Here challenge was to communicate expectations of each department to whole team so that everyone could work together as a team to achieve plant goals.
As I was member of goal setting team, I thought we could use visualization tool. Communicating challenges in a non-verbal way was the thought process. We chose visualization as tool for collective goal setting exercise because visuals make long lasting impact than verbal conversations. Also, individual departments can creatively come up with what they want to achieve in next year. Epitome of the concept was to make an impact and sensitize whole team about each other’s expectations so that everyone supports each other in daily plant activities.
Application
At the start of goal setting exercise plant head communicated plant performance of last year to whole team and handed over to me.
After ice breaking session, I asked each department what they want to achieve next year. Some random answers started coming from each department. I asked them to hold their thoughts and gave then set of old newspapers and magazines. Now I asked them to imagine morning after one year and they have received a newspaper regarding achievements of their department.
Now each department must create a newspaper front page regarding performance of their department for after one year. They could use cuttings old newspapers and magazines and create collage. Now creativity started flowing and what everyone wanted to achieve in plant started to kick in. Interesting newspaper front pages collages were created using old newspapers cuttings.
Some examples are “Achieved ZERO incidents with 1200 Safety Managers at Manufacturing Unit” was the heading of Safety Department’s newspaper. So, in this headline Safety Department was communicating that all 1200 employees are safety managers and together we can achieve zero injuries.
While Production Department’s headline was “Record Break Production with No Losses”; Engineering Department had headline, “Awarded Energy Efficient Plant in the World” and detailed news indicated various efforts made throughout the year.
Everyone present their own newspaper front page to whole team and now whole team was clear about goals of each department.
Now it was time to understand challenges faced by each department. We used same technique of creating collage through newspaper cuttings to display challenges faced by each department on daily basis. One of the news created by production department was “Stuck in breakdowns” and detailed news indicating how breakdowns affects production volumes. On similar note each department created collages of their struggles. This was making clear expectation of each department from other department.
This time instead of presenting to whole group I asked to keep these collages in different corners of the room, and everyone must read other department’s collages indicating their struggles. After reading, I gave everyone time for introspection and think what help they can offer other department to achieve their goals.
After this, on one large sheet every department should mention what support they can provide to other department and sign it off. As all the departments mentioned their commitments to support each other, I created multiple copies of this sheet and kept it at various locations such as canteen, notice boards etc.
Insight & Approach
Well, this was an eye opener for everyone. Visualization tool impactfully communicated everyone about goals of each department to everyone and collectively what as plant we can achieve together. Additionally, displaying commitment sheet at various location such as canteen, impact created by newspaper headings reinforced throughout the year. Everyone started to understand struggles of each other and extended support to each other. Shared insights help to solve a problem. Through visualization technique its easy to understand vision of a group.
As I have identified, shared insights help not only bind whole group together as a team but also to helps to achieve mammoth goals, henceforth I would use this tool to bring a diverse group on same page.
|
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21,165 |
KM
Reflection
–
Storytelling
Challenge
and
Selection
In
this
volatile
start-‐up
environment
engaging
story
is
critical.
While
helping
early
stage
companies,
I
realize
more
and
more
the
importance
of
simple
and
clear
messaging.
As
reminded
in
the
video
lecture:
“Every
great
brand
has
a
story
and
that
story
connects
to
the
emotions,
the
values
of
the
people”.
How
do
we
connect?
What
tools
young
entrepreneur
can
use
to
present
their
new
venture
to
a
potential
investor?
How
could
he/she
engage
with
their
target
customer?
All
these
questions
bring
us
back
to
importance
of
a
compelling
story.
Therefore,
with
do
doubt,
I
select
Storytelling
as
my
tool
of
choice.
Application
Our
story
today
is
about
recent
client
who
is
looking
to
increase
his
income.
Lets
call
him
Rik.
Rik
is
running
early
stage
online
test
platform
and
contemplating
how
to
increase
company’s
revenue.
After
few
phone
calls
we
decided
to
look
into
monthly
fee
increase
for
his
current
customer
base.
Rik
is
well
aware
that
he
might
loose
some
customers
due
to
the
price
hike.
Main
question
-‐
how
to
increase
fee
while
keeping
his
client
base
happy?
As we learned from our video lectures: “ it's about the connection that we give to people about a piece of information that we're trying to share.” Working together we created simple message calling for his customers input. We were searching for their thoughts and engaging them early in the process. E.g. What level of price increase would be acceptable? How they have successfully increased prices in their own companies? We were well aware of potential critical responses and truly curious to connect. To our positive surprise, Rik’s customers were fairly responsive and even suggested great ideas for improvements.
Insights
&
Approach
Rik co-created together with the customer- thanks to vulnerable, authentic and relatable core message.
To
reflect
back,
I
would
consider
adding
visual
story
telling
tools
to
enhance
the
attention
and
buy-‐in
from
the
audience
(in
this
case
Rik’s
customers).
That
could
be
a
photo
collage
or
simple
comics
chapter.
As
our
video
lecture
teaches
us:
“If you can raise the level of engagement in your business, you will do wonders to your performance.” Even considering such a taboo as price increase- you can clearly communicate and even make it compelling and engaging. Alternatively, I would encourage Rik to run more comprehensive design thinking process with proactive clients to envision new complementary services. That would further increase Rik’s revenue targets- what was his initial goal all along.
While
studying
this
course-‐
I
find
human-‐centered
design
framework
as
my
go-‐to
when
questioning
further
steps
and
potential
application.
The
clarity
of
a
storyline
and
process
toolkit
will
greatly
benefit
my
future
projects.
|
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] |
21,166 |
Storytelling Challenge I presently work as a Design consultant in an Indian based IT services organisation .As a part of the presales/bidding team pitching for design, development, testing services to different clients across the globe provides a complex problem for us since the audience from the client side vary from marketing, technology, sales etc, majority of them might be more interested in the numbers like cost, time, resources etc and technical architecture aspects of what we offer. The experience domain is something which many organisations are still opening upto but many are still unaware of the need and impact it can create. The asks sometimes miss out on the experience front, though found to be an essential component for the success of the outcome, based on initial research by us. To approach those proposals is a challenge as scope of the project would need to be tweaked by the client needing a solid basis or reason. A universal method of starting the discussion in terms of providing a vision for the client to start and later branching the discussion into the various domains is needed. An opportunity was presented when we were responding for a proposal for a multinational consumer goods company, the ask was to unify their laundry services’ online presence, presently in the form of 3 different websites for their dry cleaning,self service locker and campus laundry services, also present was a mobile application limited to tracking the clothes. The basic need was to shift to a unified online presence. The ask was direct – to create one website from the three. Selection The main concern was that that the client was not aware of the complexity of creating one unifying presence from present 3 different sites having different users, their journeys and expectations .Simple scope mentioned creation of the web based site and extension of services onto their present mobile application. The requirement did not cater the present trends of mobile dependency and need of a seamless experience by all the clients’ target users. This aspect needed to be communicated to the client effectively. I decided to use story telling as a tool to create the right impact for conveying what our vision was for the brands’ unified portal. Storytelling would also help in explaining the client to look into the ecosystem creation for their users (like providing cross sell and upsell opportunities later on), which seemed to have been overlooked in their requirement. Also last but not least since the outcome was to be a B2C ( Business to customer) experience, the need was for extending the brand story more strongly to make the connect with their customers. Story telling would be an apt tool for the above. Application I needed the story to relate to the reviewers (audience) from the client side. So the story line that I created was from the point of view of a campus student, not only because the student was also a user of clients’ services but also because they will have the empathy towards them based on their similar past journey (almost all of them must have been a student at some point of time) Another reason of choosing the campus student was that the he/she might be more willing to avail other services offered by client more openly. A character called Jessica was chosen as the main character of the story where she joins as a freshman in college. The premise was also created for her journey into college. Jessica’s life in a day was the main storyline on which the pain points were concentrated upon, for example : juggling of time between classes, preparation required before laundry, stress she goes through thinking about the same etc. This way the main challenges were highlighted. The story was told using storyboarding and imagery and the presentation was done through video conference. The main issues were highlighted post the story telling which were : availability of laundry options according to convenience, assistance required in preparation, planning of the laundry cycles etc. A solution view was presented as the happy state also in a story form. The case was also presented that the student in the future will become a different segment user and since the connection is made he/she might become brand loyal and continue the journey through other services. A strong business case of upsell/cross sell was also communicated throughout the story. I was able to highlight a major point of strategic change that was required by the client in terms of strategy, which was to concentrate on the mobile presence approach rather than the present ask of web. So the story was built from a premise to the present and finally to a future scenario and steps of how to reach that state. Insight The presentation was well received from the client, they agreed to most of the scope modifications suggested. Few which they mentioned that could not be implemented were reserved for the future scope of work. Overall it was a good and apt case of using story telling to push through our strategic vision and win the project. Storytelling as a tool is very effective but does have its limitations .Its very effective for the cases where the brand story has to be enhanced, created or relooked into. Cases where the strategic changes are to be suggested the method of story telling also works. But it is difficult to use story telling for creating use cases or business cases when the scope of something is already well defined or clarity of approach is very much present, examples of them would be B2B (business to business applications).
Approach The approach followed by me for the above scenario was suited and worked perfectly, but as I face different clients with different requirements this process might not give the same results like others. As mentioned above that story telling would be helpful in cases where the brand value and user centric design plays a major part but many a times I or we face clients from the B2B domain where the asks are not that oriented to the above points. I would in that scenario try to use a combination of storytelling with the refined process/service flow solutions.
|
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21,167 |
Challenge and Selection
“While Technology has an enormous influence on learning, it has its downside, children are over- reliant on technology and in turn becoming slothful. With the assistance of looking up anything and everything on internet, the kids are gradually doing away from using their creative minds.” These concerning thoughts made us come up with an idea of having a product that has dirt of material that can keep our kids engaged in a constructive way and help tickle their analytical brain.
So we thought of coming up with a product that has puzzles and activities that force the mind to think. Now the big question was, will this product work? Do we already have something like this in the market?
The answer to all these questions was to do a Learning Launch and see if we have a customer base for such a product.
Application
We did an extensive market research of what’s available in the market. What kinds of newspapers and magazines do we have in the target age group?
The market survey proved that in the age group of 7-12, there is no such magazine that dedicatedly caters to developing problem-solving skills of the child.
Coming from an instructional designing background, we brainstormed, collated materials, did storyboarding, got intuitive graphics and created our magazine. We tested it with 400 students of the target age group across schools and cities. We also shared the magazine with some renowned educational professionals and child psychologists to get their feedback.
Insights and Approach
Yes, we did it. The kids found it engaging and started to tickle their heads to solve the puzzles and quizzes. We got some great inputs from the teachers too as to how we can enhance the product.
Learning launch played a crucial step to help us test the merit of the idea and gage the underlying need of the target audience. The traditional approach would have definitely costed us a lot of money and pressure to sell the product. Whereas with Learning launch approach, we got a chance to distribute complimentary copies to the sample group and test if the magazine was engaging enough to get them to sit down with a pencil and start solving.
The complete process was a great learning experience to explore what works and what doesn’t. With this exercise we could clearly understand: How difficult or easy should the quiz be; what should be the frequency of the magazine; which kind of activities are most engaging; and most importantly, was there anything missing that could complete the package we intend to offer.
Now we are ready to become entrepreneurs and launch the series of our product and innovate with each issue.
|
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21,171 |
Story Telling – Reflection
Challenge & Selection The Storytelling tool not only allows us to increase our level of expression between ourselves and those who listen to us, but it also modifies the way we work in business. A challenge without any doubt, when correcting our way of maintaining contact and that ideas are clearly understood is a key point for what level in organizations from the point that without effective communication a large part of trust is lost and subsequent performance. who is involved. The selection of the topic is not only due to its importance within organizations but also in any area in which one wishes to perform and improve message transmission skills. Application As mentioned and learned during the sessions, it has various applications not only in the art world but also in companies and any public and private institution in addition to people who want or should act as leaders in any project, managerial presentations, team meetings, management of manufacturing plants, etc. The recognition of this skill is invaluable in the world where soft skills have gained greater importance. Insight & Approach In the hypothetical case of a manager or CEO who has to give a management talk about an important project and does not have the adequate skills to express the point and purpose of the project, he will end up with a level of frustration due to the little knowledge he has of this tool and the impact it may have. On the other hand, by presenting yourself in a more formal way and in depth with the facts, you will captivate the audience who will listen to you with great enthusiasm. Much of this is due to the fact that organizations become more human, so knowing how to reach the listener and captivate him with our explanation becomes even a necessity to get a job for example, or perhaps for a promotion, the opportunities you have with Storytelling is infinite for those who know how to deepen it and use its qualities to reinforce it even more.
Note: I thank those who rate my project by first apologizing for my spelling in this my foreign language.
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21,173 |
Hypothesis:
Applying proper Visitor Management System in Reception for our organization for clients suppliers visitors etc, will increase overall productivity their visit experience, statics for management report and security propose.
Challenge:
As a member of my organization’s general services department, it is our challenge to increase the efficiency, minimize the time of waiting the visitors and to provide accurate data. The project itself consist of 4 reception admins in collaboration with most of all staff in organization.. The project in this basis depends on limited resources within the organization itself and might not require any additional special tools (hardware or software).
Selection:
In order to quickly and broadly test/ experiment the idea our team chose the learning launch tool. This is based on the team’s design and thinking of the idea itself and how it would be experimented.
Application:
For our first trail of the remote system we brought to our attention to the tools (software& hardware) that were provided in collaboration with the other departments and this will enable us to asses it and whether we could handle day to day tasks such as meeting, incoming/ outgoing calls, customer experience. It was found that those tools not only gave the opportunity to increase the efficiency but also it showed that wider reach of services for both employees and customers such as, quicker access to data and resources, wider connection methods, mobility, increased accuracy, lower cost rates and less time consumption as have been provided from statistical data from other departments in concern. It means the quality of services has been increased over the quantity which is far more than expected. Moreover, it was also found that the idea is more practical, adaptable and applicable. The first experiment took 2 weeks to be assessed with a lower error rate. As these tools are simple to use hence the fact of the similarity of systems used by the Reception Team employees. The second trial was to increase the additional resources that were available to furthermore to enhance the current state of the remote managing the reception to be more flexible in time and effort. This will also provide the team more work-life balance.
Insight:
As of our implementation of our project from the assigned duration it came to our attention that the results from those tools came up to our expectations and has increased t the department’s productivity. Assuming that there are no restrictions to use them from home as some of the data found to be fragile to be viewed by any non-authorized person to get access to.
Approach:
As our team has been gone through this process in which they used all tools provided, we came to the conclusion that those tools are the most appropriate to be used in this project and could be easily implemented within the organization as it is a user-friendly interface that brings to the success of working from old process manual. But bearing in mind that this could be used as a foundation for upcoming projects in near future any branch site has main reception.
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21,174 |
Reflection – Visualization
1. Challenge:
In my work, we support young and old people to start their ventures, usually they come to the training workshops with only one thing in mind, I want to start a business or I need to start a business to be able to provide food, shelter and food to my family. This means that many times they have not thought about aspects that are related to starting a small business; in addition to meeting people with a strong desire to improve their economic situation, but who present situations of low self-esteem and risky family situations.
2. Selection:
Visualization has been a very valuable tool in the process of generating these business initiatives, since it allows the person to show a visual image of what they think, making the process easier for everyone involved.
3. Application:
The visualization process is something that we can all do and that we can easily understand, that is why it has been used at different times during the entrepreneur workshop, the first moment is during the self-motivation stage, since it allows people to show their feelings through the visualizations of their present and future, finding that inner passion that will allow them to start their business and maintain it over time, then it has been used in the stage of generating business ideas, when we ask them to give know the focus they will take to your business initiative, so that other people can understand the concept, target population and other details of that business that you are going to start.
4. Insight:
In general, the results obtained have been very interesting, since the people participating in the entrepreneurship workshops can express themselves freely in their visualization, using drawings made by them, illustrations taken from newspapers or magazines, text fragments and keywords that allow explain in an easier way what they want to do in the business they want to start.
5. Approach:
Next time, it will be necessary to allocate a greater amount of time to the activity so that people can carry out this visualization process without pressure of any kind, since that freedom to think and express themselves freely is sometimes affected by pressure. time to finish this action. Visualizing is not something that has a switch to turn it on or off, it is something that happens at different times, it is cooking in our mind.
I will definitely keep using this tool.
|
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21,176 |
Reflection-Story-telling
Challenge and selection:
Story-telling suits my profession very well. I work as the Head of Department for the National scouts and guides (for boys and girls) which is essentially know for its excellence in moulding the younger generation into quality development and contributing to education of youth through a value system based on prepared laws . My profession is to motivate and inspire students to be a part of this and a few times it requires us to fill the students with motivation and dig up the areas which prick their confidence. Eventually taking responsibility for the processes, accommodation, looking after student activities , teaching them disaster management, making tools through forest resources, is my job .I meet thousands of students every year. Story telling technique always works best for this case since students can relate themselves with it and find their dose of encouragement through the characters in the stories. Often students come up with problems which they are hesitant to share with their parents and strive to gain independence and fall in to doubts . Through stories , a bond with students is created through which they open up and revert back to being well rounded individuals.
Application:
I have had experience about story telling. In discussing career options and goals and trying to make them open up to explore new branches and opportunities by setting up workshops, its important to impose special attention to their personal problems and know what’s making them diverting themselves (be it wontedly or unwontedly , by force or consent ) from their dream. I always used to list out inspirational stories of people who were successful in life through their talent and dedication. One of the students was always rigid and serious with his behaviour and was quite silent . He looked like he was hiding a huge amount of pain. I reached out to him. I spent many hours giving him company and understood what kind of pressure he is facing from his parents who expect more and more from him , eventually discouraging him, even for his achievements since they are not that huge when compared to his friends. He was devoid of encouragement when he scored second in his class and his parents were unhappy with him for the fact that he wasn’t the first ranker and many cases which are similar to this . He expressed the fact that he didn’t wanted to be a part of the scouting and guiding program , but still his parents wanted him to be here. He was in vain that he would never be able to satisfy his parents. I wanted him to feel me as a friend so that he could dig up the pain and release it from his heavy heart.
Insight & Approach:
It was emotional . Clearly , I understood that he would feel better if he had known that he is not alone. Hence I came up with my friend’s experience which was of similar result. I told him how frightening it was when my friend went through anxiety attacks when her parents wanted extreme best from her. I explained him how my friend went quitting her food to save time for her academic life was saddening. I told him that when things escalated to extreme , she had to be in hospital for the stress and low sugar-blood levels (due to quitting food) which shattered her parents life immensely. I told him that the consequence of expecting more from a child, was very well understood by her parents after a detailed counselling by the therapist .I concluded with the fact that her parents understood that wanting their child to over-achieve, was a fault and after that , they stopped doing that and encouraged their child’s natural speed. After knowing this, he was happy and satisfied to realize that he got saved from the consequences.
This story gave him the push to be himself and not be influenced by people’s expectations and relieved him from his sadness. I also talked to his parents and told the same story. It was all good and happy.
Sometimes stories help us feel that we are not alone and implicitly give us solutions to our problems and allow us to take guidance from the experienced.
After that , I used to tell my students about this scenario and make them feel comfortable.
I explained this whole scenario in many events and workshops in latter courses and also continued the approach of personal attachment by assigning a counsellor to every 10 students . This propagated better attachment and reduction in vulnerability , eventually in my succeeding camps.
When the case is about attachment and understanding , story-telling is the best solution. When the problem is not emotional and related to forming innovative ideas, other approaches like mind-mapping are applied.
I’am great full for the fact that my students approach me to find solution to a problem and my responsibility of being the head of department has been always exciting .
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21,177 |
C1 - Internal use
Challenge
In my organization, we had partnered with a retailer to implement our new technology in their Ecommerce applications (iOS & Android). The purpose of the tool is two-fold:
1) The tool is supposed to draw in new users to our category, as it’s employs a novelty and
enhanced user experience
2) Drive conversion rates higher, because if consumers are able to use the tool, it should reduce
the barriers to decide to buy online
My challenge here is that despite successfully driving conversion rates higher (50-100% increase) across four other partners, our conversion rate was actually negatively impacted in this partner, the first time we have seen this occurrence. Given that this was negatively impacting for this standalone implementation, we set out to understand what is wrong and how we can rectify the issue so that we have a positive ROI when users engage with the tool.
Selection
The tool we utilized in this instance is Mind Mapping. Mind mapping helps to visualize the processes, patterns and relationships that impact the problem, so we are better able to draw some main themes, and help create a design criteria that addresses one or more of these themes.
Application
We wanted to understand all the factors that impacted the performance of the tool. We held a 2-hour sessions with all the key stakeholders, and started putting post-it’s on the wall with all of the different factors that can impact the outcome, whether they are positive/negative or unknown.
Once all the members had contributed what they had to say, we organized the post it’s in to 6 key themes through a lengthy discussion, they were:
Consumer Perception
User Interface
User Experience
Tool Location in the app
User profile
Functionality
Insight
We immediately realized that we didn’t get any input from the consumer, and our items categorized under “consumer perception” were purely assumptions… This is a limitation of mind mapping and should have been addressed at some stage during the design thinking process.
Because we had many successful implementations, we were able to create comparisons between this implementation and other implementations which worked. This helped to build a number of ideas, mainly UI/UX. We would have to build some A/B testing & iterations with the retailer to be able to actually understand whether these were the cause.
C1 - Internal use
Two of the sections (user profile & tool’s location in the app) could actually be investigated through data analysis, so we see these as fast and achievable next steps to be able to investigate.
Approach
I believe this approach was the correct approach to help understand the challenge. In terms of other approaches and more specifically tools at my disposal, a learning launch would be very complementary in helping to test new hypotheses based on the finding of my mind mapping. For example, we could change the design or the user experience in one or many Learning Launches and observe the outcome. If all stakeholders agree that one of the learning launches yields the desired result, we can choose that our ‘winner’ and ‘scale’ the idea by making this launch the sole product moving forward.
|
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21,178 |
Mind mapping
Challenge
Mind mapping is a great tool as I am a student. As a student we have to cram a lot of things. As a student, knowing how to use mind maps can almost feel like cheating. Once you’ve learned how to create mind maps, you’ll be amazed at how much faster you’ll memorize information and how easy it can be to write essays, create engaging presentations, and many more. A mind map is a diagram that displays information visually. So the main problem or challenge I was facing was that I was not able to sum up all the things, as it was not organised properly.
Selection
Compared to traditional linear notes, studying using flashcards, or brainstorming with bullet points and outlines, mind maps have a lot of advantages. Here are just a few of the reasons why mind maps are so effective like - A mind map’s radiant structure directly corresponds to the way our brains store and retrieve information .A mind map conveys the hierarchy and relationships between individual ideas and enables you to see the big picture .A mind map makes use of mental triggers (such as pictures, colours, and connections) to help your brain memorize things more easily. The best part: mind mapping doesn’t feel like work. It’s those properties that make mind maps such a great learning tool. And what’s more, they can be created and used by absolutely anyone.
Application
Mind maps are one of the most helpful tools. Specially for a student like me. I am actually not very good at making a beautiful mind map (Because my handwriting sucks and I am very bad at drawing). I made a hybrid of mind maps and concept maps that just works for me. It’s not that effective with raw formulas but seeing all of them, their use differences helps. I once had a subject Called
Electromagnetic field theory. I had a lot of formulas to remember and know where to use them I created this mind map and I actually helped me a lot in my exams. Also, I have to learn about all the groups and the column of the Modern periodic table. So, it was very difficult to learn as there are 120 elements in it. So, I created various phrases to learn the element in those phrases the first word of every element was used and it helped me a lot in making the whole periodic table diagram in my mind.
Insight & Approach
Hopefully I was able to score good in my exams just because I did a lot of revision again and again. But in some problems in which I was asked to draw the diagram of a particular thing. I came to know various facts about mind mapping like mind maps can become too big if you’re not able to structure well and pick the right keywords. As a result, a big mind map is often hard to understand for the majority of people. I was lucky as my mind maps were well organised this time. It will cost some time, experience and discipline to become a good mind mapping.
I used mind mapping only to memorise my text books but now I know that this tool can be used in various places like Organizing Ideas, Brainstorming Sessions, Attractive Presentations, Simplify Complex Ideas, Case Study, Problem Solving, Project Management. In my future too I will use the mind mapping as an approach to solve complex problems.
|
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21,182 |
Challenge:
To make an internal sales structure that helps motivate, reflects the strengths of each employee by providing a fair platform and a structure that works for the company, employees and our customers.
There are lot of challenges in the current structure of our business. Our business is divided into Agencies and Direct clients which constitute to 60 % of the business and 40 % respectively. Our team consist of 9 sales managers who are extremely demotivated as the current sales structure is not fair to all team members. The current structure has 5 people looking after the agency business and 4 people looking after the direct sales business. The sales managers who are looking after direct clients are demotivated from the beginning as they have a smaller portfolio to manage. The 5 managers who are looking after agency business has been assigned agencies according to the seniority and hence 3 out of 5 sales managers are the only one’s happy with the agency that they are handling and the rest 2 of them are highly demotivated again as they have not been given the high spending agency!
The current structure thus is a breeding ground of unhealthy competition, demotivation, bureaucracy and is a platform for sales managers to play by a set of rules within their portfolios which is limiting them from experimenting and creating new opportunities.
Selection:
I have decided to use the tool of Learning Launch – A prototype, structure that could be used and tried with all sales managers for at least 1 quarter of the next year. The reason I have selected this tool is because I have enough data and analytics from my research team regarding spending of my competitors within the ecosystem of similar businesses, we are in. Additionally, being at the end of the year I have revenue data for the entire year that I can map to the data given by the research team in order to find some patterns and brainstorm some mind mapping techniques with my management and propose a different structure in order for the business to function effectively.
Challenge I may find while using this learning launch tool is that the management would be wanting a success probability to the new structure I am proposing. They would tell me that 1 whole quarter is too much of a time to “test” a new prototype/ new structure and if it fails, we will lose significant revenue from 1 whole quarter which we won’t be able to make it up as the year passes. Additional challenge would be that nobody has tried this in the market, and we will be the first ones to try this structure.
Application:
In order to apply the tool effectively, here is how I segregated the data. I decided to segment the whole ecosystem (which consists of customers) into detailed verticals – For eg: Each customer according to the business/ sector they cater to are divided into verticals like FMCG, Medical & Healthcare, Hospitality, Events & Entertainment, Malls, Theme Parks, Education..etc..I did this separation of verticals on data that my research team gave me and also on the data that I have from my spenders/ customers in my business. The initial rearranging of data is what took me the most amount of time. I believe I was able to apply the tool effectively as I was already noticing patterns and verticals that I could group together. This also allowed me to think of sales managers who would be servicing these verticals according to their interest. I would be able to tap into their emotional needs and not just look at them, merely as sales professionals but as individuals with varied interests and knowledge in certain verticals. This I believe would hopefully solve a large part of the demotivation issue in the sales managers as well.
Insight:
The insights were tremendous. Apart from two big verticals that constituted close to 30 % of the business, all other verticals where contributing similar percentages to the ecosystem and in a small number approx. around 4 to 5 %. This Insight however made me realize that in order to be fully fair to everyone in the system, the two big verticals need to be further categorized into segments where the number of percentages had to be kept to similar patterns that already emerged earlier (4- 5 %). I further had to dwell into exploration tools and use secondary research in order to further segment the data and towards the end of the exercise I had around 20 verticals of customers that contributed 4 -5 % of their spends on our ecosystem. This also meant I could easily give out a workable prototype to the management with each sales manager servicing 2 verticals that contributed significantly to our business. Additionally, it was a bonus that the sales manager could service verticals according to their interest. We could ask the sales manager to choose their own verticals keeping them involved in the whole “cause” or building this new prototype, so everyone feels involved as it was a very fair platform for everyone to work on.
Approach:
If I must suggest an alternative to the approach, then I would like to use a different selection tool – Visualization and Mind Mapping tool. Considering all the challenges we have addressed before; I would like to in this new approach, have all sales manager think about their colleagues and would want them to journal their feedback on what they think about each sales manager in the team by doing a SWOT analysis. Once I have collected all their feedback, I would have each sales manager’s picture being put across in a board and for each team member to clip the SWOT analysis on to the board. Once this process is done, we will start doing Mind Mapping where in collectively we will have an agreed consensus on each sales manager’s strength and weakness. This way we can all collectively agree as to what is the portfolio that each sales manager should handle which would make the system transparent and fair and have less friction between the employees. Having to have involved everyone in the process would have also meant that nothing is imposed on them. The challenge here would be that we are not sure how this could efficiently help the company as we need a structure that needs to not only be fair but also workable in a way that it produces great business results.
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21,183 |
Challenge:
I am working at a company as an industrial designer. In our company, we are an interdisciplinary team, which means that we have colleagues who are experts in different fields such as visual communication design, architecture, interior design and fashion design. The challenge our company was dealing with was designing a play area for children in the Hematology and Oncology department of a hospital. We started to work on this project as a team but we needed to learn about the needs and expectations of the people who will be affected by the outcome of our design process. For this reason, we wanted to gather together with the inpatient children who will use this play area as the experts in being children. We also planned to include the doctors, nurses and children’s caregivers in this design process as they are the other stakeholders in this wicked problem. However, it was challenging for us because of the sensitivity of the context and children’s lack of language skills in expressing their needs.
Selection:
Thus, we selected visualization as a tool in this design process. Since visualization allows people to think in a non-verbal way and think visually, we thought that it would be especially useful for children to express their needs in this sensitive context. We also thought that visualization could be a suitable tool for us because with the help of this tool we can make sure if the users understood us properly and if we were on the same page.
Application:
We started with preparing a toolkit that consists of blank papers, pens and images and photos of the play area that show how it is right now and how it could be or what could be added. We explained the aim of the toolkit to our non-designer stakeholders. We said that we prepared these visuals to help them think visually and use the images as inspiration sources but not limit themselves with them. We made it clear that they were free to use the pens to draw something on the blank papers as well. When we started the design session, we saw that children were using the images, pens and papers in combination in a very effective way. Some of them even used their pens to complete the product on the photos and create something new. For instance, there was a chair in one of the images and one of the children used their pen to cover the top of this chair with a tent-like structure and explained that he would like to have more privacy in this play area.
Insight:
In my opinion, the visualization tool was very beneficial in gaining insights into children’s needs. Without using this tool, we might have had difficulties in understanding children and the other stakeholders, who are their doctors, nurses and caregivers in this design process. It was also beneficial to gather all the stakeholders togethers and compare and contrast the points mentioned by them. Moreover, we saw that since it was different from a regular interview session with questions and answers, the participants did not get bored during the process and we have collected a lot of data from them to design this play area in a way that meets their needs. Thus, as an interdisciplinary design team we saw that it is essential to include the users in the Design Thinking process. Even though we were experts in our fields, we were not experts in being children or doctors. Thus, the visualization tool helped us a lot in empathizing with them and finding design solutions that will meet the needs of our users.
Approach:
We did not see any drawbacks of using the visualization tool in this design process. Sometimes collecting data from users can be challenging but visualization was kind of fun for our stakeholders since it was not a conventional method and it inspired them to share their memories and wishes.
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21,184 |
Reflection – Learning Launch
Challenge and Selection My non-profit organization provides after-school academic and college preparation support for students in Title 1 (low performing) schools. In my role as project manager, I was tasked with a project to design a course that would motivate high school junior students to study for and perform well on the SAT college entrance exam. Since the organization was dependent on college student volunteers and only assigned one part-time staff to coordinate all activities at each school site, the program had to be affordable and in-house. Another challenge was incorporating the organization’s core value of empowering students and entrenching the idea of peer-support and self-sustainability. While a traditional SAT Prep Course could have been an obvious solution, it was costly, rigidly structured and in which participants played a minimal role in the whole learning process – mainly receiving content presented by the teacher. To attain our goal of creating an empowering SAT Prep course, we started with what’s currently available and has been the model for many years in designing such courses. We developed content and a schedule, trained and assigned the site coordinator the responsibility of teaching the course while volunteers serve as aids. As the project manager, I observed and documented participants’ behavior and managed all party’s involvement in refining the course. We concluded that participants (students) should have an active role in the teaching process as well. This, we hoped would solve the challenges of making the course affordable and sustainable and for the student to take ownership of the course and therefore feel empowered. I chose the Learning Launch tool as an action-based method that allows you to refine your prototype as you continue to observe engagement and learn more about the product. We used the Learning Launch tool to test this prototype at one school before deciding on adopting it across all schools. Application The new prototype we launch was student- centered and we wanted to test it in one cohort at one school site. The participants were divided into small groups (3-4) that would study, present on and teach a sub-section of SAT Prep each week. The same went on for the practice tests, with a set number of questions assigned to each group and for them to teach to the whole cohort their solving methods. The volunteers were assigned to serve as advisor to each group. The site coordinator served to coordinate logistics, schedules, content, group and volunteer management, and assist with the learning process when needed. We documented student’s progress in practice tests as well as the real exam and compared it student in our other sites. This experience of witnessing a prototype being tested with a specific target group and in a controlled environment was significant for us to determine its success and if we should export it to other sites.
Insight and Approach The overall idea of having our students (i.e. customers) at the center of our service is certainly a rewarding approach. In this journey we started with a general product (traditional SAT Prep Courses) and observed our students’ engagement with it to develop a future product. Once we have developed a new model, we went on to this Learning Launch phase, which allowed us to test our model-prototype in one school to determine if it should be implemented across our different school site. The testing phase was crucial to determine the desirability and viability of the model with our students. It reinforced the importance to testing a model before fully developing it and setting on a final launch across the organization. While this particular prototype was successful and allowed us to meet our organizations goals, it must be noted that we did not attain the same success with other prototypes. One example is an attempt to conduct a similar approach for a math accelerator program with elementary students – the teacher-led approach worked better. An important insight from this experience, which must be comprehended and anticipated in future approaches to similar cases, is the importance of open-mindedness testing or refining a prototype. With an open-mindedness approach, you may discover the next prototype while you’re testing the first.
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21,185 |
Storytelling
For me storytelling is one of the most important things in my work. I think this is a unique tool for motivate all person in the company, because is the only way that want to contribute by themselves. Storytelling is a powerful thing, not just now. It´s evolves in all evolution of the humankind, for survival and progress. All cultures are dominated by stories, without communication we can´t be the same species.
With all tools delivered in this course, I will create a powerful speech that could reach anyone who feels in the same way that me. I want to put all my soul in my work, and I desire that all my colleagues feel in the same way and put all of us to make differences.
My organization is dedicated to give to child the opportunity to innovate, trying to deliver a little bit of our experience to guide these children to take to the next level their entrepreneurships.
I think the only way to make progress it´s fomenting this kind of initiatives, when the youngest people think that they can make the difference and do anything for achieve their dreams.
Storytelling it´s the correct tool to achieve this propose. We need to do a click in their mindsets and raise their motivation to do a change in their life.
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21,186 |
Design Thinking for Innovation
Reflection – Visualization
Challenge & Selection
Visualization is very smart design tool that we can use in many different ways, that makes our ideas tangible and concrete for ease of communication while sharing information to achieve a shared understanding among a group of designers before defining some solutions to the problem. Using this tool allows us to think in a creative way & pay attention to new possibilities that we haven't yet think about. As a designer, I often use this technique of visualization in my field to present my idea clearly, which ensures that the intended idea reaches all listeners and specialists, which contributes to discussing it to discover the strengths and weaknesses of the project and share solutions for improvement. This allows us all to learn from each other, even if we have some differences of opinion.
Application
As part of applying this tool, l usually start by defining the main idea to be studied and visualized. I often use simple hand drawings (sketches) by using simple shapes and some colors showing the proposed materials, which guarantee ease of understanding depending on their simplicity, and thus to be discussed with all stakeholders who will help a lot in developing it while we are in the initial stage, and in these visualizations, l put in my mind to use some clear & easy symbols which can be very easy to understand and contribute to the delivery of the idea and from here we start the first stage of participation and discussion is to understand the needs of people, the labor market and defining our targets, which ensures the development of the appropriate product towards assured success. For the discussion and activity, I often set a meeting for all stakeholders' participants, where we present the main concept idea and the initial form through some visualization, story maps & a detailed presentation of all its aspects. Then we open the door for discussion and ideas sharing while trying to answer some important questions, such as 1. Has this product idea been used before? 2. Are there any similar products available in the market? 3. Who is using this product? 4. What is its importance to its users? 5. What makes it different? During the presentation and discussion, we always have some people to take notes and write all the comments and opinions to be studied carefully later, as it may last for 30 minutes, we can discuss and improve the conceptual sketches & visualizations through the reports and notes provided, and this is what we will start working on after such meetings.
Insight & Approach
By using this technology in the meetings and discussions, it has greatly contributed to expanding the horizons of thinking and seeing problems from other points of view, which develops our thinking and increases our focus on seeing the root of the problem, understand it's variables, and work to find the best solutions for it. Instead of thinking in a superficial way and jumping to take some random decisions. Also, the graphics are easy to understand and discuss to find the defects in the main focal idea of the project, which makes us all learn about the things that we may not pay attention to. That's why I always use graphics & but l will use it to explain my ideas and thoughts from the beginning, to gain from discussing many ideas that may contribute to developing my ideas.
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21,187 |
Mind Map
1. Challenge:
I was leading a team of Software engineers where the team was responsible for enhancing & maintaining a very complex Application catering to a leading Financial Services Customer.
Considering the complex nature of the application and given that application was built incrementally over the decades , it was imperative that we need to not only have a very robust Knowledge Management System in place but also to have a good adoption by all the stakeholders to ensure high quality & timely enhancement or maintenance of the application.
With the above stated objective , we invested in setting up a Knowledge Management System and also conducted awareness sessions with the team members .
But , after 6 months of rolling out the Knowledge Management portal , we observed following –
a) The adoption or usage of the KM tool among the team members was very low b) And there were huge Quality issues in the Delivery due to lack of Knowledge
Hence , we set out to understand the Root Cause of Low Usage of Knowledge Management Tool leading to low Quality of Delivery .
2. Tool Selection:
For the challenge mentioned above , I zeroed down to one specific tool – Mindmapping .
What is Mindmapping Mind mapping is simply the method for creating a visual map of your thoughts in mind. Mind mapping is formalized by Tony Buzan. A definition of mind mapping is:
“Graphical technique for visualizing connections between several ideas or pieces of information. Each idea or fact is written down and then linked by lines or curves to its major or minor (or following or previous) idea or fact, thus creating a web of relationships”
Another definition from the Mind Map book by Tony Buzan:
“The Mind Map® is an expression of Radiant Thinking and is therefore a natural function of the human mind. It is a powerful graphic technique which provides a universal key to unlocking the potential of the brain. The Mind Map can be applied to every aspect of life where improved learning and clearer thinking will enhance human performance. The Mind Map has four essential characteristics:
• The subject of attention is crystallized in a central image.
• The main themes of the subject radiate from the central image on branches.
• Branches hold a key image/word printed on the associated line – details radiate out.
• The branches form a connected nodal structure.”
Why I selected Mindmapping Tool for the mentioned challenge
I selected MIndmap tool for following reasons –
a) Mind Map Structures large information
Mind maps can store and structure vast amounts of information. They display hierarchy, show relationships between individual ideas and enable you to see the “big picture” at a glance.
b) Mind Map enhances Productivity
Mind mapping enables you to learn faster, communicate more efficiently and brainstorm more effectively.
c) Mind Map improves memory & recall
Mind maps present information visually. They feature a number of powerful mental triggers such as images, colors, shapes and connections which help our brain process and memorize large amounts of information.
3. Application:
We employed the following approach ( while applying the Mindmapping method )
Pre-Setup Done
Huddled the team members from each Skill Centres ( who are expected to use KM Tool )
Set up Empty Chart Papers on the walls of a Conference room and provided coloured sketch pens to each participants
Requested each participant to use 1 Chart Paper each
Next , we requested each participant to depict their thought on how they perceive the Knowledge Portal using Mind Mapping technique ( through following 4 steps )
Step 1 – Each of them to Start in the middle of their respective Chart Paper by mentioning the Central Idea which they first conjure of when thinking about Knowledge Management .
Step 2 – Next , they should mention / represent sub topics relevant to Knowledge managent
Step 3 – Add relevant details to each sub-topic wherever required ( and the information could be in any form – Picture , text etc )
Step 4 – Make connections to each of the Subtopics , representing the relationship between the Central Idea & various sub-topics.
Step 5 – As the Final step , we requested each member to give a ranking to each subtopic as per their assessment of the relative order of importance of the subtopics.
4. Insight:
The key insight drawn from this exercise is following –
We were able to extract many key information on
a) What is really expected by users from Knowledge Management Portal b) What is that missing from the current KM portal
And How Mind mapping helped us to gather or elicit required input –
a) As each users were asked to develop their own Mind Map , they were not influenced
by other’s view / opinion ( avoiding the pitfall of GroupThinking )
b) As each users were asked to express their opinion in free form format , they were
not hindered by their limitation of ‘Language Expression’ or ‘Writing Skills’
And at the end , we applied the convergence of the outcome from the Brainstorming using Mindmapping with the Design Thinking to come up with a precise definition of the Problem and subsequent solution to the same ( keeping the end user at the centre of the whole exercise )
5. Approach:
As a team , we immensely benefitted from the whole exercise in terms of redefining the Core Problem statement & devising a solution for the same ( while keeping the end user at the centre of the whole exercise ) .
6 months after applying the necessary corrective actions identified through Design Thinking ( using the mindmapping tool ) , we noticed significant increase in the adoption / usage of the Knowledge Management Portal by the team which eventually resulted in lower Quality issues in our Delivery .
|
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] |
21,191 |
Example Reflection – Visualization
Challenge :
Working with organizations in developing communities was my favorite thing to do on my free time. I started to know more and more growing my knowledge and skills in social working. The problems were surrounding every organization and the most relevant problem was misunderstanding of basics of working(i.e., management, bylaws, budgeting, resources mobilization and projects management) and that was facing many organizations when they wants to grow and expand in serving communities. So me and my team consists of interested people in social working wants to understand the conditions and problems targeting solve theses problems.
Selection :
After going into many conversations with many organizations members it was clear that regular meetings and interviews are not helpful any more in understanding the problem from other points of view till I started meeting organizations members with white papers and the results were unbelievable and I started to know more the real causes of problems that I really wasn’t seeing before. Then I decided to continue this type of meetings.
Application :
To be honest, first interviews were not with high quality because I used to draw and graph and take notes while the interviewee talking. To catch up with details I thought about let someone else take notes while me and the interviewee both have papers and drawing structures after I told him to draw shapes and structures with me and that was the part that you understand the problems from other points of view and you can make comparison between your own thoughts and the interviewee’s ones.
Insight :
By applying visualization tool I realized that I missed many points and conditions that causing the problems in organizations and many of them were clear and observed but we can’t think before they make sense(i.e., decision making mechanism in organizations, new volunteers attraction, job offering criteria and training office issues).
These insights let me thought more about my perspectives and my past imaginations of problems and solutions and that and everyone in the team did the same and at the end we have a totally new thoughts about the real causes of problems in social working field.
Approach :
Visualization tool is not only source of data but also a good teaching method and by making organizations members aware by their position in their organizations and communities and countries and even the world make them more comfortable to solve their problems. We are thinking on applying this tool on meetings with organizations members and excusive members and let them lead the discussion about what they wrote down.
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21,192 |
Story Telling Challenge & Selection Stories help the audience to relate & empathize with the user’s problem and understand how the proposed solution could integrate with the user’s lives and solve the problem. I use storytelling to showcase my solution to our clients in a much more immersive way. It also helps the other team members & clients to visualize the integration of the product into the user’s life in a much better way. I am a UX designer by profession & I work at an IT firm where I design digital solutions for large MNCs like Unilever, Toyota to achieve certain user and business goals as defined by them. I design websites or applications for ecommerce, office management, vehicle management, Banking and finance, retail space, education etc. At the beginning of any project, my aim always is to understand the ecosystem clearly and the roles and goals of the stakeholders involved. This is the (what is?) stage, and I try to gain as much information about the current ecosystem as possible through secondary research, user interviews, expert interviews etc. Then I visualize the information to get to the core of the problem among the stakeholders through concept fan. In this process we try to get to the root of the problem by expanding it & asking “why?” and find the reasons behind each problem. It becomes kind of a chain of reasons, until we find the root cause of the problem. With all this information we create a user journey and try to find out the pain points of the user and design opportunities where the journey could be made much more seamless and enjoyable for the user. After that we brainstorm ideas to solve those pain points and make a list of possible solutions. To visualize the solutions properly integrated with the user’s journey we create stories with comic strip like drawings and portray the situation and user’s emotions much more vividly. Pitching our ideas through stories generates intrigue, as we create high and low points to create excitement & suspense, which in turn expands the attention span of our audience. Application At first, I construct the story roughly in the form of a flow chart. Initially I give a descriptive picture of the current situation of the user and his surroundings and then build up the story on how my product or solution solves the user’s problems or other frustrations and how the user engages with the product and completes his desired goals with the given product. Storytelling also helps to question and discuss the viability of other solutions presented by the designers, so that the proposed design takes almost every possible situation into account. To create the stories, I mostly pick my content from my initial user research. At the time of the ecosystem analysis, we get the idea of the present system in which the stakeholders are functioning. After that we get more insights from the user interviews like motivation to buy or interact with the product or possible frustrations while using the product. At journey mapping we pick the exact pain points in the user’s journey through the
product or service. At story telling we just try to show the user’s journey visually with the proposed solutions as how it impacts all the pain points. We mostly sketch the moments where the user interacts with the product and also try to show the user’s expressions. It mostly looks like comic strips. This gives the audience a fair idea about how the designer visualized the product and how it sits in the user’s life. We mostly use the story telling in the research phase. I would like to give one example where we used storytelling to understand how the product features fits with the user’s journey. It was a hotel guest app for luxury hotels, from which guests can book a hotel room and order a host of other services via the app. We build the story as follows: John is an investment banker. He has to travel overseas frequently for work. This time John is flying from Mumbai to New York. The flight landed at 10 in the morning. John is extremely tired and jet lagged & wants to get to his room as fast as possible. He arrives at the hotel by 12 pm and waits at the lobby for checking in which starts at 2 pm. After 2 hours check-in process starts and he waits for his turn. For check-in he has to show his passport and visa at the front desk for verification after that he is given the key card of his room. John is escorted to his room by the bell boy. In this scenario John has to face a lot of frustrations. The following is the scenario where John has already checked-in online via the mobile app and got his electronic key in his mobile. John arrives at the hotel, scan the barcode at the counter to enter the hotel lobby and then he goes directly to his room, open the door with electronic key at his mobile phone and takes rest. This skips all the frustrations in John’s journey and gets him directly to his room. To showcase the impact of the solution to the John’s journey, we compare it with the John’s present journey with the help of sketches. Sketches mostly include a comic strip of John interacting with the mobile app & hotel counter for scanning the barcode to enter the hotel and then for entering his room with NFC enabled electronic key in the app. But the story will probably start with a scenario of John arriving at the airport and showcase his emotions with some dialogue bubble. So, this is how we use storytelling to express/pitch our design solution to our clients. Insight & Approach Story telling helps audience to visualize and connect with newer & more radical concepts and helps them to understand the impact in the user’s life. It helps the viewers to see through the perspective of the designer and the user which leads to a better and easier understanding of the whole situation. The visual cues also add to the impact of the solution and the emotional state of the user while interacting with the product. What I have learnt from this approach? In this course I got to know another aspect of storytelling and a clear understanding of how it is used in business world to create a brand. It helps the audience to connect with the brand emotionally and express the values it stands for. The essence of storytelling in our design process is almost similar as how it is used in the business scenario.
Knowing our audience. We usually design our story to be visually rich and with simple scenarios which are easy to understand for our clients, as not everyone can visualize a scenario in their mind. We try to be as visually descriptive and representative as possible, so that it is easier to imagine the scenario, we are trying to portray. As in the guest app, the clients could easily understand how our solutions reduce the frustration of the user in a particular scenario/problem. Through stories, viewers can easily imagine themselves in the user’s shoes and starts connecting with the product and empathize with the problem, and understand its root cause in the actual scenario which reflects the user’s frustration in the story. We focus on sequencing of the story based on the actual journey of the user while interacting with the current service or product. I think the comparison helps to build suspense and the solutions reduce the suspense when they are compared with the previous scenarios. In future I plan to use the story telling as a way to communicate with business analysts to provide reasoning for a particular solution. Storytelling could also be useful to share and express a vision with the team members. This reinforces the belief of the team behind the company’s vision. A good story could bring together a team which shares the company’s values and move forward to achieve a common goal.
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21,195 |
Challenge & Selection
The first tool I used was the tool of Visualization, or Visual Thinking, to achieve a shared understanding of a problem space among a diverse group of stakeholders before attempting to identify and define possible solutions to the problem. I use this approach often with our customers, who are government agencies working to apply technology innovations to modernize their mission or the delivery of their services to their customer, which may be U.S. citizens, businesses, and non- citizens. I have used the technique of using a straw man visualization of a problem domain with a set of questions or prompts for discussion to allow a diverse group of stakeholders to learn from each other in the process of defining the scope, boundaries, key elements, and relationships between elements to consider when identifying pain points and opportunities for improvements or solutions.
Application
I start the process by creating a straw man graphic of the problem domain. To develop the straw man graphic, I will draw from any existing material available to understand the environment. The existing material may be operational or procedural documents, training materials, marketing materials, GAO or other auditing reports. If materials are not available, then I conduct informal interviews with one-three of the stakeholders who serve as my main points of contact on the initiative. If appropriate to the situation, I will borrow the concept to “front-stage/back-stage” from previous research, and discussed in David’s book, “The Connected Company”. The front-stage/back- stage approach helps to reinforce the notion that every service – even an internal service – has customers with whom the service provider interacts and internal processes that enable the organization to provide the service. The template I often start with also has a column on the left to identify Partners and Value Chain Providers and a column on the right to identify Oversight Organizations, such as Congress, GAO, labor unions, advocacy groups, and other entities that may add constraints to how the organization operates. The straw man graphic is simple, using simple shapes and icons available in Visio or on the Internet. If the front-stage/back-stage view doesn’t work, then I will create a different type of visual, either based on a high-level process flow with swim lanes for different stakeholders, or another format.
For the activity, I will divide the stakeholders into groups of 5-6 participants each representing a different organization or area of interest. Each group receives a poster-size copy of the straw man graphic that they can write on directly, or use sticky notes to make comments. I give them two-three questions to answer, such as: 1) What key elements are missing from the graphic? 2) What would you change about the graphic to make it more accurately reflect your problem space? 3) What key insights do you have about the relationships between the entities in your problem space? I give them approximately 20 minutes to discuss the questions and mark up the graphic. Then I have each group report out on their answers to those three questions while pointing to the mark-ups on their poster. As each group reports out, I record commonalities in the insights of each group, and then additional insights that come from the group discussion on an additional copy of the graphic. After the session, I digitize each group’s poster as an artifact, create a view that combines the shared and new insights from the group discussion, and then create a revised graphic that incorporates their feedback and proposed changes that they agreed to as a group.
Insight & Approach
What I have learned from conducting this exercise with several groups is that while the graphic – especially the revised graphic that incorporates their feedback – is important for reinforcing their understanding of the problem they are working to solve, the more valuable aspect of the activity is the shared insights and shared learning that occurs while they are working to define their problem space. The graphic gives the diverse group of stakeholders a focal point for discussion that allows them to share their perspectives and develop insights into potential root causes of their problems. While they could create the graphic from a blank slate in a collaborative manner, starting with a straw man jump starts the conversation for them. They can quickly identify where they are in the graphic – or if they are missing – and can more quickly gain new insights about relationships between key entities instead of taking time to identify them. They can also identify variables in the problem space – that is, it helps them to identify what they don’t know, in what areas they need to obtain information or data to provide the values for the variables. Since I discovered that the most valuable aspect is the shared insights and learning, next time I would use the visualization activity as a starting point for a series of design thinking activities. Then the revised graphic that incorporates their combined feedback can serve as a reference tool throughout the remainder of their work
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21,196 |
Mind Mapping is a powerful note-taking method. Mind Maps not only highlight important facts, but also show the overall structure of a subject and the relative importance of individual parts of it. They are great when you need to think creatively, and can help you to make new connections between ideas.
A mind map is a diagram used to visually organize information. ... Mind maps can also be drawn by hand, either as "notes" during a lecture, meeting or planning session, for example, or as higher quality pictures when more time is available.
Mind mapping is an effective tool for taking notes and for better understanding and learning information. You can use it while studying or you can incorporate it into your professional career. In general, mind mapping is a good alternative way of accumulating knowledge regardless of the area you use it in.
A lot of people think that, because there is drawing involved in a mind map, they take more time to create than your standard linear notes. The truth is, you can spend hours perfecting your mind map to turn it into a piece of art, if that's what you want to do.
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21,198 |
Example Reflection- Mind Mapping Tool
Challenge and Selection
A mind map is a graphical way to represent ideas and concepts. It is a visual thinking tool that helps structuring information, helping you to better analyze, comprehend, synthesize, recall and generate new ideas. Just as in every great idea, its power lies in its simplicity. Mind mapping is used to represent how ideas or other items are linked to a central idea and to each other. Mind mapping is such a tool where we can collect/put pages of information using a single drawing or picture. The purpose or need to select this tool is because of a kid in my neighbourhood.
Application
One day when I was working with project I saw a kid in my neighbourhood whose is struggling hard to remember the various concepts of his subject. That kid was very sad that he could remember all at a time. He came to me said ‘Sister, I am enable remember all my topics at a time. Is there any solution for this? Can you please help me this?’. He was really stressed regarding this matter. Then I introduced the mind mapping tool for the kid and said him that mind mapping is used to represent how ideas or other items are linked to a central idea and to each other. For his clarification I helped him in drawing one mind map. By seeing this mind map he was very and thank me and left.
Insight and Approach
Since then kid used the mind mapping tool whenever he finds it is difficult to understand or remember some concepts/topics. From that day I never that kid stressed or worried regarding understanding concepts. Mind mapping tool is really a useful tool for students like this kid
|
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21,199 |
Reflection- Storytelling
CHALLENGE AND SELECTION
Storytelling is an incredible instrument that I utilize constantly. I work with powerless populaces,
formatively incapacitated people, senior residents, and monetarily hindered individuals. A large number of these individuals bargain with abuse and brokenness in each part of their lives, they should be engaged and motivation is a way to strengthening. I invest a great deal of energy "opening individuals up" and discovering approaches to rouse them to improve their conditions. At the point when I work with seniors, we share stories for various reasons. Regularly they're forlorn and are so glad to impart accounts of their lives to me to interface and they discover significance in sharing these encounters as a type of educating as well as inheritance, it could be said. With my formatively impaired customers I share accounts of my life so as to assist them with imagining a condition of autonomy, I utilize their input against the setting of my story to find out their objectives, and now and then we use stories to all the more likely comprehend their inclinations and manners of thinking. I utilize this data to create various techniques to attempt to discover a way that works for them to acquire autonomy in the regions they find ailing in their lives.
APPLICATION
In talking about approach changes with a social assistance organization, I was attempting to
disclose to them the advantages of adopting a more customer centered strategy, in addition to other things, and specifically, of perceiving every individual as a one of a kind being, and tending to their individual needs furthermore. The office was in the hold of a "consistence culture" and its customers were bombing in this non-sympathetic, inflexible structure. I was likewise clarifying how once in a while tending to the requirements of one individual can affect everybody to improve things, regardless of whether it appears to be outrageous or strange. I told a tale about when I pursued a crisis cover a cataclysmic event. Everybody was doing truly well aside from one lady whose pressure was making her sincerely unpredictable. I could tell she required consideration. It worked out that her mom had endure a cancer and she was alarmed that she would fall or that some different emergency would occur for her during this calamity while in the sanctuary.
INSIGHT AND APPROACH
That was an eye-opener. Her mom was doing quite well. Unmistakably it was time for me to open
up with my story. I revealed to her how startling it was the point at which my dad had his disease me and how I needed to get him to the emergency clinic and how troublesome and alarming that all was. I shared how he recouped well, and afterward integrated us, by taking note of how she and I both have guardians who endure things. This worked truly well. She truly required individual consideration for that short time, and she wound up with that and a genuine help. She calmed down, her mom, who had gotten stressed over her, calmed down, and everybody around them calmed down. Harmony ruled again. So I recounted to this story to the office, and I think it bigly affected individuals there. The arrangements are being rethought and the case managers are experiencing new training. Now and then a little story can do a great deal. This course made me consider this to be an instrument in another manner.
|
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21,203 |
Example Reflection - Learning Launch
Challenge
As a business development manager of restaurant I was responsible for coming up with ideas to
improve the efficiency of business. As our restaurant was very busy during lunch and dinner hours
so lots of people have to wait for a table and the other issue that was creating trouble for restaurant
was slow service of staff and eventually late serving of customers’ food which lead them to being
unsatisfied. The taste of restaurant was great which attracted customers but the late serving and
occupancy issues were leading to dissatisfied customers.
One of the biggest challenge was to come up with an idea which will resolve all the current issues
and make the restaurant number one in the city again.
Selection
We decided to use learning launch tool as learning launch is an experiment to test your ideas in
less time. It also helps in analyzing if the idea will work and minimizes cost of spending on
assumption based models.
Application
We created teams of our staff members and developed few ideas and it was time to test them with
our customers. So for our first learning launch we developed an app for pre booking of table and
tested this app with few customers. The app helped them select the table of their choice for a given
period of time and it would be reserved for them and they don’t have to wait. We improved the
app with feedback from customers and Re launched it for everyone.
Secondly we tested our hypothesis of equipping our restaurant tables with features of ordering
right from there. The table has basically screen with restaurant menu including description of
dishes with pictures and mini video clips of food mentioned. This would help in fast and easy
ordering as pictorial description helps deciding fast and makes the menu look more appetizing.
Ordering right from the table help the kitchen staff get the order fast and accurate. We tested it on
few tables in the starting phase, some Customers with the help of their feedback helped us improve
the process more.
Insight
By Applying our first learning launch our expectations were quite high with the app but the results
were somehow different from our initial expectation. We improved the app with the help of our
customer feedback and also fixed some technical issues we were facing and got to know more
about it by customer input. This app helped in better occupancy management at restaurant in very
less time.
Through second learning launch we got insight of how customers think and get attracted while
ordering food as good pictures of food mentioned helped them to order fast and the description
given helped them understand, what exactly they are going to consume as all the ingredients were
mentioned for them. This also helped people who keep a check on their calorie count keenly.
Approach
I think our approach to learning launch was okay and in future we will also use the tool of mind
mapping combined with learning launch to get better results. Mind mapping helps in extracting
meaning from a data in a way that patterns and insights emerge from that. Applying insights and
all the feedback we got in this learning launch to next will definitely be on our list.
|
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21,204 |
Reflection - Storytelling
Challenge: Working in a large corporate environment with over 8,000 employees in your department can feel overwhelming. Associates may struggle connecting their daily job to the overall mission or wonder how they can help the business grow when feeling so small and unimportant. In 2018 I realized this was an issue that needed to be solved and during this time, the solution was an internal communication platform called Voice of the Associate (VoA). The platform’s mission was to create a community where associates can connect with each other and business leaders to amplify conversations taking place across the department. This platform would strive for transparency, collaboration, real time updates, and simplicity to have your voice heard. In 2018 this was the perfect solution, but it is now almost 2008 and the platform is outdated causing the associates to feel like they are no longer being heard. Selection: I selected storytelling as my tool because I believe sharing the story of where the department was before VoA, the effect VoA had on the department from 2018 until now, and the direction that this platform should go, can help demonstrate the opportunity for growth and the impact VoA has on the department. Application: To make updates to the current platform I will use the storytelling method to explain why VoA is an important tool for our department and needs an upgrade to the senior leadership team. I need to present this to the senior leadership team to get approval to move forward with the platform upgrade. To begin this process I first gathered all of my information that I had before VoA was released. This includes research data and interview results that prove associates felt lost. Next step was to tell the story of how the department grew and the moral changed once VoA was launched. I gathered all the information to tell the story of how this was the best solution for that time period and how popular it was for both associates and business leaders. The next step was to gather current information on what all of our key stakeholders thought about the program (both associates and business leaders) so I created empathy interviews to gather these results. As well as comparing the engagement scores from 2018 to now to see the dramatic difference from 2018 to now. The final step was to create the story of where we were, where we are now, and where we want to go. I created this story by using a powerpoint so the senior leadership team could have a visual of this story and information that I was presenting. Insight: Using storytelling to explain why this platform needed an upgrade really opened my eyes on how to solve problems by gaining that emotional connection. It also helped narrow my approach by helping me focus on the main problem of our associates not feeling like their voices are valued, and not getting lost in other problems. Using the storytelling method when presenting also helped gain that emotional connection and overall larger purpose with the senior leadership team. Overall it helped me convey the message I wanted to by laying it out in a sequence of events.
Approach: I really enjoyed using the storytelling method because it made the problem more tangible and helps people connect to the overall issue. What I would do differently is how I conveyed the solution. At the end of the presentation I jumped quickly to the new platform that I wanted to use by giving them a demo and reasons why it was great. Instead I would put the new platform as a part of my story to bring the audience along for the journey so they could truly understand where we are going and why.
|
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21,205 |
Challenge and choice
I worked in a packaging factory as a designer for cartoon boxes clichés, and I have always had difficulties with my manager about my workload over deadlines as he wanted me to be faster in meeting customers needs. Thus, I resorted to estimate my performance speed at every stage of design (it was the same as a freelancer too) through asking myself many questions that I can summarize as mentioned in the course…
Application
I checked all the work stages development from A to Z, beginning from the moment the customer entered until the moment I deliver the design. I discovered the problem was not my performance speed on the design programs but rather it was when choosing the appropriate shear template to form the box.
There were more than 800 templates in the factory at that time and we have to choose the most appropriate for customer needs and less expensive one. Which was very time consuming. To fix this I had to rearrange within a table, and archive all the templates to figure out which template is best fasters.
Insight & Approach
What I learned from this experience is that when we receive a complaint about our performance, we have to look for the reason behind this problem before we judge ourselves or accept the criticism directed at us as it is.
|
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21,206 |
Challenge
I work in a team where we build digital products to support business operations in a traditional economic sector. Our company is a infrastructure developer and had most expertise in linear project planning using waterfall methodology. My team of 5 consists of engineers and software developers who are more used to working in an agile and iterative manner with a decentralized decision-making process. The specific challenge I face daily is how might we direct our product development activities more effectively to accommodate the linear planning process at a wider division level where most of the planning are linear and non-iterative.
Selection
I select the mind-mapping tool to address this challenge. Mind-mapping, according to week 3’s video, is a visual technique for identifying patterns in a complex situation with an aim to arrive at new insights around design criteria that can help drive the design thinking process from what-is to what-if. I picked this tool for 2 reasons: 1. The mind-map can help chart all the projects and workstreams within the division and give greater clarity to my team on how our work impacts our colleagues’ initiatives to help identify values and overlaps; 2. The mind-map allows us to understand underserved areas and discover opportunities and set pace for what we should develop and at what speed and scope.
Application
What we did was that I hosted a 1-hour workshop for my team. I started the session with a high- level nodes and branches on the major initiatives, then my team would spend the next 20 minutes to collaboratively fill-out the mind-map ( I used a free online mind-mapping tool), with a focus on the objectives, key results of each of the project we have in the team and how they map to the major initiatives in the division. Then in the following 20 minutes, we discuss the key observations around overlaps and areas of neglect and prioritized our projects. In the last 20 minutes, the team added tasks as the left-nodes on the mind-map over the areas that we collectively prioritized and reviewed the validity of those tasks. The resultant set of tasks were then turned into self-assignments in our workflow management system and scheduled accordingly.
Insight
Doing a collaborative mind-mapping exercise was very helpful in seeing different perspectives from the team. Areas of focus immediately gained clarity and apparent contradictions in certain projects’ executions are highlighted. One surprise that I learned was that what the team sees as priority would sometimes collectively deviate from what I viewed as priority from the business perspective. The level of details on tasks also reveal a different understanding on the problems at hand, between division leadership and the team.
Approach
I’d say the mind-mapping exercise was very helpful, although far from ideal as it was practiced. 2 things I would do differently as I run it next time: 1. A shorter exercise with a more focused objective would help the team not to wander across too many problem and project domains. 2. Allowing anonymous editing and collaborations would encourage the team to flag issues more freely.
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21,208 |
Learning Launch
Challenge I am a UX/UI Lead for a large energy company. I create workflows and interfaces for engineers to work more efficiently and effectively. The goal of many of my projects is to redesign an outdated software interface to make it more intuitive for new engineers. The challenge is that engineers approach project design differently, depending on the region of the world. Selection I use the Learning Launch approach because, given the broad scope and design variables, it allows me to ideate and test various interface designs with engineers. By watching them use these quick prototypes, I can quickly iterate to find a solution that will work well for all users. Application As with all Design Thinking processes, it is important to start with a definitive goal in mind and a deep understanding of the audience. Once the business requirements/goals are determined, the process begins. When selecting the users for this research, I select 10-20 engineers who represent the largest office regions. Recorded remote interviews and observations regarding the current interface and expectations help to uncover insights that can’t be found using purely survey and analytical data. I start by asking questions regarding their experience with the software, what they currently like and dislike about the software, and their background. I then ask them to perform 6-8 primary software tasks and have them use think-aloud protocol to describe why they are making certain decisions as they step through the tasks. I follow this series of tests with a post-test debriefing, asking what they found confusing, what could be better, and if there are features they’d like to add or remove. I subsequently send them an SUS (System Usability Scale) survey regarding their experience to get an analytical baseline for usability and a few follow up questions. Next, ideation takes place based on insights found from observations and interviews. This usually occurs as a series of mind mapping / whiteboarding / post-it note sessions with my team. By clustering many of the observations, we are able to determine the primary user pain points across regions and platforms. We are often able to simplify how a certain software process currently works by eliminating several steps that users found unhelpful or unnecessary. From here, I create a quick prototype that focuses on functionality and test it with the same set of users. If they find the new workflow/update meets the goals that we set out to accomplish, then the prototype is tested with a larger group of engineers before going into actual production and development. If the prototype does not meet the goals, needs and expectations of the project and the users, another prototype will be created and tested. If the prototype does test well with the larger audience, then a full design/development/user testing plan is put into place.
Insight What I learn from performing this method of design thinking is that allowing the users to interact with quick prototypes prior to full development allows for much more truthful feedback than with a survey. It also leads to much better results than simply interviewing and proceeding with what our team feels is right. By allowing the users to interact with a prototype and get their real-time feedback on the system, we are able to take a fairly accurate glimpse of the future state of the software without having to invest much time or money. Approach An alternative approach to this challenge would be Visualization/Visual Thinking. By working with the engineers in groups of stakeholders, as well as individually, and starting with a workflow diagram of current software processes, we can mark up/edit the diagram to establish a better, more intuitive flow. Once the interviews/design sessions are complete, this data can be aggregated and analyzed. Commonalities in the data patterns will allow us to create software workflow solutions that will work across the groups and regions.
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21,209 |
Reflection – Mind Mapping
Challenge
I am a student and I would like to write about my experience in a club that I am a part of. Entrepreneurship Cell, the club that I work for, nurture values and creates a start-up culture at my university. We help start-ups grow and incubate through our club and conduct various sessions, events, and competitions to spread awareness and help elicit right ideas in minds of many. We host “Think-Tank” session wherein club members are given an opportunity to present their ideas, discuss ideas, or talk about any topic relevant in the entrepreneurial ecosystem. We have planned to make these sessions public and give this opportunity to all the students, and faculty of our university.
Selection and Application
We decided to use the tool of Mind Mapping to structure the learning experience of the club members. Mind Mapping allowed us to look for patterns and gain deeper insights. Before we started Mind Mapping, we questioned the members for relevant skills and learning goals that could prove beneficiary while attending or presenting during the Think-Tank session. In the ongoing sessions we asked for special feedback from the members on relevant topics they encounter during the sessions and the challenges that they encounter, as in, the topics that they did not understand or had to look up on the internet or elsewhere post the session. In questionnaires we gathered quantitative and qualitative data. We asked for topics for discussions, wishes, inspiration, own experiences, etc. After gathering this data from members, we clustered important topics for our different sessions, wrote them down on paper. Every one of our club members received sticky notes and were asked to ideate a little more on this change that we planned to incorporate, individually. Before we dug in, we created a growth mindset by focusing on the question: “What if anything were possible?”. Many new ideas had emerged from this Design tool. We also kept a list of the outlier ideas as a source for future inspiration.
Insight and Approach
The Mind Mapping Tool allowed us to get a greater understanding of the Think-Tank sessions we offer, how they connect and how a great learning transfer for club members and participants can be reached. We broadened our repertoire by taking the participants perspective intensely and were able to extend our program to meet the participants needs. We came up with some new blended formats in which we added little quizzes and presentation inputs that accompany the students during the semester or for courses they take on some topics. Another method for knowledge transfer is that the participants write a reflection a few days after the session to reactivate their take-away messages from the sessions. They are asked how they plan to use a tool or method of building a start-up or a skill taught during the session. We also tried out many different online tools for more methodological mix and online webinars and decided afterwards which ones worked best (from the club members and the participants experience and feedback). A special challenge was the change to a completely digital format of our Think-Tank sessions because of Covid19. Despite the requirement to incorporate this change to our Think-Tank session, we still launched the ideas we gathered and continuously use feedback rounds in the sessions to keep the iterative process going and share newly gained knowledge within our team. The possibility of organizing and visualizing through the Mind Mapping allowed us to connect different stakeholders input and ideas and had a big impact on our repertoire. For future design challenges I would use the Mind Mapping Tool again. I would try to include the different stakeholders more intensely though by making them part of the whole process.
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21,211 |
Example Reflection - Mind Mapping
Challenge & Selection
In my country, the law will soon come into force, which will severely restrict the development
of one of the key sales of our company. Around the law of very much information. one is
authentic, the other has only logical conclusions. At the same time, the sales channel at the
moment is quite developed and brings very good results. For the systematization of all
information, its visualization, for finding unobvious connections and finding interesting
solutions for support and further development of the sales channel, I decided to use Mind
Mapping
Application
To create the maps, I decided to use the on-line tool to build Mind maps –Coggle. I marked the
central theme and we began to write out all the facts and thoughts on this topic. I must say that
I originally made two maps. one developed a profile group. a group that was always engaged in
this sales channel or was deeply in this topic. With this group, we brought all the obvious facts
and added further visual displays. we did this already on a printed map by hand. each
supplemented the fact or information of another team member. so I wanted to make sure that
all members of the team understand about the same and visualize facts and information. To
minimize the subjective perception of facts and information. Another card was created by a
group that was never involved in sales. In this group for another look and interpretation of
known facts when creating Mind mapp I used the method described in magazine Harvard
Business Review Russia may 2018 by the host Hal Gregersen "flurry of questions". For every
known fact\obstacle development of the sales channel this group generated a "flurry of
questions." The result of these two cards were interesting ideas of the use of automata in the
genus instead of some sales outlets and a few very interesting ideas that require additional
development.
Insight
I realized that this tool will be one of the main tools for me to analyze, assimilate a large
number of inofomatsii different people, as well as a simple way to find the relationship
between the facts.
Approach
Next time I would mix up the groups, which this time were too crystalline. One was completely
in the subject matter, a friend is not at all in the subject. One used the usual approach when
creating ..., another slightly unusual, mixed approach with the simulacrum of brainstorming.
|
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Company General Use
Elements:
1. Challenge: Describe your challenge, including all relevant information.
2. Selection: In your own words, briefly describe the tool you selected (e.g., what it is and why you
selected it for your challenge -- including any appropriate video lecture references).
3. Application: Describe how you applied the tool you selected to your challenge (e.g., what you did
and how the tool was applied effectively or ineffectively).
4. Insight: Describe the insight you gained from applying the tool you selected to your challenge (e.g.,
how an insight affected your thinking about the challenge and about design thinking more broadly).
5. Approach: Describe what you might do differently next time -- applying the same tool you selected
or a different one -- and the reason(s) why.
Notes:
The rubric also includes a score for organization. You should strive to write in a clear and compelling way, and ensure that your descriptions flow logically.
Your completed reflection should be written in English and be between five and ten paragraphs in length. When complete, you will upload your reflection (PDF file only) for peer review, which will determine your grade for this assignment. After uploading your reflection, you will be prompted to review three of your peers' submissions.
To pass this assignment, your peers must score your reflection an average of two or above, based on the rubric criteria. To successfully complete the course, you must complete your peer reviews and pass this assignment.
Company General Use
Challenge
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21,215 |
1 | P a g e
Example Reflection – Visualization
Challenge
A review of Customer Satisfaction newsletter revealed plummeting customer satisfaction ratings, citing “billing issues” as one of the priorities for improvement. We were running “blind” on factors contributing to the poor billing experience and no visibility existed into the business. This prompted a design thinking effort to understand the issue at hand. Furthermore, the project must deliver a short term and a long-term solution. The goal is to deliver the short-term solution no later than 30 business days and the long-term solution within six months. To that end, I organized a full day workshop to scope the initiative and to come up with possible design thinking approaches to solve the issue at hand.
Selection
As a Business Architect and a Design Manager, I have come to a realization that there is no one “silver bullet” or a one-size fits all tool to tackle design challenges. Since design thinking problems does not involve a linear, straightforward approach, I typically use a combination of tools to address real world problems.
I first leveraged the “Ethnography” tool1 to get a pulse of customer issues in a quick and economical way. I created customer surveys to understand the voice of the customers. The Verbatim listing from the customer satisfaction study helped me obtain a good pulse of the customer issues and their unarticulated needs. As the project progressed, I employed other design thinking tools including Visualization, Brainstorming, Story Telling and Learning Launch tools.
Application and Insight
Recognizing that design thinking is not only about processes and questions but also about real people, I paid close attention particularly to the human dimensions aspect. To maximize success, I utilized a learning mindset, leveraged broad repertoire by thinking outside the box and focused my energy surrounding the customer empathy. The nuggets gained through the analysis of customer satisfaction study was a game changer. From there, I started to understand the customer journey by focusing on customer issues and their requirements front and center. Interesting insights then began to emerge.
I then used the visualization tool to present the data in a tangible and concrete format. This enabled the project team to comprehend and prioritize the problems at hand. Using the visualization tool, I ranked the top three (3) issues based on those attributes that had the biggest impact on customer satisfaction, namely, Accuracy of Bills, On Time invoicing, and Average Cycles of late invoices not processed on time.
From there, we used the brainstorming tool, a structured technique aimed at idea generation. We came up with trigger questions and multiple rounds of silent idea writing to identify potential root causes of the problem. This collaborative approach helped us to enhance the quality of the idea generation significantly. I then mapped the current state “as-is” process and the future state “to-be” process with clear hand-offs from one stakeholder to the next. I built the Value Stream activities into the process map and outlined wastes in the process. This action provided us with the required focus for automating manual process steps as well as laid the foundation for the business case.
1Design Thinking for Innovation Module 3 – The MeYouHealth Story
2 | P a g e
To address the issues, I spawned a cross-functional project team comprising of service delivery, provisioning, billing, software development, sales, and system personnel. Each member of the cross- functional team focused on the voice of the customers and supported each other in an open environment. We knew that there was no blame, just a problem that if resolved would benefit the company and enhance the customer experience.
I facilitated weekly milestone reviews with the project team. Each member of the team took accountability for their actions knowing they could make a substantial contribution to the bottom line and customer satisfaction. Additionally, they engaged the resources outside their own areas of expertise to resolve the overall issue.
I collected benchmark of billing data to determine the intervals between the average number of days between customer acceptance and first bill. I then set milestones for improvement based on that benchmark. The project was particularly challenging because the order entry and tracking system did not feed directly into the billing system. However, I established action plans with clear timelines, roles and responsibilities.
As a short-term measure, the project team generated weekly reports showing orders reaching customer acceptance and notice of disconnects for billing team visibility to enable them to generate timely invoices and disconnect actions. As a long-term measure, I negotiated approval of a business case for automating the billing process. Once I gained approval, I worked with the development team on automation, eliminating the necessity for manual searches for first bill date; or relying upon account managers, sales staff, or customers to tell billing staff when billing needed to take place. As the project progressed, it provided opportunities to educate sales staff on setting appropriate client expectations for billing.
The automated process (long-term measure) significantly improved billing efficiencies leading to a 58 percent improvement in the number of orders billed within 30 days. This was really the main issue from the initial customer satisfaction (verbatim) study. Additionally, the company experienced a substantial reduction in customer dissatisfaction with billing timeliness, as evidenced through a later customer survey that demonstrated only six percent dissatisfied compared with the benchmark of 18 percent.
The use of design thinking as a problem solving approach had a positive impact on the company’s strategy. They include, elevated customer experience by improving “book-to-bill time” with the timeliness of bills, re-established trust thru improved billing efficiencies and improved customer satisfaction, improved “order to cash” cycle times leading to smooth sales cycles for new services going forward and a “simple and complete” billing experience by improving procedures, process, customer satisfaction, and ultimately the bottom line.
Approach
As an alternate approach, our team would leverage the “Learning Launch” design tool to take advantage of the inherent strategic opportunity having people, process and technology impacts. This would help the team achieve significant pay off by staying in the question and avoid knee jerk reactions. We would then search for higher ground by employing Optimization technique, i.e. finding the solution that best exceeds our customer experience and design needs. Not to mention, we will take the concept of “Curation” to our hearts to cut through the complexity and find the real nuggets of wisdom. Overall, future launch
3 | P a g e
designs would help us understand the business nuances and intricacies and help our team demonstrate to management the criticality of addressing human centered needs and the sensitivity surrounding it.
|
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] |
21,217 |
Reflection – Mind Mapping
Challenge
Mind Mapping lies at the very core of any design process. I being a college student and from computer science background, always remain surrounded by some or the other projects. My projects basically include development of various software and mobile applications for the people. I personally like to take up projects that are customer- centric i.e. solving customer problems based on their requirements. Customer-centric projects give you the feeling of satisfaction as it focuses on the people’s need and wants and not on the profits gained due to the release of a particular software or application. What I do is first send online survey forms which include various questions regarding the project to the people I know and tell them to spread it to their connections also which provides me with an insight about the peoples’ requirements. From the survey, a large amount of raw data is collected which is hard to process. For this, I require some tool to capture, store and organize ideas in structured manner which makes it easy for me to follow and proceed further step by step.
Selection
I use Mind Mapping approach to put up innovative ideas on a mind map generated from the data gathered earlier. Mind map has free flow of ideas without any boundaries or restrictions. Mind mapping is a clear representation of “What is?” without thinking of “What if?”. So, mind mapping is clearly a next step after visualization of various possibilities.
Application
I start building a simple mind map which is either in a tree or spider structure. I initially decide the central idea or the central purpose of making this project which guides other ideas or sub-ideas to land safe with the central theme of the project. The whole project works with respect to the central idea. To make this mind map, I use software like ‘Microsoft Visio’ or a web application such as ‘Lucidchart’ which involves rapid development of such mind maps.
I remember, our college has taught us design engineering subject for around 2 years which consisted of various design projects approached with different design tools. Even they told us that: “Design thinking is the ladder to innovation.” What we were taught was that: “Got an idea? Make a mind map.”
During the whole course we made various design engineering canvases like AEIOU Summary Canvas, Empathy Canvas, Ideation Canvas, and Product Development Canvas. Then we also learnt to make various UML Diagrams or System Diagrams for software development. In which we made Use Case Diagram, Activity Diagram, Class Diagram, Data Flow Diagram, Entity-Relationship Diagram, Sequence Diagram, State Diagram, etc.
Considering the things, I’d learnt as resources, what I do is make a simple mind map with the whole set of ideas to be implemented within a particular project and then make various above listed diagrams and canvases to expand those ideas and generate a clearer picture of the process. Most of the processes that are to be implemented in my projects are algorithms which involves making of various flowcharts which are also a kind of mind maps.
Insight
By applying the Mind Mapping tool, I identified that it gives you the power to organize the ideas in a way you want them to get executed. It definitely removes all the confusion and complexities related to your project and gives you a better and clearer picture to begin your project with. In software development, this phase is called “Analysis and Design Phase” where different data is collected then different patterns are generated by doing analysis on the collected raw data. Mind mapping is definitely a pivotal point in design thinking process as it establishes criteria for “What if?” phase.
The insights gained from this course helped me broaden my design skills. With the removal of complexities, Mind Mapping tool smoothens the design process with the help of various design tools. It also opens a broad spectrum of possibilities for design thinkers.
Approach
Since I discovered that Mind mapping tool help designers picturize the whole idea of the project in one single mind map, next time when I take up any project “Mind Mapping” would be the key criteria that has to be satisfied in any of the cases possible. This course will help me in developing innovative ideas and make them happen with design thinking process at the heart. Now, I have to believe that design thinking drives innovation.
|
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21,218 |
Reflection Design Thinking
Challenge & Selection I’m working in a consultancy firm and we have been growing fast in the last years, so there was no much time to include new methodologies or improvements in the way that we are working. So many times we try to include Design Thinking as a complementary model that can help us to do our work better. In spite of that, we know that Design Thinking will be a way to improve our methodology we have to time to take a training course or read a book. So one of or most complicated challenge was looking for time to get in to Design Thinking.
Application & Insight One of the most interesting things about the application of design thinking was that at our job we always are working with international standards that we adapt for our clients and then help then to adopt the standard and one thing that we realize was that all of this standards has in their core structura all of the desing thinking model so we understand that design thinking is no the end is the mean of a lot of the things that we are doing. The best application that we develop around the model is one thing that we call Service Design Thinking, part of our work is designing services so we were used to work with traditional methodologies to define the need of our clientes, then establish how the service has to work and then look the way that the service will be delivered and mainteined in the future. So rialize that what we need to improve our method was the descovery of how design thinking was embeded in our day to day practices.
Approach I guess the apprach that we talked about was to include in our day to day activities all of the tools and resources that design thinking help us to develpo. There is no going to be time to learn something new without trying it. There is no posibility to incluide design thinking without a pourpuse so the best approach is to find activities that we want to improve or optimize and apply all of the design thinking steps because despite of what you are trying to do o trying to achive the questions will be the same, what is?, what if? What wows? and What works? and the iterative process that is behind of the model will keep the momentum in what you want to achive.
|
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21,222 |
Example reflection – Storytelling
Challenge
The challenge was that there was an employee in my organization who was in my team at that time and he was not able to complete his job in time from the past 2 weeks and was not talking to other employees as well and he was starting to keep himself alone all the time which previously did not happen at all. So, I knew there was some problem because of which he is not able to complete his work on time and started to distance himself. So, I wanted to talk to him because as a friend I wanted him to be good in his job and not get depressed and just tell him that I was there for him.
Selection
I selected story telling as a tool because it really helps us to connect with the other person whether that is a person or a consumer. The storytelling tool is being used for many years by various people to convey the message. In this challenge I used it to open up someone who a=was feeling very depressed after hearing the news of his father health.
Application
One day I went up to him and sat beside him and started talking to him about random things happening in office and then I gradually asked him that why he is keeping himself distant from everyone from the two past weeks. Then he told me that his father’s health was not good and that he just found out about the nerves in the heart of his father are blocked and that the doctors have suggested bypass surgery and that he is scared for the life of his father.
I also has this experience with my grandmother in the past so I told the story of my grandmother in front of everyone when we were having our lunch. I told everyone that during a religious ceremony, my grandmother passed out while she was standing in the crowd and that I have to rush to her and check her and then I had to call my father who was a bit far and had to come fast and then we took her to the hospital where the doctor did some tests and then suggested bypass surgery and we had to do it immediately the next day because it was very serious. But after surgery my grandmother recovered and she is doing fine now also.
Insights and Approach
This really calmed him down and he understood that even though this situation is a tough situation to be in he can still overcome it and he just have to be there for his father in this time and he cheered up a bit which really helped him and he was able to focus on himself.
So I told this story to my HR and he relay appreciated the fact that I went out o my way to help someone else and promised to have more interaction with the employees so that he also knows if there is something bothering the employees and get to the roots of it because everyone has their low points in life and they just need to know that there is someone whom they can talk to.
I really liked this course because it tells me how we can come up with different ideas and how to actually innovate.
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21,224 |
The Challenge
I run a small marketing consultancy and some of my clients are only just entering the digital marketing space. Some have websites, but they don’t know anything about driving traffic and lead generation. I recently landed a new client who had a small interior-decorating business and wanted to grow her client base using digital and social marketing. She had a company website but had no social media channels and personally knows nothing about digital marketing – she’s not even on Facebook! She wanted a digital marketing strategy to drive new business, however the challenge was that she didn’t know what that was or how it would work. In this sort of scenario, with clients such as she, it’s hard to manage expectations; they expect that once their platforms are set up, from day one their phone will ring off the hook and new quote requests will flood in. In addition, her media budget was very small, so organic would play an important part in the rollout of this strategy.
A segment in Angela Meyer’s video showing a person standing up and talking about a concept, while the people in the meeting each understood it differently, perfectly illustrated the challenge with this client. I needed to get her and her whole team on the same page, to “align ideas”, as Meyer puts it so well.
This illustration of Meyer’s shows how tenuous the situation was, with me thinking one thing and each member on the client’s team, having their own interpretation of my words.
(Images copyright Design Thinking for Innovation video on visualisation tools by Angela Meyer)
Selection
It was clear that showing the client and her team content and ads that were being placed and the traffic, audience growth and engagement they were generating was pretty meaningless to them. They couldn’t picture how all of these digital marketing elements came together and worked to generate new sales leads. Being highly creative people and designers in their own right, a visualisation tool seemed to be a good choice to make these ethereal digital activities tangible and concrete. I needed to take my clients beyond the language; a visualization tool can remove the ambiguity of words, and the many meanings we can derive from them, providing instead a clear picture.
We all needed to be on the same page, as Meyer’s illustration shows.
(Images copyright Design Thinking for Innovation video on visualisation tools by Angela Meyer)
Application
At our next meeting I gathered the client and her team and prefaced the meeting by saying that the different parts of my digital strategy all work together towards a common goal. They all agreed that the goal was to drive traffic to the website and thereby generate leads for the business. How that happened was what needed definition. “It’s like when you’re designing a room,” I told them. Immediately they started to look interested.
First, I drew a little coffee table in the middle of the page. The table was the website. I then added a sofa facing the coffee table and called that Facebook (FB) and a chair and called that Instagram (IG). After this I added a big oval mirror and called that their social media advertising (SMA). I explained the difference between organic social where people are visiting by choice (as followers) and are in the room, either sitting on the Facebook sofa or the Instagram chair; and social media advertising, where people hadn’t entered the room (signed up as followers), but could see the room reflected in the mirror and that they also represented potential clients. I then added a big window and drew some faces looking through the window. I called this their Google Ads and told them that these were people who were searching for a room that they would like to be in, and would enter by choice. By this stage there was a lot of nodding of agreement among the team members. Then the client jumped in and said, “You need a carpet!” And she took my pen and drew a line under all the elements in the picture. “That pulls the room together.”
I agreed and said, “The carpet is your messaging, which gives one consistent voice across all the elements, holding the entire communication plan together.” They all nodded. By now they were quite animated and enthusiastic.
Finally I drew a little tray on the coffee table in the middle of the room and added a teapot and cup and told them that what we wanted was for the people who sat on the sofa and the chair, or looked in from the mirror or the window, to feel so at home in this space, that they would reach out and pour themselves a cup of tea. And that moment of taking tea is when they submit a quote request on the website or pick up the phone and call the number on the contact page. Those were the qualified leads we were looking for.
Insight
This visualisation exercise made the concept tangible for the client and her team. It proved successful in two ways: firstly, the client jumped in and started to participate. She didn’t get all the way there and call it the messaging herself, but I facilitated this and gave the carpet a purpose as the message in the digital room. Secondly, once the room was completed and the idea became concrete, the team started to open up about their business, describing various elements that they hadn’t mentioned prior to this exercise; such as how they see themselves in relation to their competition, or aspects of their business they’d like to expand on. The visualisation tool didn’t just help them understand a concept, it facilitated the generation of ideas. These ideas and insights are now proving very useful in creating content and crafting the messaging as I roll out the digital strategy. They haven’t yet led to any great lightbulb-moment innovation so far, but importantly these responses from the team and their input have helped to steer the language and tone of the communications, both on social media and search advertising. The accounts are gathering good traction and the client’s phone is starting to ring. Tea is being served!
The insight that I gained from using the visualization tool is that the tool needs to be relevant and meaningful to the audience for it to be truly useful in describing the “what is” in the Design Thinking process. The picture I drew resonated with my client and her team, which in turn inspired their confidence in both the process as well as the concept. They then felt that they were in a safe space in which to explore other ideas and expand on the concepts all the while providing me with valuable ‘ethnographic data’ on their business.
Approach
Although I chose to use a visualisation tool, I could also have applied the same concept as a storytelling tool. In a way I did, because the process of creating the room was also telling a story. However, I think the pictorial aspect of the visualisation tool is what made it successful, and the storytelling was more like ‘window dressing’.
One thing I could try doing differently next time, is to make it more of a team-decorating-the-room exercise. To encourage more participation in the process of creating that picture to inspire even
more of a sense of ownership of the outcome that might generate even more ideas and lateral thinking. However, while this client can clearly decorate a room, she and her team need my input to make the analogy work and tie it all back to their digital communications.
For my own little marketing business, this has inspired me to turn this analogue, hand-drawn visualization into a video showing the room being created, that I can use with other clients and in new-business pitches, since decorating a room is something most of my kind of clients have some familiarity with. This won’t resonate with every client, one of whom is a men’s fashion watch retailer. Visualising a room would be less meaningful to him and I would need to adapt the way I use the tool so that the visuals resonate with him and his business. In this case, I could recraft the analogy in the visualisation tool to create, for example, a new trendy outfit or to build a watch.
|
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] |
21,229 |
Reflection – Learning Launch
Challenge
My organization assigned me the role of a Principal Investigator to identify the requirements needed to develop the next generation of effective electronic system that requires fewer men to operate by leveraging through advances in technology. The intention is to use this phase to prepare for a major project that the organization intends to embark on for our key customer. It is important that we know what we want to and need to do that fits the organization’s capabilities, to scope the project to what the customer wants by offering the best value and an accurate project costing and schedule to meet the financial objectives. There is limited resources assigned, and it does not help that our competitors keep knocking on the customer’s door wanting to showcase their latest product. We will need to start small and act fast, do more with less.
Selection
We want to provide our customer with the new user experience that they can get with our new system that reduces the operating cost, what we view will give us as an edge over our competitors. We want to learn quickly from the customer what works well for them and what needs to improve. From the various design thinking tools and activities, the learning launch tool suits well in this context as we can build prototypes for our customer to use it so as to experiment with our hypothesis, get the truth to confirm or dis-confirm our assumptions and iterate the process to learn from the data gathered and improve. Not forgetting that we want to do the experiments quickly and inexpensively due to limited resources.
Application
We engage our customer to learn more about their usual workflow in operating similar electronic system. We follow through the daily routine in their real-life working environment, ask questions to uncover the rationale behind the way they work as well as interviewing their senior staffs on their experience to find relevant information and search for the pattern of usage. From the insights gained, design criteria are established and we brainstormed to come out with the idea of automation of the user system software with an interactive graphical user interface that require just one person to operate. We asked a few software developers to help develop a rapid prototype, the first spiral for the learning launch and deployed the software with our customer to test out our new proposed automated workflow. A workshop to demonstrate the new features of the interactive graphical user interface provides to the customer to be familiar with the hands-on experience.
Insight
By applying the learning launch tool to test our assumptions, the feedback that we gathered from the customer’s hands-on experience highlighted that we have missed out a few key insights about the customer. The operators that use our new software come from a vast background of experience and education levels, and each one has a preference to do things in a certain manner. Some of them are
used to having the information presented in tables, while some would want to add in graphs and statistics that can aid them in making decisions. We realized that while the customer appreciates the high level of automation that help to reduce the cognitive workload, there is a need to allow customization on the interactive graphical user interface. This is to allow viewing of processed data in various formats to suit different preference. We learned from the first spiral prototype and incorporated the feature of customization of the interactive graphical user interface in the next spiral prototype.
Approach
As we review through the approach in finding out the pain of what our customer experiences with the current system, we gathered that the learning launch is an appropriate tool. However, in its application, it seems like we do not know what we do not know, which is the lack of the ability to capture the mind of the operators. We can probably involve them during the prototyping to co-create the test ideas, to confer a sense of ownership, to get their opinions heard, and to provide visualization of what to expect. These can help to understand each other better.
|
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21,230 |
Reflection - Visualisation
Challenge and selection
I was hired as an mechanical R&D engineer at a firm which was trying to work on solving trash crisis with local municipal corporation. After joining the position, I got to know I was the only one in the department of design and prototyping the whole thing. My engineering brain kicked in, I designed a domestic trash compactor and presented it to the board. Green-lighted, we proceeded to producing the samples and exhibited it at the local expo, but it was not selling. No one was interested. Price wasn’t the issue, it was the design. We headed back to the lab to start from scratch, but this time, I wanted to design everything with customers in mind. Most of the customers are not engineers, point was not to take mechanical advice from them, it was to have a pleasing design. For that, we used the visualisation approach.
Application
Prior to designing the product again from scratch, we invited the ”potential” customers for a focus group. Instead of showing the product right away, we performed a presentation about the product and what we are going for. Later in the session we handed them a paper with a bare naked design of the product. We provided them with colouring pens and asked them to modify it as though it is in their kitchen. The design had engineering constraints in place, but we asked them to change any and all the aspects that they desire, but none had changed anything in regards to the mechanisms but only the exterior designs. Knowing that the group was diverse in terms of social and economic status, each had their own take on the design. Some concentrated more on the colour of the product, some were into the jaggedness and curviness of the design, some also pointed out the difficulty in operating the machine. In the next phase, we segregated the designs and found out that, the customer design require- ments had some particular pattern. Some aspects were accepted and desired by many. We went forward with one design that had almost all the popular modifications. We arranged another fo- cus group, with different people this time, and we presented the manufactured prototype. It was received well, group knew how to operate without instructions, the design was liked by everyone. When asked about any comments on the design and handful of changes were suggested, mostly were related to somethings that are post-manufacturing. During the next expo, we presented it again, and was very successful sales numbers.
Insight & Approach
What this whole encounter taught me, is that, verbally people understand everything slightly different from each other. Engineering numbers and design may seem daunting to layperson. What pleases the stake holder is sometimes different from what customers want. Visualisation approach streamlined so many things in the design process. Giving the focus group a bare minimum yet technically sound design and letting them draw their imagination on top of it, no matter how crude the picture is, it helped me in the process of designing and also in understanding what appeals and what doesn’t. It goes beyond verbal explanation of what needs to be changed, it dives into the
core of the problem. I have been using this method ever since, even with the shareholders, fellow engineers and marketing department. The method is to give them a minimum picture and make it better visuals. This doesn’t compromise the engineering aspect, but it streamlines the design and prototyping process really well.
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21,233 |
Crabby Johns Seafood Buffet-: Company General Use
Learning Launch
Challenge
I work in a unit which serve Rigs in the country and our challenge is improve the quantity of repaired assets with keeping the quality level or even improves it. We have a shop to maintain drilling assets and these assets are huge and require more job to complete. More than one craft is included here and require their cooperative in the subject. We need the best solution to be implemented in 30 business day. We have to provide a solution based on company demand and our limited resources.
Selection
I decided to select learning launch tool to beat this challenge and hopefully to shows best result ever.
Application
For our first learning launch, we focused on our capability and possibility of our manpower, maintenance equipment and working hours. In each part individually, we need to see how we could reach to the target by our limited resources and be satisfy. This tested our hypothesis that our target might be reachable. We visited all involved units like mechanics, planners and admin clerks. We expected to complete this process with clear steps of our new procedures.
For our second launch, we focused on management approval for this proposal to be fully approved and enhancement. These are all about acceleration of the work and increase the productivity of the job.
Insight
By applying the learning launch tool, our team identified our hypothesis and designed launches to test these hypothesis. We suggested to give a chance for employees to work as shifts and it will result in increasing productivity hours. In same hand, this will break the normal routine work and let employees be more active and refreshed. In additional to, we checked the results and weak points if exist, also we and management were more opened to discuss the results together. Results shows positive impact which made the management happy cause results hit our expectations. We have made it within time frame that was assigned to us.
Approach
We have done several design thinking tools and at this level of approaching in the time line and learning launch is the perfect tool to select. To confirm our results, we double check our launches and implement them in future needs. This should reflect in most of similar cases to get more progress and production.
|
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21,236 |
Reflection storytelling
Challenge
I work as an incident manager in a real estate company. I often receive multiple complaints from our business partners about the high average time that elapses between posting an incident in our ticketing tool and resolving it. The number of tickets was on the rise, and company departments felt their problems were not being taken seriously enough. We had to reduce the number of open tickets and resolve them faster.
After discussing the problem with the teams involved in resolving the incidents, we realized that in most cases a large part of the time was wasted in the process of assigning the problem to the correct resolution group and in the subsequent analysis and solution by the resolution team. In both cases, this ineffectiveness was caused by the same reason, the lack of clarity when describing the problem in the ticketing tool in such a way that it was easy on the one hand to identify the correct solver team and, on the other hand, to reproduce and solve the problem by the resolution group.
Selection
Reviewing a large sample of tickets that we had complaints about, we could see that most of them had extensive explanations about the problem the user was experiencing but these explanations did not have the correct approach. Many times, the user who opens the ticket about a problem in their daily work knows perfectly the work they do in their day to day but is not aware that those in charge of solving their problems also attend to incidents from the rest of the departments of the business and they don't have the specific knowledge of all areas. We believed that it would be positive to train users who open incidents by explaining what happens to their tickets once they are opened until they are resolved. We are convinced of the effectiveness of storytelling to address complex issues from a much simpler and understandable point of view, that is why we decided to use storytelling as a tool to carry out this training in a more enjoyable way, helping the user to empathize with people trying to help them with their technical problems, without having to go into tedious details.
Application
We decided to turn an example of a technical problem into a domestic problem. We posed a problem to the user. The user had to make a trip abroad and needed a family member to feed their cat. The only requirement was that communication with your family member would be through a letter.
We explained that the user knows his family member, but the postman does not, so for the letter to reach its recipient without problems, it was necessary to clearly and concisely detail the recipient's data.
Once the letter has reached the family member, he should solve the problem, that is, feed the cat. This task is simple if the family member has all the information he needs. Where the cat's food is stored, where its plate is, how much food to put in and how often. Otherwise, the
family member may have to contact the user to resolve their doubts, with the consequent loss of time.
Insight & Approach
From the first moment it was clear that there are several teams that intervene in the resolution of incidents and that each of them has its functions and knowledge. Each of these teams require clear and complete information in order to carry out their work as efficiently as possible.
The users assimilated the equivalences between the letter and the ticketing tool, as a means of communication of the incident, between the postman and the ServiceDesk, as responsible for identifying the team that must resolve the incident, and between the solving team and the relative, who must solve the problem and that will not be able to do it efficiently if does not have all the necessary information.
The time to resolve issues has been significantly reduced as there are fewer errors in assigning the correct resolution group. The number of communications needed between technicians and users to identify the problem has also decreased. Users have understood the problem and realized that by providing the right information we can offer them a better service. The evaluation of our department has improved compared to the previous year.
|
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21,237 |
Mind Mapping of Techno-Advance Tooth Brush
Challenge faced : The regular tooth brush were not so effective in providing cleaning to people which led to a void being created in the brush market so this tooth brush with advance features helps in eliminating various shortcomings of old brush
Sellection
The essential Tooth brush helps in achieving everyday cleaning action
Auto vibrator helps in proper systematic cleaning of your tooth with proper pressure being applied on the tooth
Light at tip helps us to navigate into the corner of your mouth and clean the teeth thoroughly
Tongue cleaner helps in 2D cleaning of mouth
Ergonomic Design helps in smooth and proper gripping of the tooth brush without the proper of slipping of the hands from brush
Hand pressing crank charging mechanism can help to charge the batter paced inside the brush which can act as renewable source of energy for brush
Application:
A wide range of application in terms of target audience as every individual uses tooth brush as it is a important part of daily activity
Approach:
A void was being noticed in the shortcoming and a trial and error approach was applied and then the mind mapping was done and the key features were discovered
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21,239 |
Reflection – Storytelling
Challenge and Selection
Storytelling is a vital tool for an organization and even for life. I am presently a student of Business Management, but I worked on one of my vacations in the care of the seniors’ citizens, and I realized that many of these people are depressed and feel forgotten, they need to be listened to, to be given attention because they want to express and share everything they have learned throughout their lives. So, I tried to pay attention and listen to their stories, which made them unburden themselves and feel much better.
I was surprised that when I entered the organization, they never pointed out this important and vital step, it tells you about taking care of their medicines, meals and that they were clean, but nothing about listening and making them feel better, all of which I had to learn from my co-workers.
Application
During my service, a new member joined the work team, he was very reserved and liked to do everything quickly, but to the letter. I started to pay attention to how he was attending to the elderly, and I saw that he was with a senior lady who always liked to tell her stories, in fact, she was already used to it because all the rest of us listened to her, except for him. The lady tried to talk to him about one of her past experiences, but he just wanted to get it over with quickly and the basic steps (food, medicine, and cleaning), so he didn't pay attention. This was instantly reflected in the lady's mood.
And so it went throughout the week, the seniors were sad, downcast, and even didn't want to talk anymore, the atmosphere was heavy, they didn't like him to take care of them anymore. He realized and began to wonder what he did wrong, if he always did what was asked of him, cleaning, giving them their food and medicines.
Until I respectfully pointed out his mistake, I explained to him that the needs of these people go beyond the basic ones and that each one must be cared for according to their unique and individual needs and that he was being very rigid, cold and unempathetic. He also explained that as soon as you pay attention to them by listening to them while we do our homework it creates a positive effect on them and comforts them emotionally.
Insight and Approach
It was an eye-opener for him, and the next day he took a totally different approach to his work structure.
Clearly, according to policy, he followed the instructions from the moment he walked in, regarding what we had to do, but my explaining the human effect on our jobs totally changed his perspective.
We all noticed that he listened and even began to engage in conversations with the elderly, which had a positive impact on their moods, but not only that he learned to listen to the elderly, he began to enjoy his job more and got the best out of each anecdote. A balanced relationship between customer and employee was created. And happiness was brought back to our workplace.
By pointing out and telling the story to my boss, it made him reflect and even changed part of the policies, making it a main rule to know how to listen to people who need to tell their story. I believe that listening and telling a story can heal the soul, as we could see.
This course made me think deeply about this tool, as I did not consider it as such, and it has been a great help not only for my professional field, but even in my day-to-day life.
|
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21,241 |
Peer Review Assignment
Challenge
I have recently graduated from school. I am a commerce student and thus had to study subjects like economics, business studies and accountancy. I am very poor at remembering and so I used to suffer while studying theory subjects. Business studies is purely a theory subject. Remembering and relating various procedures and steps that we had to study in our course was a task for me.
Selection
Mind Mapping is a useful technique that supports learning, improves information recording, shows how different facts and ideas are related, and enhances creative problem solving. It makes information easier to remember, as it's held in a format that our minds find easy to recall and quick to review. It is a quicker method to retain information for longer.
Application
Since understanding , relating and memorising concept in business studies was very tough for me I adapted the “mind mapping technique”. This technique helped me summarise the whole chapter into one page and also helped to understand the concepts in a better way. This practice also helped me retain the information for longer.
Insight
Since I was able to summarise the chapter into one page, it made revision easy before exams. I performed better in exams because of this tool. Using Mind Maps can help to bypass the usual panic instinct of the brain when confronted with a problem to solve. Instead of ‘forcing’ my mind to come up with a solution, which can result in stress, Mind Mapping opens up possibilities and calms me.
Approach
When I Mind Map for problem solving, I instantly gain more clarity, so I can find answers more easily. I am able to view the problem as a positive challenge and an opportunity to show off my creative skills. I found this technique very useful and intend to make full utilisation of it in the future challenges that I face.
|
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21,243 |
Use of mind mapping tool to collect the innovative ideas and link them with
main objective
Challenge:
The challenge was the innovative idea generation among the diverse group of stakeholders around (50 members). Main theme was the renewable sources. It was challenging task to accumulate the ideas and link with main theme.
Selection
I used mind mapping tool for above task. The extraordinary thing about mind mapping tool is that you can put your thoughts down in any appeal, when they fly into your head. You are not compelled by deduction all together. Basically, you can toss out all thoughts, at that point stress over redesigning them later.
Application
I wrote down the principle thought which renewable sources was solidified in a focal picture. The primary subjects emanate from the focal picture as 'branches', which was the sub theme of main idea (sub categories of renewable sources). Then I wrote down the ideas which was generated by stakeholders in respective sub theme or again in branched structure as we can call it a ‘twig” of category
Insight
Mind mapping is a profoundly powerful method of getting data all through your mind. Mind mapping is an innovative and legitimate methods for note-taking and note-production that truly "maps out" your thoughts. I can definitely say that mind mapping tool help me to link and connect the very diverse thoughts or ideas in very organized way. I feel that people were very enthusiastic while doing this activity.
Approach
Since I found that the most significant viewpoint is the common experiences and learning, next time I would utilize the mind mapping activity more efficiently beginning stage for thinking exercises. At that point the modified realistic that joins their consolidated criticism can fill in as a source of perspective device all through the rest of their work.
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21,245 |
Reflection - Learning Launch
Challenge I work in a large global industrial organisation, as part of a product management team developing
software for our internal use. Our role is to develop innovative solutions to core business problems
that directly improve our bottom line performance. As these problems have not been addressed by
existing software vendors, what we do is truly an experiment - testing whether our proposed
solution is technically feasible and that it provides a financial benefit to the organisation. Our
challenge is undertaking this testing as quick and as cheap as possible. Testing in a live production
environment is not feasible as it would impact our manufacturing line and there are also other
impacts to performance that makes it difficult to isolate the benefits of our software. Selection Based on the challenge outlined above, the tool we have selected is the “Learning Launch” tool. This
is appropriate as my team and I have already completed the “What is”, “What if” and “What wows”
stages of the design thinking process. Additionally, the constraints around testing as described
necessitate the use of such a tool. Application We applied the “Learning Launch” tool to our proposed dynamic product optimisation software
whereby we are looking to optimise the value of different manufacturing products produced on an
assembly line based on feedback of real time information from our customers and suppliers. In
applying the tool, there were four main hypotheses we were looking to test. Firstly, can we
technically develop an algorithm to solve the problem that runs in an defined timeframe. Secondly,
can we access and ingest the required information from the production line required by the
algorithm. Thirdly, can we make a higher value decision that what are employees are currently
making. Lastly, how can we implement the new ways of working in a way that improves the
engagement level of our employees so that they want to use the new solution. These hypotheses were prioritised logically according to a sequence - show we can technically do it
(prototype), show it improves the result, then show we can get the end users to adopt it (part of
which depends on showing value) In designing the tests, we simulated the real operating environment - we obtained historical
operational data and animated the operation of our assembly line in our test environment according
to time stamped events and conditions. These were linked to cost and revenue drivers so we could
measure the impact of new decisions. We also brought in multiple assembly line operators to run
the software and obtain their feedback. Setting up the learning launch took a colleague and myself 10 days - 2 days to document the
hypotheses, assumptions and tests (as per the lecture note guidance) and 8 days to collect and
transform the data for the experiment. In parallel, a mathematician and developer were developing
the initial algorithm and prototype application (we have already got a sandbox environment and
platform set up for these types of activities). The tests took an additional 3 days after this. The outcome of the tests confirmed our hypotheses and the decision was made to continue to the
development phase. This decision was made however after an additional round of tests were
completed (another 3 days) as the algorithm result proved inconclusive initially and we had to pivot
in the approach taken.
Insights
● Prioritisation of assumptions and tests was critical - focussing on the key problems that if
you can’t solve means that there is no product. If you start on the easy assumptions first
and left the hardest ones to last, and they couldn’t be solved, then you would have wasted a
lot of time and effort.
● It is important to be very definitive on what success looks like for each test. Individuals can
be very attached to their solutions. Clear success criteria for each test removes this bias.
We had to do some work with our team to get them to be passionate about the problem,
not fixated on their solution.
● Culture is hard to change. During our pivot, it was hard to get the individual who had to
make adjustments not to feel bad, to see it as a learning experience rather than a failure. In
previous roles, his learning has not been valued, only the end result. This stifles
experimentation and results in only incremental improvements and less breakthrough
innovation. Cultural development of your innovation team is therefore crucial.
● Customer engagement throughout the process is critical. We bought the customer in part
way through the Learning Launch process. To get them on board with what we were doing,
we then had to spend a lot more time than we would have had to if they were involved from
the start.
Approach The Learning launch tool was used in the right context and will become part of our teams standard
process. There are however improvements that we will make in how it is applied. Firstly, we will
involve our customers from the beginning to get their full buy-in. Additionally, we will provide more
coaching to the team upfront around the behaviours we are trying to encourage in using such a tool.
Lastly, we will allow more time for pivots - assuming success when there are downstream teams
depending on your outcome leaves little time for multiple pivots that will definitely occur.
|
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21,246 |
ASSIGNMENT-DESIGN THINKING
Challenge - The Challenge was to find a way to transport patients from the point of incidence to the ambulance and from there transport them safely to the hospital.
Key problem - Major problem being faced was the narrow roads due to which ambulances couldn’t reach the target building. Due to lack of lifts and very narrow staircases the possibility of big stretchers going up stairs was also difficult because of which constant use of cloth like material to transport the patient was causing injuries. This whole process of transport from the point of incidence to ambulance and back to the hospital would be very time-consuming owing to which lives would sometimes be lost.
Solution – To find the solution we used visualisation, mind mapping and learning launch method.
First step to solve the problem was visualising the problem to come to a viable solution and in order for our team to be on the same page. This included drawing the complete process down in order to see what were the pain points and where we needed to focus.
We started using visualisation process and started drawing out rough sketches assuming certain parameters in order to make the whole transportation process efficient.
We then used mind mapping method and gathered a lot of data by speaking to several doctors, engineers and also read a lot of research papers on the same. After accumulation of data we started filtering out the relevant and important data required for constructing the structure.
Then, we proceeded to the learning launch method where we tried to test our ideas. We made several diagrams on CATIA and tested their structural capacity and efficiency using several software’s such as Ansys in order to confirm whether our assumptions were right and presented the solution in front of several mentors. After receiving their feedback, we changed several design aspects and made a prototype using affordable alternate material and tested the stretcher/pre-hospital transport equipment which could go over staircases and pivot in very narrow staircase corridors as well.
We conducted trials on the stretcher with several people of different weight groups and achieved successful results.
After using all the methods, we were successful in solving the problems given by the doctors.
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21,249 |
Reflection –Storytelling
Challenge and selection
I was a project manager assistant of a multinational company. A project was aimed to optimize the organization in terms of cost and value by increasing efficiency and reducing redundancy. The first phase of the project is to gathering fact and data for process analysis. One of the most challenges factor was there were a lot of people involved and we have to gain truly understanding of the objective of the project. Talking about cost reduction is a very sensitive issue, as it can mislead the related parties to shut down departments or lay off. To prevent the misunderstanding, storytelling was used to communicate our project objective.
Application
We had asked for one representative of each department to be our team member. The project manager and I went to each department to explain the project background and the objective. We decided that informal atmosphere was appropriate, setting up room to be more relax and the way we talk in the meeting was like telling the story. We used story to metaphor the project background and expected deliverables we wish to achieve. We clearly explain the benefits of the project and identify the timeframe. We spent a lot of time making sure that related parties have the same picture of the objective of project as well as their deep understanding. We knew that the key success factor of the project is coordination of all parties. We explained to both top manager level and lower level to clearly understand what we are doing. We set up one-hour weekly meeting for team member to get together to “break the ice”.
Insight and approach
Not only gaining coordination from all stakeholders, we also gain more insights of the current situation of each department. Some information we gain after “break the ice” can help project to redesign process of some department. Lessons learned was shared and used across functions. This opens up my eyes that communicating between functions does not always have to be formal / powerpoint meeting ( the traditional way of meeting that one has to standup in front of everyone and talk). Storytelling can bring people together and also useful tool to help people not only in for interpersonal but also for corporate.
|
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21,250 |
Design Thinking
Example Reflection – Mind Mapping
Divestment HR Implications
Challenge & Selection
I am working with a team on a large transaction to divest a business function of our company into a joint venture with a leading partner in the industry of this function. The challenge I faced as a workstream lead for the HR workstream is to evaluate the implication and develop a proposal to deal with these implications.
I opted to choose the mind mapping tool to tack this challenge through design thinking. The selection of mind mapping was driven by the powerful effect of mind mapping to provide a segway from what is to what if as mentioned by professor Marian Moore.
Application
We had a lot of data that relates to human resources in our current business, potential functions to be transferred to the new JV and job requirements for the new processes. Our goal was to establish criteria for what-if phase and we needed to be creative to come up with a solution for such sensitive issue.
We involved all stakeholders (sample of impacted personnel, Transaction Team, corporate HR, JV partner, Management and consultants) into several workshops and provides them with piece of paper and a pen to draw, write and generate creative output that speak to their concerns and desires and how they picture different scenarios for this transition. We presented all the data and gave them an hour for this step. Then, we presented all the ideas into a white board and gave the participants time to review their work.
Insight & Approach
Now, the tough part begins where we look for insights from all participants observations and ideas. The number of what ifs in the problem we are facing is huge and to account for all scenario, a process map for the transition was essential to develop a comprehensive criterion. The key word was understanding participants’ concerns and I believe that we have reached that by applying the mind mapping tool. We have developed our process map to be the design criteria and we now understand better the information and insights behind all that pile of data.
|
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21,251 |
The secret store – Visualización
Challenge
The intended target of this experiment is something that current stakeholders are not expert, the challenge is to develop and analyze problem and potential solutions considering the people that is generating the idea are not expert on this specific topic.
Selection
The tool that I decided to use was Visualization, or Visual Thinking, the reason behind the decision to use this tool begin whit the need of understand the problem before attempting to determine a possible solution, to help determining the problem, interviews, research and questionnaires were used to identify what the problem was. I decided to use this approach because most people I know prefer learning and paying attention to visual material, this approach will help me to get people attention and determine opportunities and potential improvement solutions.
As reference for the consideration made on Visualization and the use of mind mapping, I used book “Designing for Growth” from Jeanne Liedtka and Tim Ogilvie.
Application
I start the process by creating a mind map. To develop the mind map, I research and read all existing material to create thinking base line. If material or information was not available, I used interviews and questionnaires in social media, this help to create a data base with key variables to evaluate and determine problem statement.
To standardize the exercise with stakeholders, I decided to provide paper to write the ideas and generate a brainstorming environment in which each stakeholder explain the idea, after getting the ideas of all the group, we were seven people working with this exercise, I started to develop the mind mapping, considering each idea generated by the group, we evaluated in detail each element generated by the brainstorm and included those elements that the group considered key for the development of the mind map.
The exercise last 1 hour in which the stakeholders were able to generate ideas of potential problem solution, team answered key questions like who will your supplier be? How does the location should look like? Who will be the main costumer? After this starting exercise each stakeholder was able to summarize their answers and present them to the group, before building the mind mapping the team discuss each stakeholder answer then team started to create mind mapping.
Insight
What I have learned from conducting this exercise is that Visualization is very powerful tool to identify root cause of a problem or even to develop and present a potential problem solution, at the end of my
session with the stakeholders, we ended up with a mind mapping of problem and a wide different potential causes, this helped the team to have a more robust problem evaluation and then determine next steps related with The secret store project.
Approach
There were a couple lessons learned with this exercise, what I would do different next time is to prepare the scenario before the session, when I said prepare the scenario I mean peripherals like board, pen, pencil, colors, post it etc. All these elements are key to have a successful exercise, you can save time if you have all material you require before the beginning of the exercise, additional to this as a lesson learn I would limit the time the stakeholders or the team have to discuss other members ideas, people could get distracted if a discussion gets longer.
Example of mind mapping developed for stakeholders and full team.
|
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21,255 |
Learning Launch
Challenge I am a member of my organization’s inbound sales department, and our teams challenge is to lower the number of unqualified leads sent to sales reps, thus leading to increased sales. The project scope includes the inbound sales department composed of twenty employees, as well as the marketing department and IT department, that we work with daily. The project is limited to internal resources (i.e., budget and employee time). The project should not exceed 45 business days and the solution should try to include a equal amount of working hours among the team. The focus will be on striving to discover what our team members, as well as key stakeholders within the marketing department and IT department, consider to be factors leading to leads not being properly qualified. Selection The team has tried several design thinking activities/tools, and have decided to use the learning launch tool for this project. Generally speaking, the learning launch is an experiment meant to quickly test an idea and prototype. Application We started first while focusing on the structure/execution of our inbound sales pipeline tasks/processes. Specially we wanted to see if we could adapt Scrum project management to our entire inbound sales lead handling process, as to become more agile. This tested our assumptions that the lack of proper buyer personas and lack of internal CRM automation were the main causes of sending unqualified leads to sales reps. The team was already versed in Scrum, so we then spent ½ day a week for the 2 weeks, to structure every task and processes in a more agile way. The second step for our learning launch, was done on two more ½ days, one per week and was to test our assumptions that if we had more defined buyer personas and CRM automation to better match those personas was the main cause of why unqualified leads were being sent to our sales reps. Marketing and IT departments were involved in those sessions. Then we had key stakeholders from inbound sales, marketing department and IT department to complete a survey based on our proposed process within a week of the last workshop. Insight In applying the learning launch tool, the team was able to identify our assumptions and designed launches to test these assumptions. After developing clearer buying personas with marketing, IT was able to better develop an semi-automated mapping tool for our inbound reps to better qualify the inbound lead before sending it to our sales reps. The results we very close to what we excepted. Approach Due to the fact that our team had already gone through a couple design thinking activities, the learning launch was the appropriate tool. We will then need to review the insight gained from our sessions in order to make sure they are a part of any future launch designs. Future launch designs are best to make sure that all insight gained, learned activities are working towards the most viable solution for implementation.
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21,257 |
Addressing market complaints through learning launch for Autoinjector device.
Introduction
I am a pharmaceutical supply chain management professional focused on external manufacturing supplies and operational excellence related to the same. I was assigned a task to reduce the market complaints for an injectable device for US market. This device has plastic based components with a prefilled syringe made of high quality glass and autoinjector system that will be used to deliver the dose to patients suffering from migraine. As the product design suggest it is intended for use directly by the patients, i.e whenever the migraine attack happens the patient can use the device immediately without any assistance from medical professional. Giving the patients convenience to use the product and portability to carry made the product successful and of high value. However as the product sales increased the market complaints also increased and majority of the complaints when classified categorically as device malfunctioning.
The Challenge:
This Autoinjector device product was unique and novel in design hence the device assembly machine was also custom made to order to fit the requirement. Since this product was already in the market for several years now and given the highly regulated environment of US market it was imminent to address the issue.
Thorough evaluation of the nature of market complaints revealed several possibilities of the device not working. Hence rather unconventional it was decided to quickly address these issues through learning launch process.
Learning launch 1:
As the device was new and unique and very different in design than the innovator product it was essential to educate the customers the right way to use it. Several educational sessions and webinars were conducted with prominent pharmacist and medical practitioner as well as field force on how to use the device properly. Step wise diagrams on proper usage of device were also introduced in the patient information leaflets which helped a lot at first. We observed reduction in the complaints but that was not significant and with the addition of new user, the trend line were maintained.
Learning launch 2:
Although it was important to educate the front end on correct usage and ensuring new user were also able to use the device correctly, it didn’t yield significant result, learning launch 2 phase was designed to check and control the release of faulty device. There were systematic procedure for product release and until the device passed those test will not get released to market. Although these test were significant to batch release and the sample size just enough to justify the same, It didn’t offer anything on the prediction of failure. After several brainstorming session with the team it was decided to put a camera system that will check and reject the device at the source itself. This was working although not in its best way but significant enough to get accepted. At the same time our product yield was also compromised as the camera system and was attributed to the camera system rejecting the good devices too.
Learning launch 3:
Across learning launch 1 and 2 our entire focus was on either educating the customer and ways to reject the faulty device, both these learning launches proved to be important and paved the way for the third phase of the process. For learning launch 3 we directed our focus on understanding what made the device to malfunction in the first place. This helped us to look at the design of Assembly machine itself since changing the design of autoinjector device product was a long process given to regulatory environment. Once again the team assembled for brainstorming but this time I brought in the Assembly machine manufacturer to capture their insight.
Further detailed investigation into the design function of device and its compatibility with the assembly machine revealed some surprizing but significant fact. We discovered more or less the issue to be with the breakages of more than one components of Autoinjector device components internally which was not visible to the camera system that led to device malfunction. These breakages were accounted to the incompatibility of the plastic and Glass components of the Autoinjector device and the robotic pneumatic arm of the assembly machine. This robotic arm was hydraulic powered with no control on the force it exerted on the device component while it fixes the Glass syringe in the bottom assembly of the device. This was eureka moment for us as we were significantly close to remedy the issue. Immediately we worked on changing the Pneumatic robotic arm of the assembly machine from hydraulic to servo powered. This servo powered arm will provide the exact amount of force that is required to fix the glass syringe in the bottom assembly of the device without breaking any of the components. With the help of experts we exacted on the force that need for the device to be assembled without damaging. We implemented this and are expecting significantly reduction in market complaint in upcoming 3 to 4 months’ time.
Conclusion:
We did address the actual root cause and expecting to see some major improvement as far as market complaints are concerned. We are also expecting yield improvement by improving the design. Across the three learning launches there were several realization about the device manufacturing process and the challenges it can pose to the end user as well as the manufacturer. We learned one significant aspect about device manufacturing that less the number of components the lesser will be the chance of error or malfunction.
This use of learning launch to quickly test the theory and implement the solution and then iterating the process till we achieve the best possible solution has proven significantly on how issues can be addressed, a rather unconventional way to put this tool to use but it immensely helped in arriving to the best possible solution.
|
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21,258 |
Storytelling
Challenge & Selection
I am a process development engineer. I have many years of experience in developing new semiconductor processes. One of the great things about this job is the fact that you have to invent the answer, you cannot look it up in a book or read a journal article. What you need to have is an understanding of materials, chemistry, physics and data analysis. Along with those skills, you need to have a belief that it is OK to fail occasionally, because that too is a learning experience.
Part of my responsibilities these days is to lead others and mentor younger engineers and scientists so they can help develop new processes for future devices.
I use storytelling to convey the idea that the answer to a problem can come from the most unlikely sources and all you need to do is have an open mind and listen.
Application
The biggest challenge in a process/product development environment is to actually get people to begin a project. After a project is defined people like to have the tasks all laid out and so they can go from point A to point B to ….point Z. Many times, the path is not clear and it is uncertain how to get there even with thoughtfully designed experiments planned, so it leads to execution paralysis and an inability to start a project. I use a story about a project early in my career about developing a process for a new memory chip to illustrate the point that you don’t need to have all the answers to the problems because you will learn along the way.
We were working on a new lithography process that worked with a new chemical reaction sequence, with a new process step that had never been done before. It also required the coupling of two pieces of equipment together that had never been done before. As we were working on this we started to get good results, but they were highly variable. We systematically tracked down each component in the equipment that we thought was contributing to the variability and replaced it or tightened the specification. In the end we inserted a time delay to get the process running and product produced. The time delay was a stop gap measure that worked.
We were talking over lunch about our process problem and our stop-gap fix, when someone else overheard our conversation and suggested that the source of variability was chemical contamination from the normal room air. A fix was proposed, an experiment was designed to filter the contamination out of the air and we then ran the experiment. The experiment was a success as the filtered air allowed us to get reproduceable results, remove our time delay and eventually identify and remove the contaminant from the air.
Insight
The act of sharing this story over a lunch table and the fact that someone from a completely different area was able to listen and suggest a possible cause and a solution proved the power of storytelling .
Had this not taken place it probably would have taken a few more years to identify and solve the source of the process variations.
I use this story to coach and inspire a younger generation to move forward and implement new processes even if they are not optimized in order to learn more along the way and to share their data, problems and difficulties in the hopes of getting insight from someone else.
I have used this technique many times and I am convinced that it is one of the contributing factors to my professional success.
|
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21,261 |
Week 5 Mind Mapping
Challenge
While doing this course of “Designing Thinking for Innovation” the topic that stood
out to me was Mind Mapping. Mind Mapping is a new concept for me. I think
that’s one of the reasons that it stood out to me. I currently work for dialysis clinic
as a social worker. I’ve have been doing dialysis social worker for about 3 years
now. I’ve worked for two different companies during that period. In dialysis the
business I’ve noticed that it is hard to get people to think outside of the box. And
things tend not to be very efficient when it comes to completing task. Concepts
such as Mind Mapping are the type of ideas concepts that my work needs in
place to help grow to its full potential. We talk about growth all the time but
there’s no real innovation to achieve any of our goals.
Selections
As stated before I don’t think my company thinks too much outside of box. I think
is safe to say that have no vision. I believe that mind mapping will help develop
some type of vision for us. Mind Mapping will us a clear visual of what our plan is
to help grow and best possible company. Showing the team a clear visual of the
hierarchical and relationships among pieces of the whole should only benefit the
team. Hopefully this can get individuals out their “that’s not my job” type of
mindset. My main goal is to help other’s see the bigger picture.
Application
Research states that using mind mapping increased their productivity by 25%. If
that’s not convincing enough, a different study showed that it also increases the
pace of work to 44%. Known for improving collaboration among professionals,
mind mapping platforms can be used as an alternative to traditional presentation
building tools such as PowerPoint. Which is something that we use often within
my company. PowerPoint to me is such uninspiring thing to me. So wanted to
get my company to start using different mind mapping apps and soft where.
These tools can help us create engaging and informative mind maps that you
can easily share with employees and colleagues alike.
In practice I wanted to improve our intake and enrollment process. This one of
the biggest issues we have. There have many breakdowns in this process past. It
definitely something I want to correct because correcting this now will make our
lives easier moving forward. So I basically took things into my own hands and
created Mind Map for the intake process. I spent about 3 days looking at the
currently process and analyzing the flaws. I then download a mind map program
and outlined the old and new process. I used both processes to compare and
contrast the old breakdowns and new improvements.
Insight/Approach
I was quit surprised of the how the team reposed to the suggestion that pitched. I
think what help the process is having that visual to where they could see
everything I was talking about. I wonder if I different approach how would have
things been. Because I’ve seen thing first hand that most people do like change. I
think having people see that process step by step was major factor has to why it
worked so well. I think the intonation that was used was the key.
|
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21,263 |
1. Challenge:
I am in a role which needs me to drive the business technology partnership not only strategically but tactically as well, where I shall be able to bring the value proposition to the business apart from the problem resolution to ensure their client delivery is seamless and continually getting better to help them make a clear choice for their clients. The key challenge was to implement a customer centric approach and pre-emptively anticipate the customer needs along with the challenges which could help them not only in delivering their work seamlessly and in an efficient way however enabling them to be a clear choice for their clients with the adequate technology enablement.
2. Selection:
Learning Launch tool is the one which I found very close to what I needed to step in to the customer shoes, thereby collecting “what is” data by asking the right questions to the right people before putting together “what if” data thereby creating a pattern to it.
3. Application:
I initiated the sampling exercise for a group of customers which needed me to engage with them thereby asking questions on their specific needs, IT challenges, essentially what could be done to enhance the user experience and came out with key requirements and challenges which were vital for them to ensure seamless client delivery. Secondly I presented the business folks with some of the ideas which were key IT initiatives both short term & long term which we were planning to implement to suffice their key needs and mitigate some of the challenges which they spoke of. Here I used bit of mind mapping to help create a pattern between the IT initiatives and key business (customer) needs/ challenges, we may also call it as hypothesis as mentioned by Jose in his video. This exercise helped me define the key business focus areas, right prioritization, define some realistic timelines and insight in to possible outcome with minimal assumptions. Overall it needed a lot of collaboration with the end consumer (customer) to understand and identify the key things vital for the client delivery.
4. Insight:
I gained insight in to the possible outcome based on the interactions/interviews which I did with my sample group, created a pattern of the key customer needs and challenges, mapped them with the key IT initiatives (Ideas) to move forward in a direction which was based on the
data analysis rather than some fair assumptions which may or may not fit the customer criteria.
5. Approach:
I would like to practice Story telling apart from the learning Launch or mind mapping next time. I believe story telling can be leveraged as an effective tool to showcase your ideas (IT initiatives in my case) and effectively map them with the customer/business needs and challenges which shall be able to address the problem statement effectively.
|
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21,264 |
Reflection- Mind-Mapping
Challenge and selection
Mind mapping is a very innovative tool. As I teach students of engineering background, this tool always helps me to motivate students to develop creative solution of any problem. The basic challenge with the engineering students was the approach, they always think in a traditional approach in which they are habitual to use their left side of the brain. For designing of any engineering solution, usually, students were dependent on the past data/ past engineering solutions/ literature that give them traditional thinking solutions. I use mind mapping techniques frequently with the students and colleagues for research purposes. I have used sticky notes technique with the students by giving them a problem and asked for identifying the pattern and theme lying inside the diversified data. This technique is very helpful to communicate diversified views on a particular problem by the individuals.
Application
I would like to share a mind-mapping technique used by the engineering students of our university. I have given a problem “how to make online education more interesting and engaging” to the students to develop creative solutions. Students were divided into different groups of five members each. Each student has given time (30 minutes) to explore the information or data from the partner/students of other groups (survey) or from the internet. Then, the students have to write their views on sticky notes and place them on the whiteboard. Every student had written their views and placed them on the board. After the inspection by me, I told to identify the pattern or theme from the various sticky notes and the theme/ pattern should be written on the top as the title from other colored sticky notes and put all the relevant sticky notes below that title so that we can identify the various patterns from the different views given by the students. Students were very excited and we recorded the highest participation in the session due to the adoption of a new methodology. Students were given different views from which the pattern was identified to brainstorm.
Insight and approach
The learning I got from conducting this activity is that the students have ideas and creative minds to develop any creative solution but we need to motivate them for a systematic approach to develop creative solutions like mind mapping. As we have used sticky notes to share the various maybe even wild views related to problems which given them some pattern to think for a possible creative solution, this kind of mind mapping technique should be used to develop an out of the box solutions.
Apart from sticky notes which I have used randomly, I came to know the different techniques of mind mapping from this course, now I will be more confident to use the various mind mapping techniques to communicate the views of individuals and make students use most of these techniques.
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21,265 |
Reflection - Mind Mapping
Challenge
I am the leader of the IT department in the company about 3 years agok, when I joined to my company there were quite a few problems in user support and our challenge was to improve the service to users within the organization to increase their satisfaction, all this with the human and non-human resources that were destined for the help desk. The scope of this project includes the entire organization, this includes people of different ages, education and abilities to solve their problmes with their computer and systems. The project's goals were to obtain a customer service satisfaction of more than 95% in one year, which was being measured with an OKR of service satisfaction, At the beginning of the project, satisfaction was less than 50%. To improve the attention we will focus on trying to discover what the members of our organization consider as good attention, so all the stake holders were invited to meetings and we listen all their complaints and observations, our objective was to find the root of the problem, in order to be able to tie it up and offer a better service.
Selection
As an IT team we have not used Design Thinking, but after reviewing many options we opted for Mind Mapping tool, because it allows us to listen to all areas and find the "What is" and alos is a very visual way of finding the problem.
Application
To apply the tool and find the problem, we decided to divide its application into two parts, the first part would be to gather a representative from each area of the main activities and thus determine which are the most common problems, when they consider that a problem is solved and allows us to identify which are the priorities that should be assigned to the main activities.
In a second phase we meet with the representatives of the support activities, in order to develop strategies that align with the objectives of the company, also to obtain information on what should be the priorities of attention by the help desk team. In all these meetings, Mind Mappings were collected, in addition, surveys were conducted to evaluate the level of user satisfaction. The goal of the constant meetings was to do several iterations until reaching the OKR goal of 95% satisfaction.
Insight
After applying the Mind Mapping tool, the team found the main causes of user dissatisfaction, the main reason being inadequate communication where users did not feel enough empathy from the Help Desk area, and also was identified, that users did not know how to clearly express their problems, generating frustrations in the Help Desk area.
Approach
One of the most important services in the IT area was benefited by a Design Thinking tool, our purely technical team had doubts about the application of an unconventional tool in their work area, with this experience we are prepared to apply other tools by Design Thinking.
|
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21,266 |
Challenge: Apt government services. This challenge is to diagnose apt services to people from the government. How to make sure a person is eligible for the program, how well will he receive and there by how good can he be for the government in next elections
Selection: I would use mind mapping tool that would help in identifying patterns in a large quantity
Application: It helps in segregating the problem into smaller blocks:
What is the issue?
What if?
What wows the voter?
Whether this will work or not? – By which means is this good enough for people to vote back
Insight & Approach:
It helps in breaking down the problem into smaller steps. Understand root cause and post effect of the problem.
The easy visual representation of mind map helps in understanding the problem and explanation and solving it effectively
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21,267 |
Mind Mapping For Design Process
Challenge I am the headmaster of a high school and it is observed that the online system led to a
decrease in the general educational efficiency; including the students’ exam grades, class
participation, consistency of homework completion and etc. Our challenge is to enhance the
quality of education by exploring the aspects of how online school impacts the learning
experience, identifying the associated reasons behind the regression, and seeking possible
solutions to the issues in order to keep our education system back in rhythm. The solution is
roughly predicted to include a novel lesson schedule with altered lessons and hours that will
allow for any kind of additional support for the students, which will expectedly be prepared in
about 30 days. The project covers teachers(including counselors), students, the IT
department, and the school administration which are all considered to be some of the most
active stakeholders in this case. The focus will be upon figuring out how to remedy any kind
of technical, psychological, physical, or academic deficiency that the stakeholders face by
innovating our school’s current online education system. Selection Mind mapping is a tool that’s used to look for patterns and insights in a large quantity of data
while looking at the current reality. The main goal is to establish criteria for the “what if”
phase of design thinking by creating a mind map that will include various themes and
different ideas. The mind mapping process is used to capture and represent the minds of our
customers by allowing for their own perspectives. We believe that the mind mapping tool will be an extremely efficient way to refer to various
problems of the situation at the same time since each of the stakeholders deal with different
aspects of online education every day. Putting the observations and data together and
considering different ideas upon them will make it much easier to make progress. Application Before applying the mind map, it was expected from the responsible group to comprehend
the findings well. The findings included the responses of surveys about the online system
sent to students, the counselors’ general notes about students’ psychological
conditions(after interviewing them during sessions), the teachers’ certain observations during
lessons, the feedback given to the IT department about the current digital lesson platform,
the school administration’s report of what is the hardest to cope with, and last but not least
the overall experience of each of the stakeholders. All of these inferences and findings take
place in the mind map as the general data. Our mind map group covers 30 teachers with the
counselors in order to gather the information that represents the minds of students, along
with the IT department that is capable of using the data to prevent technical and
technological struggles of the system and the school administration that will utilize the
findings to shape the system in the best way. Even though different stakeholders took place
in the mind mapping process, the main and common goal was to capture the students’
minds and determine what type of improvement(s) will be the best for them. After analyzing the findings, turning analysis into “insight” led to different themes and
headings being about the main issues of the online education system being formed under
which each of the responsible group members were to mention different points, inferences,
ideas or any similar kind of brainstorming to take us closer to a student’s mindset in order to
figure out the main reasons and preparing the design criteria. Each idea about each of the
topics were considered crucial. Insight Applying the mind mapping tool brought us much closer to the point of view of a student.
First of all, we managed to classify the struggles under three titles: Psychological,
technological and physical. We deduced that even though we already considered the
psychological situations of the students, there might actually be much more going on in their
lives and their inner selves. Thus, our design criteria must consider solutions that will
maintain much more psychological support as a part of the regular class schedules. We also
came to the conclusion that the features of the platform used for online lessons and
assignments play a huge role in the academical efficiency. The fact that we are dependant
on the digital system right now makes it much more crucial to prevent the issues that are
caused by the platform’s technical deficincies. Last but not least, the physical conditions
such as access to internet and the technological devices result in some students dropping
behind the others. We concluded that the solutions we will seek for must be focused on
considering all of these aspects at the same time. Along with all that we’ve concluded, the most interesting and critical result we deduced was
that the psychological, technological and physical conditions affect the other stakeholders
(especially teachers) as much as they affect the students. They undergo similar struggles
that we must consider while looking for solutions. This deduction of ours gave the project a
different direction. Mind mapping personally showed me how many different views upon something might be
present that we cannot even think of, and how much they impact the general approach to
challenges. Some of the ideas that mind mapping tool presented us (including the outliers)
made me realize that gathering of single details might direct the process to a much different
way. Approach We believe that mind mapping was a highly suitable tool for this section of the design
process. My approach to the tool got shaped in a way that I perceive it as more than a tool to
simply brainstorm. It might actually require attentive analyzing skills. However, visualization might have also been used in a scenario where the section of the
design process was closer to the solution. For instance, if generating a new platform was
one of the determined solutions, the tool visualization would be extremely useful to present
the features of the new platform and the lesson schedule. The platform’s appearance and
features would be annotated to present a detailed demonstration. The annotation would also
be able to embody how the system formed with the new platform and the altered lesson
schedule would refer to the issues identified in the previous sections of the process.
|
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21,268 |
Challenge and Selection
I'm right now chipping away at a major organization which since and during the pandemic (COVID-19) we were battling with issues identified with whittling down of individuals which in the last time has expanded nearly to a 34% and starts influencing the every day tasks, expectations and surprisingly our consumer loyalty.
I begin conversing with a portion of the group leads of various ventures and regions; to understand that every one of them as a fractional vision of the main driver of the issue and surprisingly that likely was not just one reason. I chose then to attempt with Visual Thinking to attempt to reveal a portion of the more normal reasons for the present circumstance yet in addition to concoct potential activities and why not answers for this issue. I know there could be no silver shot for this issue except for I'm looking to at minimum decrease to typical numbers.
Application
I distinguished the significant individuals to be essential for the exercises, which included different foundations, regions and activities we start an open conversation to see every reality, each will have around 10 minutes to clarify their circumstance and concerns. We utilized a virtual "whiteboard", cause meeting was held over Zoom, and recognized the more normal causes.
Later that we bunch them into "regions" and I isolated the members in bunches per region, to have the option to characterize exercises towards these spaces.
Around 30 minutes after the fact each gathering presents their thoughts and moves to make towards a particular "trouble spot" (like compensation, preparing, adaptability, among others)
Knowledge and Approach
During the activity we understood that exercises or moves to make identified with one region can be applies additionally cross-regions. We had the option to solidify the data and characterize exercises in the short and mid-term to begin chipping away at collectively. I additionally saw that the group was exceptionally inspired around this action and aided them likewise to felt they are no alone around these issues and had the option to work with others to further develop things. The antiquity which contains the underlying investigation and activities developed and was parted per "space regions". We included additionally data around individuals impacted; like a very long time on the organization, sexual orientation, area, and so forth; to expand the investigation on the off chance that there are issues related not exclusively to the position or kind of work.
Since that second I'm happy to specify the group kept doing this sort of meeting and developed the visual devices, mechanics and fuse some different practices to work on different regions across the organization seeming to be more proactive to issues.
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21,269 |
Reflection – Story telling
Challenge
I work in a creative agency, where it is important for individual employees to feel empowered and inspired. But being a large firm, the organisation’s culture was bureaucratic, process-driven and hierarchical. This resulted in employees not feeling motivated to take ownership of projects – they would just follow orders from their superiors. To change this work culture, the organisation set up a committee that would help identify what changes the organisation needs.
I was part of this committee, and in our research, we realised that there were certain rules and regulations that made employees feel like the organisation doesn’t empower them. One such rule was that employees had to swipe their cards before 10 am every morning. If they didn’t, their leaves or their pay might get cut, unless their immediate superior intervened. This ‘Swipe before 10’ rule made many employees indignant because they often stayed late into the night working without compensation. But it was not easy for the top management to change the rule, because they didn’t see a problem with it. For them, it was a matter of discipline, albeit enforced.
Selection
I employed storytelling as a tool to effectively convince the top management that the rule was contributing to a bad work culture. Storytelling helps convey a message that has logic, in a way that helps people have an emotional connection with the subjects of the story. I used this tool because I didn’t want to give the management a list of things to do that they may not believe in; I wanted to help them form connections and empathise with employees.
Application
I wanted to communicate that while the rule in itself could be argued to be fair, it is the way it makes people feel that’s problematic. People needed to be trusted for doing their job – the more you trust them, the more they will stand up to your trust. And the more calculative you become about their worth, the more calculative they will become about how much they contribute.
So I told them the story of an HR policy in another organisation. This organisation allowed employees to take 20 days off in a year. And all employees would make sure that they take 20 days off, sometimes more in the case of emergencies. But then the organisation changed the rule to say that every employee can take as many leaves and he/ she sees fit. Surprisingly, this resulted in a decrease in the average number of leaves employees took in a year. This shows that people contribute more to an organisation that respects their choices and trusts them to make decisions good for them and the organisation.
Insight
Hours of reasoning with the top management didn’t help as much as telling them this simple story did. Storytelling got them to pull back from the task at hand, and look at the issue more objectively and empathetically by considering other similar situations. I have come to realise that the most important advantage of design thinking is that it helps people come on the same page faster and more effectively, so that good decisions get made quicker.
Approach
Instead of storytelling, I could have used data to convince the top management. I could have conducted a poll to say that x% of people believe that the ‘Swipe before 10’ rule demotivates them.
But this would not have had the same impact. The management would have argued using other data that showed how people are always on time because of the rule, and how this makes us deliver work quicker. I could have argued about how employees feel and how that impacts their work using qualitative data as well, but that would not have cut ice as effectively as storytelling did. Because of that one conversation, the organisation became more open to knowing about other ideas that we had as well.
|
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21,271 |
Mind Mapping Challenge & Selection
The tool I use the most in my life is the mind map. It is a tool that allows one to fully understand the logic of one's thinking, for example reading a book with an insert in the middle of each book, the colored mind maps are actually a small summary of each chapter and the quickest way to recall the content is with these mind maps. If I need to read several books very quickly and then have to extract some key points, mind maps are my most common tool, as they make it easier for me to record my logic more quickly and then capture the essence to complete a quick read. Application Mind mapping is a powerful diagramming tool that unlocks the brain's potential. It uses all the intelligence of the cerebral cortex simultaneously, including vocabulary, pictures, numbers, logic, rhyme, color and spatial perception. It uses graphic techniques to represent the relationship between levels of subject matter in a hierarchical diagram of mutual affiliation and correlation, linking thematic keywords to images, colors, etc. to create a memory link. I usually use mind maps in my studies. In the first step, I use a picture that clearly represents the topic to establish the center of the mind map; in the second step, from the center, I create sub-nodes related to the center; in the third step, each sub-node then creates its own sub-node; in the fourth step, I use different colors, lines and pictures to represent the nodes; in the fifth step, I leave some space, so that I can add new content at any time and try to to put all the content in one diagram. When I am learning a language, I use mind maps to first classify words lexically, and then to classify meaning themes, where synonyms or antonyms are connected again to form a new logic. Insight & Approach
Mind mapping reflects the creative thinking process and therefore enhances creative thinking skills at the same time. Comprehension and memory skills are greatly enhanced through mind mapping, which is a great help for both logical and creative thinking. It stimulates all levels of brain activity, making the brain more alert and more skillful in memorizing. By using the Mind Map in teaching activities, instead of passively trying to memories every word the teacher says and reading long strings of sentences, students actively process, analyses and organize key words and engage in an active dialogue with the teacher, maintaining a high level of recall during both the learning and listening phases. So next time I will use the mind maps as a starting point for a series of design thinking activities. Then, combining their logical sequence and the way they think can be used as a different point of discussion for inspiration for everyone's work and help each other, which will greatly improve the efficiency of the work.
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21,272 |
As for the task and the choice, I can say that I took such a tool as visualization or visual thinking, which perfectly helps to include the work of our right hemisphere. It means that it will help to set up a deeper connection with the customers in the feld in which I work.
By incorporating this tool into my feld, I realized how important it is for establishing communication processes and understanding more about what customers want from me. Through this way of interacting with each other, more solutions, interest, understanding and agreements open up. This is actually a great opportunity to promote yourself as a real specialist in the labor market, easily outmaneuver your competitors and subsequently make a lot of money and be in demand.
So how do I manage this way of delivering valuable information to clients? Before each personal meeting with them (a very important point), I always take a notebook and a pen with me. Over a conversation in a suitable environment (café, restaurant, co-working room) we start discussing work processes and tasks step by step (terms of reference), we discuss ideas and concepts, meanwhile I make sketches of the client's wishes, in turn he either corrects me or says he likes everything and wants to continue working with me, so I apply a visualization tool by which we both come to a common conclusion and agreement. Then I do my design work. Also, during the workfow, I send the client diferent versions of the sketches, then draw the fnal version.
It's incredibly ftting to detail the development of the fnished product. Such sketches really help to better understand the wishes and requirements of the interlocutor, as well as to convince the client that our collaboration will be successful.
Since I am completely convinced that the visualization of processes and ideas is the most valuable tool of interaction with the client in design matters, I will always use this method of feedback in my next work projects.
VISUALIZATION
|
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21,280 |
Challenge and description
I was working with hair oil brand in my region and we were expected to design an advertisement that would attract the younger audience. The team found it difficult to appeal the younger generation for hair oil as the women had to started to feel more inclined towards shorter hair and found oiled hair old school. This perception has to be effaced for us to position the brand. The struggle was on how to address this population and position the product in a way it appeals the modern ideas of identity. The growing dislike and disinterest towards long oiled hair was a stigma that was socially constructed and could pose huge threat to the sustainability of the product.
Selection and Application
We started doing a small market research wherein we struck conversations with women who were working, confident and aspirational and most important had long hair. It was to capture their story and understand the narrative. Each of them narrated their experience and brought out different moments in their journey of nurturing long hair. It all had lot to articulate to a generation struggling to fit into the modern world through a narrowly defined identity. These women spoke of blending their traditions and modern values of empowerment without compromising on their ‘old school’ liking for oiled long hair. We used these stories the develop a new idea and made them narrate their experiences of how they found their place in the world.
Insight and approach
Story telling helped in building the brand image and equity. The appeal and connect to the customer base got augmented through the same. As mentioned in the second module, the story telling becomes an instrumental tool to make an emotional appeal and provide a macro level purpose. The product and the brand were enhanced to address a bigger purpose. Thus, we designed the advertisement in a way that the stories the women narrated were captured completely to ensure that the target audience related. We made them a part of the advertisement and made the testimonials a strong promotional tool. Their initial struggle of being a part of a very small group of working women with long hair was highlighted. And then we drew attention on how they chose not to give up their love for long hair and decided to nurture and care for their hair. These women were shown in the current status and the successful careers they had earned was further emphasised on.
|
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21,281 |
VISUALIZING THE PROBLEM/CHALLENGE:
Many people when visited to supermarkets have a budget in their mind for the shopping. They calculate amount of every item purchased in their phone calculator or approximate it in their mind. It becomes hard to calculate a lot of purchased.
Visualization is about using images. It’s not about drawing; it's about visual thinking. It pushes us beyond using words or language alone. It is a way of unlocking a different part of our brains that allows us to think nonverbally and that managers might not normally use.
APPLICATION:
The calculator attached to the shopping trolley helps people to calculate the cost of all the items they purchased and removed later without items using a hand calculator.
INSIGHTS GAINED ABOUT VISUALIZATION:
Visualisation is equal parts listening, thinking and drawing. Listening is the input , thinking is the processing and drawing is the output. These three skills work together equally in understanding complexity, visualising outcomes to create new possibilities.
I WOULD LIKE TO USE MIND-MAPPING TO SLOVE MY CHALLENGES NEXT TIME.
Mind Mapping is a powerful note-taking method. Mind Maps not only highlight important facts, but also show the overall structure of a subject and the relative importance of individual parts of it. They are great when you need to think creatively, and can help you to make new connections between ideas.
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] |
21,283 |
Collaborative learning: Go-For-IT program
Learning Launch
Challenge
I lead technical solution engineering team of experienced telecom engineers. My team is distributed globally. Role of my team is to act as a technology consultants and steer technical discussions to close sales.
Telecom domain is changing rapidly, my challenge was to ensure team is up to the speed with the latest technologies and keep their knowledge updated. This would help my team to provide right consultative advice to sales team to successfully close the sales.
Another challenge was to deal with time zones and to deal with it effectively. I wanted to have my team participate in its full attention and energy span while acquiring training sessions. Being globally distributed it was economically not viable to arrange in person trainings for teams.
We tried so may various smart options like sharing documents, videos and training materials on cloud/ftp server etc. but could not achieve desired results. Challenge shared by team they they couldn’t get enough time to spend on the training material in busy schedule.
Application:
For our launch to the program we decided to come up with the ideas which will address challenges and encourage the team members to learn new things. We scheduled a 1-day workshop to brainstorm and discuss some of the ideas to over come this challenge. During workshop We identified traditional learning models and started thinking beyond those. Some ideas came on table are, designing application to learn on the go this app would include the specific training which we want to deliver another idea came up was creating a cheat sheet with all important aspects of new technology area. After assessing those ideas, those were still not fit to address our challenges.
We had to schedule second workshop to discuss more and this time we targeted to think out of the box by using silly ideas and we learn that any idea is not silly even if it looks like.
Finally, team came up with an idea to have open book questions every week on topic we want them to learn. This how we designed 3 stage approach for self learning:
1. Identify: New technologies to know will be identified by team members and every Friday we will
release set of questions on topic to the team every Friday,
2. Acquire: Team members should work on getting answers for those questions within specific
timeframe by leveraging all resources they could have (e.g. Google, Books, Training sessions, speak to expert etc..) and submit their answers to program moderator
3. Present your knowledge to team: For conclusion - We asked team members to present their
understanding on topic for 15 minutes to entire team
Now its time to test the idea.
Insight:
We planned to run test program on our idea to see its viability. We also decided to run it within specific timeframe. Since this was self study knowledge acquisition process for my team, I also wanted to ensure that team members are getting the right knowledge and concepts. We learned very interesting confirming facts which was adding a great value to my team.
Confirming Facts: What worked well in this approach was
1. Exploration for information: This triggered team members to search various sources and refer
details to find appropriate answers. Unknowingly everyone was getting to know something new during this process
2. Flexibility – There was 1-week time frame to the set of 10 questions which enabled team
members not to use their personal time and find enough time to find answers
3. Increased collaboration: We intentionally did not plan to have restrictions on team members. It
is completely open book questions assessment. This encouraged them to talk to each other about the topic and questions. Which was also indirectly increasing collaboration between them.
4. New Perspectives: Team members went beyond the information they refereed through various
sources but also started thinking about how new learning can be applied in practice
5. Increased knowledge about the subject: We engaged subject matter expert from organization
to attend the presentations of the team. He assessed and confirmed that the candidates are aware about the subject.
6. Increased confidence to talk on subject: Since there was a fearless 15 minutes presentation slot
provided to each, team members started feeling confident to talk about those subjects. It also acted as dry run for us to identify improvement areas of the team members.
7. Latest knowledge up to the Speed: Process of knowledge acquisition was through all available
sources, so knowledge acquired was latest and close the current developments
Disconfirming facts: They were there but completely overruled by confirming facts
1. Information accuracy: Since team was free to explore various information sources to gather
their answers, big question was “is the source of information accurate” …
In our approach we mitigated this concern through the expert assessment during presentation. There is good mechanism available in our approach to mitigate this concern. Hence this disconfirmation fact could not sustain ground.
2. Timelines: Time provided to the team to gather information. We found that 1 week is sizeable
time to gather information regarding 10 questions on new topic. Given the ample availability
3. Efficiency of Team: Many fixed mindset stakeholders brought up this concern as disconfirming
fact that team members spending time in gathering information is going to bring down their current efficiency. However, during test pilot, we did not observe any of such impact.
Approach:
Through design thinking and leveraging structured approach towards solving problem democratically and by engaging everybody in process we collectively design and developed this new learning model for my team. This approach was addressing most of the critical challenges and was also empowering team members to self learn the subjects.
There was no any restrictions to anybody other than timelines and presentations sessions which enabled team members to elevate their knowledgebase and mainly whole team bought this concept whole heartedly.
Now we are in a cycle of enhancing this model further and defining future roadmap. I current modelling we engaged only within our team and built this framework. We are planning to go next level where we will be engaging various teams who can contribute towards this. These teams are product management, Tech. Strategy, learning & development etc. Adding more cross functional teams will add onto more wider perspectives to the program which will take it to next level.
|
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21,287 |
VISUALIZATION
Challenge and selection Visualization or visual thinking is the great tool in the Design thinking process. Visualization is about using images. It's not about drawing; it's about visual thinking. It pushes us beyond using words or language alone.If instead you present your idea to us by drawing a picture of it, you reduce the possibility of unmatched mental models .Visualization One design tool enhances the early part in a group setting,it helps to spark idea generation. Seeing what other people are drawing, adding elements to their drawing or simply discussing the sketches helps to build on top of each other’s ideas. I choose visualization for this assignment , in addition i feel it is a powerful tool that allows to be more easily able to gather information or data in a useful way and in position to find potentially useful data and solutions ,get insights ,see patterns and improve creativity colors or structure equivalent to the brain functions.To design a product we have built a good understanding of the product that we are going to design. Application
In order to design the solution, first we have to build a good understanding of the problem that we are trying to solve. Interviews, observations, desk research and other research techniques that are applied during this phase generate huge amounts of data – data that has to be grouped and analyzed. Creating a research wall is a great way to display insights, photos, and artifacts all the relevant research outputs in one place. This approach helps us build connections between different findings and understand the bigger picture. The visual aspect of the wall triggers idea generation and enables project members to better understand research insights.Visual tools that can be used for understanding the problem are for e.g. personas, mind map, customer journey maps, moodboard.
Visualisation is really important for the process of Design Thinking because it's actually a way of unlocking a different part of our brain. It allows us to think in a non-verbal way and access parts of our brain, our creativity.The beauty of using Visualisation is that we can tap into a single picture.One of my current projects Is
developing an mobile online shopping app.The important role in developing an app is testing of the app and curious to know the user experience.This testing Is only viable as the data that’s garnered from it.After filtering the data we need to visualize it.
First the raw data is collected which is not of much use to anyone due to situational data,redundancies and faux data.We took the user’s phone into account.Phones come in all shapes and sizes,and mobile apps run on watches,tablets and many other appliances.At first we collected data from the customers about which types of products should be available in this online shopping.And asked the people of what type of features we need to develop.
Insight and approach
After conducting the data analysis extraction process and visualizing the data,I have understood that asking for advice and feedback made this process easier.And visualization tool is very useful in integrating our daily life activities.I understand the important points what people are expecting from the app and which makes our app great demand in the market.Without knowing the people’s needs it is impossible to get success in any field.
This would have helped me have more real life experiences to follow the four step process of design thinking and apply this to project what is?,what if?,what works?,For every project, I use this visualization tool as a starting point in design thinking activities.
This is my first project and I am very interested and grateful.This visualization process made my work easier and comfortable.
|
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21,288 |
TELLING A STORY
CHALLENGE: I used to work hard to improve my education-technology environment, right now I'm working on developing a physical product. I named it “safe”. It solves the problems of people who are concerned about road safety but, people who do not wear helmets. Many people in India wear protective helmets to avoid police fines. This is the most challenging part, we have to make the helmets comfortable, durable and we have to do it effectively. And people should believe that it is a good product.
OPTIONS: I chose “storytelling” because the product I produce is sensitive. Because so many people experience great comfort and security. So, to express my opinion I chose to tell the story.
APPLICATION: There is a very small percentage of comments on the product based, compared to software and applications. I have chosen this reason that we can provide the service to the people and we can get the product value from it.
INFORMATION: My challenges grew even more when I searched deeper into a good product. The challenges increase when I start researching marketing again.
APPROACH : At the centre of my work I know that marketing is about social science. The way I used to do Research changed completely.
|
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21,289 |
Tool: Storytelling at a company workshop about transformation
Challenge: Describe your challenge, including all relevant information.
I joined a new company, a traditional almost 100-year-old distributor as person in charge for Digital Transformation. One of my main assignments was to convince the organization of the importance of eCommerce for the future as a distributor. eCommerce was something they weren’t familiar with and so it as something impacting retail but not the B2B distribution space which was the area they where working in.
Selection: In your own words, briefly describe the tool you selected
Storytelling is not the only tool I applied in my case, but I chose it for this assignment as it is a great tool to engage with a diverse audience during the brainstorming (what if?) phase. Stories are sticky and tangible. People can relate to them much better than abstract models, theories and economical concepts. Most of all a story can generate questions and questions expand the depth and breath of a story, that ultimately lead to lots of innovative thoughts and ideas.
Application: Describe how you applied the tool you selected to your challenge
I applied the storytelling tool in several ways in my challenge. During a workshop with several work colleagues I asked them to each share a story or experience they made with eCommerce and shopping online. This was an ideal ice breaker and got everyone thinking. I then shared a bit of background on the current status of eCommerce in our industry in different parts of the world and to create a “burning platform” situation told a story about a company in a more developed market that failed to transform and adopt to eCommerce and consecutively lost customers, relevance and within a couple of years had to file for bankruptcy. After we discussed this case in various break groups we focused on brainstorming what eCommerce could mean for us a company. We asked ourselves what we change and impact we could have if we started to develop eCommerce capabilities within our company. We again broke out in different groups with the task to come up with different stories of what our company could look like in 3 years if we invested and adopted in this new channel of business
Insight: Describe the insight you gained from applying the tool you selected to your challenge
I’ve gained several insights form applying the story telling tool multiple times during my workshop. It served as a great ice breaker, got people to relax and share something personal. This lowered the barrier for people to openly collaborate and brainstorm together later. Which is sometimes tricky especially when people come from different departments and aren’t used to work together. The second time I used story telling was with the intention of creating awareness among the workshop attendees that we need to act now as company. My main insight here was that stories can create a sense of urgency that dry numbers, charts and growth rates alone can’t achieve as people can’t relate to it as well. Therefore, I believe stories telling is ideal to create so called “burning platforms”. The third insight I got was that if you assign people to work together and come up with a story that captures a scenario of the future it gets people way more engaged than if they just have to come up with a simple bullet point list of what they want to do or where they want to be in 3 years. Forcing them to package it in a consistent story that resonated helped them to narrow down to some very focused suggestions for innovation and transformation.
Approach: Describe what you might do differently next time -- applying the same tool you selected or a different one -- and the reason(s) why.
I would apply the tool again in a similar situation along with other tools that I didn’t mention here. I would probably have the workshop participants prepare parts of their story in advance in order to get the thought process starting a bit earlier. Also I’m thinking about using small give aways and having the teams vote for the story presented. Another tool that I would like to apply is the journey mapping to illustrate how our customers’ as well as our internal journeys / processes and operations could change through new innovations and technology
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21,292 |
Challenge
I am a member of an NGO working for environment protection. Our project was to raise awareness among local people to take charge of maintaining a neat and clean environment in their locality. Having experience in the field we knew that it was difficult to actually get them to work willingly. The problem was that local people took it as a burden to actually do something for the environment. They feel that they are being forced to do so. Our task was to motivate them to work for the environment and ensure that the motivation was consistent. This problem required deep understanding of human behavior. With very little relevant data in hand we were required to explore the unknown to get agreement.
Selection
We chose to use mind mapping technique as we needed to establish a criteria for the what if state to generate ideas. As we required a deep understanding of the stakeholder’s (in our case the local people) behavior to extract meaningful insights the mind mapping tool appealed the most.
Application
We started by selecting a single society and organizing an event in the club house of the society with due permission of the secretary. We designed the journey of the visitor in a systematic way to motivate the visitors to work for the environment. At the starting the hall had pictures of places destroyed due to bad environment. Then there were places that felt like paradise. These were followed by a big question mark. The residents of the society spent about an hour discussing about the environment. As the experience had told us that people like to do something when they feel to have authority. So our team members were also scattered among them and were involved in conversations assuring the resident that we required their help. We had also provide them with notepads to note the ideas they had.
After an hour we arranged the hall to resemble a conference room as it gave an impression of a board meeting to the people and they felt more authority. We then presented a video that discussed how beautiful the environment is and what blunders could happing if we could not save it. We then asked them to help us to find solutions to the problem by assuring that it could be solved. We were really happy to see a positive response. We gathered the insights that we needed to and the event proved to be a great success.
Insights
We came to know that the people actually wanted to take care of the environment but thought that their lone efforts would not make any difference. Lack of time also emerged as a big problem. Some said that they thoughts if others are not doing anything then why should they do. A small proportion also said that they were held by the thought of what others will think.
Approach
With all these insight we along with the society members drafted a plan to tackle the problem. The members consented to have a meeting every Sunday to discuss plans foe the week among themselves. Those who had lack of time agreed to work every alternate evening for the cause. We proposed that they could hold competitions, related to environment protection, among themselves. The members decided to have a fund foe environment protection.
The mind mapping technique proved very helpful. We now use the same criteria in different societies and the results are always positive.
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21,293 |
Challenge My challenge in my professional role as a Module designer and learning resource expert at a large pharmaceutical company has always been a constant search of how best to meet the learning needs of the employees and at the same time ensuring the design and content relevant. Selection & Application My thought has always been that I need to select a tool that would help present my solution through visualization. Coursera made my thought into reality with an added advantage of being an on demand and self-paced learning platform. It not only ensured continuous learning but also helped create a wireframe of the solution presentable to the learners who could not only self-connect but also made suggestions relevant and reliable. My Insights The insight that I gained was that people are much better at understanding something when it’s presented visually as compared to when something is explained by text or audio. With the wireframes that I built, the placement of the various features in the Learning resource also became visible to the team. We knew that we had to make the learning resource as a simple and delightful experience. Hence, a lot of focus was paid on the layout of different features on the learning solution and we discussed how the user might interact with them. This was only possible by following a visual approach and active feedback from the team. Approach From here, I will step up the standards making use of its effectiveness and complementing it with a rich, creative and interactive module adding in the WOW factor to make it more relevant and approachable to the employees with their daily routine.
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21,294 |
Reflection – Visualization Tool
Challenge
Our business and product organization is considering applying an existing technology to another line of business. The business team is not engaged in customer acquisition yet, and different business models and service solutions need to be explored. The current solution is a business-to-consumer solution that we are looking to apply to a business-to-business environment.
Selection
I chose the Visualization tool to come to a shared understanding among stakeholders across several functional areas of the organization. I planned to use the tool to synthesize what the stakeholders views of opportunities and challenges were that need to be considered before developing the business models and product concepts. I was expecting the exercise to surface opportunities as well as challenges that might not have been expressed or considered in the discussions and meetings so far. I also hoped the exercise would possibly yield unexpected insights into the problem area.
Application
I started thinking through the participants that I would like to include to get a good sample size and include feedback from the critical parts of the organization. I was planning to include the sales and business team, an expert on distribution channels, the business strategy team and my own organization, the product team.
I drafted a straw man that showed the business challenge at the center and just hinted at additional visual elements to prompt the participant to add on to the graphic. I distributed large hard copies of the draft to six participants across the aforementioned teams, and explained the exercise. I prompted them to think about the following:
a) Which key areas of the business problem need to be addressed? b) Which key areas are missing? c) How are they related? Where might we find dependencies? d) Where are particular business opportunities?
I encouraged to be creative with writing or drawing directly on the straw man and to highlight the related business opportunities or challenges in whichever way preferred (shapes, colors, sizes). I returned at the end of the day to collect the results individually. Every participant would walk me through the graphic and explain the thought process and details. Back at my desk I would synthesize the findings and highlight new areas that had not surfaced in earlier conversations yet. I am planning to walk through the results in the next weekly meeting on the topic.
Insight
The participants really seemed to enjoy the exercise. To develop a visual artifact rather than a linear list or slides on a topic seemed to be much more engaging and stimulating. It was surprising to find that some graphics would analyzed the topic more broadly while others were very narrowly focusing on one aspect but going very deep into the detail of this aspect.
Reflection – Visualization Tool
Some details and aspects surfaced that had not been considered so far which was very enlightening.
Approach
I am excited to apply visualization exercises more often going forward. It seems a very productive way of soliciting input from various teams to increase shared learning.
I will probably spend more time preparing and thinking through the particular questions to prompt the participants with. With more specific questions a particular topic can be explored more in depth. It probably also be helpful to record the questions in the top section of the straw man as a reference.
It would be further beneficial to include additional participants that might not have been exposed to the topic yet. That would offer the possibility to collect ideas and insights with a fresh perspective and might surface even more interesting insights.
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21,295 |
Reflection – Storytelling
Challenge
The challenge I was facing is the following. We developed a great product in the medical device space, and everyone was excited about bringing it to market asap. The difficulty with the product was, that it was not obvious to a lay person what big of a game changer this was going to be. Selection
I selected storytelling for my challenge because this is how information is conveyed, and emotions. Good stories inspire, captivate and carry you away. They breathe life into cold, bare numbers. This is best described in the last video of week 2 of the course. It is my go-to tool for three reasons. First, it will allow for creating a higher feeling of purpose in everyone already involved and will increase employee engagement even further. Second, it will help the customer to better understand the value of our new product. And third, as mentioned in the video, it will secure the longevity of our brand and help us gain traction in the market. Application
I applied the tool in the form of a workshop. We invited a few patients with that specific condition and had a vivid discussion about how this device may be able to help them. I followed a three-step approach, beginning with capturing the initial situation. Medical staff, patients and engineers came up with a very good summary of the status quo. After that, we encouraged everyone, not just the patients, to talk about complications in their private and professional lives this condition causes. Medical staff and engineers naturally had different problems than patients, but we found common ground. Lastly, we talked about the resolution of the issue, our product. There were many different opinions about the product and in what ways it will be able to help. In the end, we distilled all the main points into a great story which we now circulate internally and externally. Insight
Everyone loves a good story. I became particularly aware of this when we were taking all the facts we had agreed upon and started to form a coherent narrative. It was amazing to see how everyone started out by trying to get heard and present their own problems, and how all of them were working toward creating the best story possible in the end. I wasn’t too sure that it would work out when the workshop started, but boy was I wrong. Looking back, it really makes sense to me now. Stories are one of the few things that every culture has in common. In general, I developed a better understanding about how to aggregate different points of view and how storytelling can help pave the way for a better world. Approach
I wouldn’t necessarily do anything different when faced with a similar challenge because the outcome was so great. What I will definitely do is to revisit our entire approach and try to implement other design thinking elements. It’s hard for me to put a number to the outcome we achieved and even harder to compare it to a more “traditional” approach. I think it would just not have worked if we hadn’t used the tool. I’m so glad we did!
|
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21,297 |
Challenge and Selection
I am a business analyst and whenever I come across a new client for whom my organization would be enabling digital transformation of their business, I would immediately rely on the design-thinking tool of storytelling. The clients that I come across are generally the market leaders or amongst one of the market leaders in their industry but their growth of revenue seems to have become stagnant, as these businesses are not yet digitized. The digital transformation journey for all businesses cannot be the same and hence do not follow one single framework. This tool helps to find out the pains of the client’s business and subsequently work out a multitude of options or paths that I could explore so that those pains could be resolved and yet meet all the business needs without causing complications along the digital transformation journey. This tool also holds the capability of bringing out additional gains to the clients’ digital transformation journey.
Application
The first challenge in which I implemented Storytelling tool was for an Insurance client whose objective was to digitize the first phase of the insurance lifecycle. In this phase, an insurance agent communicates with a customer via various methods like face-to-face, telephonic etc. and sells him a particular plan(s) for the insurance product(s) of his/her choice. Once the agent has fixed the deal, the customer enrolls for that plan using an application form, which is processed by the insurance company, and the subsequent insurance is given to the customer. Now these customers were generally members of an organization with which the insurer had partnership and these subscriptions to these insurance products were generally payroll-deducted.
When we began the project of digitizing this phase of the insurance lifecycle, my team comprising of 5 business analysts wanted to understand what were the expectations from the key stakeholders here – the insurer(insurance application processing team) and the insurance agents, using a storyboard. We talked to the agents first, and wanted to understand what were they trying to achieve and what were the difficulties and apprehensions they usually faced while making a sale to the customers.
I leaned more towards visual storytelling and thereby incorporated images in my storyboard which would include agents and customers in our story. We would draw real life incident while chalking the story, highlighting certain points in our story wherein the agent would face a hurdle during the process. We would work with the agents what could resolve those hurdles using the ORID framework of questioning. The results, that would come out of these storyboards, would be taken up for further validation using other design thinking tools like learning launch to establish the proof of concept.
There was another challenge in a different project, though a little different, in which I, along with my team of 5 other Business Analysts, implemented the Storytelling tool for a client whose business need was to develop an application for their connected car. This challenge was a bit simpler than the previous one because the end goal was already realized – to build a mobile application. The gap lay as to how that application was supposed to interact with the consumer (connected car owner and his/her family members). Hence, we had used storytelling tool at that time too to understand what was the flow of interaction between the consumer and the connected car using the mobile application.
Insight and Approach
The insights gained from the storyboards were immensely helpful for my first challenge. It helped us understand that the partner organizations’ members to whom the agents were selling the insurance products, had a very minimal time to devote within which agents could detail out all the benefits from the gamut of products that they had to offer. Additionally, customers sometimes became impatient and would ask the agents to leave behind pamphlets and booklets of the insurance products. One of the primary pains of the agents was that they could not engage the customers in an attractive conversation or communication flow so that they could make a sale to the customer
We finally addressed these pains by building an exclusive portal for the agents wherein they could engage with the customers and save their progress of communication, which could also be solitarily picked up by the customer from the customer portal. An added insight from the storyboard that provided the point of differentiation to our application was that the entire experience was replicated like an e-commerce shopping experience including carts and so on.
These pains were identified only when the storyboards (storytelling) was accompanied by drawing out customer journeys. Apart from storytelling, we could have also taken the tool of Visualization as explained in the course which could have yielded have the same results, I believe. I would definitely try the tool of Visualization in the next project.
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21,298 |
Reflection – Visualization
Challenge
I lead a team of designers that work with production units to develop tools and fixtures for manufacturing lines, to reduce variation of manual processes, standardize the way operations are done, increase ease and speed of processes, reduce ergonomic hazards and prevent safety incidents. The process starts with a request by one of the different teams, and the designation of a designer to address it. One of the most challenging parts of the development process is when the designers have to capture the requirements from the product builders and functional representatives of the area (production, manufacturing, quality, industrial engineering and environmental health and safety), to make sure in the end the resultant fixture meets its intended use, does not add time to the process, it is safe to use, and most importantly, no unnecessary reworks are required. Later in the process, when the designers come up with possible solutions, difficult to imagine by others, it is also challenging to transfer that conceptualization to the different stakeholders to show progress and check designers are moving in the right direction. And finally, the designers have to put together prototypes to represent the potential solutions, in order to get feedback and make quick iterations, to reduce the time of overall design/development process.
Selection
To achieve all these things visualization is needed. Starting with being able to receive information from the different stakeholders, abstracting from the problem, picturing key elements that may help with the different parts of the solution, and transforming this information into requirements and specifications, which will be the fixture’s accepting criteria. Continuing with creating concepts based on these specifications, for potential solutions that the requester can picture and see, for ease of understanding, using CAD software to create 3D models. And finalizing with prototypes that can better show dimensions, appearance and functionality of different prototypes and their iteration process. It is important for the designer to visualize what the stakeholders want, move from simple to more complex concepts, separate the problem into smaller parts, identify how to create solutions for these, and be able to show preliminary results as the process progresses. And on the other hand, it is important for the stakeholders to visualize the intended use they are striving for (the what, not the how), so the information can be transferred to the designer, and the end result is satisfactory and complies with all requirements.
Application
Designers have a set of guidelines they use, but all projects are different from each other. In this guidelines it is stated who the different stakeholders are (production, manufacturing, quality, industrial engineering and environmental health and safety) and the basic things that need to be assessed (for example, a new fixture cannot add time to a process, or in other words, the operation time with the new fixture should take the same or less time to perform). The projects may have different drivers, such as safety, quality, service or cost, and these can also define the amount of visualization required. For example, a safety project requires less visualization, because covering moving parts or hot surfaces is a more straight forward process, in oppose to a project that requires a new method to perform an operation, where the designers need to take the information provided, and “do some magic”, by visualizing how to approach and resolve the problem, in a simple, efficient and effective manner.
Once the requirements and specifications are defined by the stakeholders, the designers analyze them, challenging these, if needed, and breaking down the problem into smaller pieces, to make sure they understand, and to assess if the actual stated problem, is the problem that needs to be solved. Using 3D CAD models, designers evaluate different angles, and visualize potential solutions to the same problem, sharing the different approaches with the client, and coming up in the end with robust solutions. Designers also have important tools on site that assists them with helping others visualize their concepts and ideas, which are 3D printers. There are several 3D printers where the designers can quickly and at a reduce cost, create prototypes and models to help in the development process, so the stakeholders can better visualize the ideas and concepts that are being created.
Insight
Interviewing with the product builders and meeting with the stakeholders has been key to the development process as it allows the designers to capture all necessary inputs, helping them to get an initial mind picture of potential approaches to solve the problems, and also involves all the different functions and end users, reducing the resistance to change and acceptance time of the new fixtures. Using 3D CAD models has facilitated the process of showing the customers preliminary concepts, how the fixtures will look and how they will interact with the products being manufactured. Finally using the 3D printers has helped to materialize the 3D models in a fast and low cost way, so the final concept can be seen, felt and tested, allowing to make quick iterations and adjustments (fine tuning) before the final prototype is sent out to be machined.
Approach
The team has already incorporated visualization and it is being used in the fixture development process, nonetheless it is important to continue to improve the process and specially the initial interaction with the stakeholders and product builders, as it has been identified that in some cases the first ones are not very clear on the requirements and specifications when the development process is starting, which requires more work at the beginning and may lead to reworks, or even redesigns once the fixtures have been completed. Also, the team constantly faces new challenges that require more innovative and complex solutions (incorporating pneumatics, sensors and some degree of automation), so being able to show concepts, iterations and prototypes that help the stakeholders see the progress, size, use of the fixtures and interactions in a timely matter is very important to continue to add value to the product manufacturing process and to the site.
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21,305 |
Example Reflection – Mind Mapping Challenge
For my project I decided to focus on our family´s bakery. the idea of open a bakery started 7 years ago, it was run by my mother and my dad, both with knowledge on the pastry and bakery industry.
At first it was a popular bakery on the town, with lots of customers and an exhausted amount of work, but the years went by and it lost the popularity that has gain.
There are many reasons that can explain the why to this situation, but the most important for me is, that the menu was never change, always stay simple, the bakery didn’t progress with the society, always selling the same products with the same Price and the same earnings.
My idea is to include express service, but with three changes that make it different from others
First of all, the express service can be done by transportation that it did not required gasoline, like skates, skate boards or bicycles. the second thing is that the containers, bags, boxes and any other method of baling, needed to be nature-friendly, for example, the plastic bags: a usual plastic bag has a deterioration process of 150 years while paper bags and boxes just take one or two years to deteriorate. And the last but not least idea was to put motivational notes on the breakfast, this actually make the costumer happier and comfortable with the product and the seller.
Selection
For my challenge I decide to use the design Thinking tool of mind mapping.
Mind mapping as we learn is a diagram of visualization that allow us to represent an idea through short words, drawings, collages, etc. this tool it help us think, collect information, create ideas and represent them by a paper. This is actually the favorite tool for a lot of managers.
I chose to use these tool on my challenge because I think that it can capture more the attention of employees and customers. This method allows me to represent my idea in a way that the person can comprehend easily and fast, at the same time I think it attracts more the human eye, what can help in case you want a partner.
Application
I applied this method on my challenge by creating a kind of poster, I divided it in four and on each part I put what I thought were the most important ideas of all the project.
In the first part I put all the information of our bakery at the moment. Like why it was created, who did it, when, the bills 7 years ago and the ones in the present, also the role of each member of the family when it comes to the bakery.
For the second part I put de disadvantage of the actual situation in general for our store and add the reasons why the amount of costumers decreases, in this case the pandemic and the lack of new products and menus.
In the third part I explained my idea. I resumed it to three pillars, for me the most required ones and marc the pros or the vantages of each one, in this part I wanted to put in highlight what the bakery will look in the future if we implement the idea I created.
And for the last part I represent which could be the obstacles for this idea and the solution that I gave to all of them.
Insight
Elaborating all of this project make me learn the importance that it takes to have a good relationship with the costumers and the employees, the simple act of putting notes on their breakfast lift their mood in matter of seconds and the fact that they have the number of the actual boss of the bakery to ask for some breakfast make them feel a high amount of confidence. That cause that the costumer has a feeling of warm and the act of just order make them happy.it also helps relieve a lot of stress by the rest of the day, if they started with a good mood they will end it the same way. and all of this is really not easy, you need time, data and personal interest.
Other thing that I learned was that an idea can change for better or worse depending of the reaction and judgment of the society with it. When my family and employees putt the notes with their opinions of my idea, some of them actually turn nonsense, and change a lot my perspective and with it the way I felt about the project.
Approach
The next time I will in the first place make things more effectible, this because I hope that with the time I gain more knowledge about design thinking and the mind mapping tool.
I also will make more deep investigation which allows me to create more big and brilliants ideas for solving problems. And I will improve the methods to increase the good relationship with the costumers.
Probably the tool of mind mapping is my favorite one but in next projects I will use the others to investigate and discover which tool will act more effectible depending on the problem.
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21,307 |
Reflection – Learning Launch
Challenge
I am a student in one of the largest and diverse universities of our country. Due to the diversity in the college both in terms of knowledge, people and skill there are over 100+ clubs and over 150+ teams working in the campus in different projects, fields and areas. I, being a part of one such team, aims to solve a major challenge of abundance of information flow on a daily basis that is generated by these teams and clubs. Due to the presence of such large amounts of information, it becomes almost impossible for a student who might be a potential participant to keep a track of information relevant to him/her. Hence the challenge was to establish a platform where all the news and updated from all the clubs and teams can be published and the relevant audience can be notified. The scope of the project included the whole campus including all the clubs and teams from different departments. The project focuses on acting as a platform for information streamlining and broadcasting.
Selection
Our team has already gone through several design thinking activities/tools, so we are ready to try the learning launch tool. Broadly speaking, the learning launch is an experiment meant to quickly test an idea and prototype.
Application
The first learning launch was done collaboration with just two teams. We studied in depth what are the different types of information that is often broadcasted, what is it’s structure, does it involve images or videos or some other graphics and what are the methods employed by the teams. We then developed a basic framework structure for different types of information and tried to inculcate some sample information into them. We tested our structures and then executed the first learning launch with the 2 teams. Next, we explored other opportunities which can be captured to streamline information flow in the university. We then identified more user cases such as official news from the college which was of high importance that it reaches the students in a timely manner. For our second learning launch we focused on a wider section of teams and clubs and started the university news portal inculcating just one of the departments. The response verified and tested our assumptions and design. We then conducted an anonymous survey with all the stakeholders and asked them how they felt about the new system in place. The response from the same showed that people were now more aware of happenings in the campus, the teams and clubs were getting more participants in their activities and there was a lesser capital being wasted in brute marketing which was an approach followed by the clubs and teams prior to our proposed system.
Insight
By applying the learning launch tool, our team verified our design and assumptions. Additionally we also identified more stakeholders and other departments. Some major learnings were obtained from the recent learning launch i.e. exploring opportunities outside the college such as the market in the vicinity of the college who wishes to reach the right audience. The various startups aimed at students. Due to the inclusivity of various others stakeholders, our team will review this insight and incorporate it into future launch designs. The ongoing incorporation of insight is particularly important at this stage, as launches come before a full rollout in the design thinking timeline.
Approach
Given that our team has already gone through several design thinking activities/tools and are at this stage in the timeline, the learning launch is the appropriate tool. As previously mentioned, our team needs to review the insight gained from our first two launches and incorporate this insight into future launch designs. Future launch designs should reflect insight gained, progress made, and come closer to a compelling solution ready for full rollout.
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21,309 |
Selection and Challenge: (Storytelling) Storytelling isn’t just about stating the facts and the findings to people. It is about taking people on a compelling journey with the goal of turning them into highly invested individuals. Storytelling immerses these individuals in the environment you have created using the various facts, findings, characters, and elements you have researched and gathered, and pushes their imagination to enhance rational thought. It is through this immersion that innovative perspectives begin to awaken. I’ve been a business and management consultant for 5 years and one of the ever-present challenges that I always seem to encounter is how to get highly technical, highly analytical individuals to effectively pitch their product/solutions/projects, and not let it devolve into an enumeration of cold statistics, tables and diagrams that do not translate the benefit of their intended innovation well. This is evident with my past experience as a consultant and business pitch trainer for my country’s Department of Science and Technology. Coaching these highly competent scientists to pitch their business ideas to potential investors, donors, and partners often gets tedious because they lose the interest of their audience by drowning them in cold data, statistics and diagrams, and minutes of jargon. I’ve seen many of them step out of those pitching rooms frustrated to not receive the grants they need to further explore their innovative possibilities, wondering why these “people with power and money” can’t see the potential benefits that their solutions have to offer. Storytelling was my choice because I believe that it is deeply entrenched in all the aspects of the Design Thinking process. For a Design Thinking session to work effectively from start to finish, one must have the mindset of a storyteller, and must also develop along the way the necessary skills to be a good one. Storytellers may operate with some structure. But those structures are not too rigid that it prevents room for the uncertain, the unpredictable. Application: One particular session with a scientist stood out for me. After a failed pitch, one scientist whose solution focused on an innovative technology to autism care for children could not understand how the pool of investors for that day did not see the benefits she was explaining. I spent a couple of minutes with her outside as we were both smoking, listening to her talk about improved biometrics numbers and results on patients, how certain functions would help both parents and doctors take better care of the kids compared to existing solutions in the market, and that it would come out much more affordable to all concerned. After I had allowed her to let the emotions out, I asked her, “What is it that you really want to say to these guys about your technology? Give to me in one sentence. Don’t tell me facts and functions. Tell me something real. Tell” She thought about it for a few minutes, and finally told me, partly joking, “This technology stands in between your kids and the fate of being lost in autism hell.” We both laughed a bit. Then I told her that the reason no one could get on board her pitch was because she didn’t take them down a journey where they could truly appreciate all the benefits she was saying. “You just bored them with facts, and technical mumbo-jumbo that probably flew over their heads. You may think that it is just about a well-structured idea with the appropriate amount of evidence. You gave them that, and it failed. It failed because they didn’t connect the concept to a human experience. They didn’t ‘feel’ you. Take them down an imaginative experience where they can really feel the emotions surrounding all the benefits you’re talking about.” Insights and Approach For someone who espouses mastery of storytelling and has helped certain people get better at it, my life as a consultant is also prone to the pitfalls of fixating on the analytical paradigm, just as much as the scientists and technical professionals I’ve dealt with. With all the frameworks and structured tools put
out by other experts to use and prescribe to our clients, we too end up tripping over our own legs when we take an unknown path along with some of our stakeholders. We lose ourselves in the data and the method and forget to move back to the growth mindset essential for innovative thinking. An effective consultant is an effective storyteller bridging the perspectives and ideas of many groups with varied experiences. All of them fraught with emotions that we all too often disregard in the analyses. Effective stories require the combined magic of both logical thought and emotional color in order to inspire people’s involvement with how the journey goes. I came to realize that this was the key item I had not properly inculcated to my mentees (and was also personally forgetting when I’d lose myself in the data and diagrams), and that was why they were stumbling to connect. The story told would be the glue holding all the stakeholders together, and the bridge allowing them to cross each other’s worlds and effectively comprehend the message.
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21,311 |
Design Thinking for Innovation
Peer Graded Assignment
Mind mapping – Benchmark FMEA-Software
Challenge For my work at FMEAplus Akademie, which is a consultant firm for the FMEA method of evaluating possible risks and failures of products and processes, I have to issue a benchmark of all the FMEA- Software available on the market. To get an overview and a lot of unfiltered ideas about this topic I decided to use the mind mapping tool.
Selection Mind mapping is a tool which has two purposes. First it helps to collect a lot of unfiltered information about a given topic. There are all kind of information included, no matter if sense full or not. Second it also clusters the information into subtopics, sub subtopics and so on, so that you immediately get a structured map of your topic.
I chose this tool, because I have not much experience in this topic, so together with 3 colleagues I can get a lot of useful information in a short period of time. Later I can analyze and filter the information with my standards. Additionally I have also the structure of my work.
Application Like I already said I met with 3 colleagues and we started with a 20 minutes brainstorming to collect as much as possible information. After that we tried to cluster the information and issue the mind map you can see below.
Insight The tool enabled to get an oversight about the topic and to structure the further exercise. Additionally it helped to don’t forget anything. Afterwards I used the mind map often just to see what I have already done, where I am now and what I still have to do. Also the practical exercising of the tool helped me to understand design thinking in a better way.
Approach The next time I will for sure use the same tool again, because it helped me a lot in the already mentioned scopes. Perhaps I will enlarge the team to 5 or 6 persons, so maybe even more information will be collected. I also think of changing the way I applied the tool. Instead of writing it just down on a paper I would like to use small cards and pin them on a big board, so everyone can see what we are talking about and to make the structure clearer.
|
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21,316 |
CHALLENGE & SELECTION
The tool that I use the most within my organization is Customer Journeys, or in the context of
this assessment, Storytelling. Storytelling helps place the customer art the heart of the process
in order to help business stakeholders understand the process of a customer’s journey and the
feelings and connections that they experience along the way. Stakeholders, just as clients,
should always been involved in exploring and defining a service proposition. Storytelling allows
us to show, at a high level of detail, how a client uses a products or services over time and
across touch-points. It is a client centric, outside in approach, based on customer objectives,
rather than design and delivery. Storytelling shows a journey that a customer has with us, is
cluster-focused and should be rich enough to outline all the pain points and the good moments
of the experience. Usually, the journey is created from real user data collected during
observation and interviews. A good client journey shows objective facts but also aims to
describe the emotions of the client (what s/he thinks, feels, says and does). Later on, client
journeys help drive decisions around what needs to be changed, improved, or continued.
APPLICATION
We start the process of storytelling by identifying a product or service that we want to describe
from a client point of view. From here we pool data and research across silos to frame a
hypothesis. This stage is about discovery. We aggregate data from multiple sources such as
web analytics ethnographic research, and client surveys and build the basics of a client journey
to understand the client, their pain points, and how the clients interact with us. It is at this
point that we develop personas from the data gathered. A persona is a fictional character who
represents an observed user group. It is created from real user data collected during
observations and interviews and who is designed on behavioral characteristics.
With the above insights gathered we bring together cross-functional teams (which could
include product line owners, channel owners, CX designers, UX professionals, business
architects, digital technologists, developers, and data scientists) to pull together and share all
of the insights and data gathered and improve the understanding of client journey.
The personas used for the purpose of the journey must be empathetic. We give him/ her a
name, detail his/her life and describe his/her lifecycle with our organization. The workshops
are interactive, with all stakeholders providing different viewpoints and opinions on the
journey. We talk aloud about the product or service that we have chosen, detailing what
happens in the story, step-by-step, facilitating by asking “What happened next?” or “What
would our persona do next?”.
The purpose is to the co-create the ideal journey by holding workshops with an array of
business stakeholders in order to link both current state and future state journey maps to
multiple layers of processes, capabilities, data sources, technologies, and integrations.
The purpose of the tool is take the customer through and end-to-end interaction with the
organisation. The purpose of that is to identify significant steps that the customer takes, and
illustrate what actions they would be required to within their interaction. It is there that we
start building a narrative, and start unpacking the customers emotions and sentiment towards
any engagement that we would have with them. These journeys help us understand what are
the clients touch points and what product or services are they using. The journey should
illustrate the moments of delight for the client and their problems or frustrations. The journey
should also highlight quotes, insights or expectations, as well as the client is feeling at that
moment within each step. From there we are able to understand what
solutions/innovations/opportunities we require or could use to address the identified pain
points.
INSIGHT & APPROACH
What I have learned about this approach is that It is essential to keep the customer at the
centre of story, and avoid moving into a solution state of mind. It is important to note that
journeys are not a “one-size-fits-all” approach. Different personas would require different
workshops with different stakeholder. For example, Fred, a banking client, wants a
transactional account , but may also want a personal loan. These are two distinctly different
journeys that would require a completely different audience when creating a journey map. On
the other end of the spectrum, Mike an investment client, is looking at investing his family
wealth as well looking for a partner loan for his firm. Again, two very different journeys, but
also a completely different personas. Here you can see you story telling can be applied in the
same way, but very different outcomes will be achieved.
|
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21,318 |
What is
Since my student life, I have been fascinated about technology. I used to dream about becoming an entrepreneur one day. Lately I have been thinking about it again. How do I make a start-up and become an entrepreneur? Can I just jump in or do I need an idea? I have been trying to give a shape to this but I was discouraged by the many failures we hear about start-ups, even the ones that had a good aim. Again, why do people often fail in their effort? Is it because they lack experience or money? while wondering about this question, I learnt about this design thinking course and after joining the course, I have become confident and found the path to success by using pattern recognition.
What if
The foremost important challenge for an entrepreneur is to envision the pattern of failure before reaching the destination of success. Once this pattern is identified the journey should be smooth without any hurdles. I realized mind mapping tool explained by Prof. Marian Moore in module 3 of the course is a helpful design thinking process to look for patterns along the way in order to have a complete overview of the project. Design thinking also shows a simple way to rule out failures along the way by grilling down the project from all possible aspects with the specific project questions in mind to identify issues and achieve success.
Fault finding is a crucial step to safe guard from failure. I strongly feel that step by step thinking is the way forward to get an analytical view of the whole process. Through mind mapping, I realized success does not come by just having a good idea but planning and execution are also important.
The wows
The wow part of entrepreneurship is making customers happy. I can only be a successful entrepreneur if my customers are happy. To make this happen, I should think more about product design and its simplicity. This viewing angle requires the gathering of a large amount of data from all sources to understand the pattern underneath. Design thinking helps to sort out how my product will be different from others and its affordability. The end user happiness is the vital part of any successful business start-up. It is amazing to see how mind mapping helps to approach this point in a systemic way. Working without these considerations would have been a disaster to my goal.
Working
Making a successful start-up involves multilayer thinking, including starting from finding a suitable funding source, doing enough research to understand the competitors and usability of my product and identifying the potential target groups. This needs complete planning and execution. Furthermore, deciding on the location for start-up, staff recruitment, making quality product and happy customers are also interconnected.
Selection of staff requires a major consideration of their experience and age. In addition, staff member’s open mindedness is indispensable for accepting innovative ideas. Location of start-up plays a major factor as it is connected with staff and customers in terms of accessibility for end users after sales service. Similarly, staff’s happiness and their care for the start-up are also essential to make a quality product.
Finally bringing awareness and product familiarity to the public. This can be achieved through advertising and selecting the right media to reach the potential customers. Once all these plans are charted out the final step is price fixing. This should be carried out with due consideration on the affordability and logistics for the product to reach the end users. Had I implemented this idea of making my start-up without spending much time on thinking about it from all possible angles it would have been a catastrophe. Design thinking shows the way to structure out each hurdle in the path to make a successful business model.
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21,319 |
REFLECTION- STORY TELLING
CHALLENGE AND SELECTION:
My challenge is to break the myth about plus size clothing in the Indian sub- urbs. The tool that I have chosen to address this challenge is story telling. The reason for choosing the tool is because the challenge here is a social stigma. In India women who come under the plus size category rarely wear Western outfits, not because they are not comfortable, but because not many brands offer western clothes in their sizes. This includes clothes for work etc.
Very few brands have clothes that are customized for plus size women. There are few brands that do, but even those brands do not offer a wide range of clothing. So the idea is to create a label that gives the women to dress confidently and fashionably.
The brand will also be an inspiration for all the women who want to add a touch of the current trend to their clothing. The key challenge here is to break the myth that plus size Indian women cannot dress up in Western attire; it could be jeans, crops, or cocktail dress for that matter.
APPLICATION:
The application part will start at the very beginning. The brand name will represent the vision of the business. Since the aim is to break the myth about the plus size women’s dressing, marketing the brand and especially its idea would do the job. When marketing we could use models or celebrities who fall under the plus size category, since celebrities have in the past made huge impact on the minds of the average Indian consumers. This might be another one of those instances. Also here in India there is an extraordinary fan following for celebrities. Other factors of the brand like the positioning (price, consumer expectations, consumer perception about the brand, brand attributes).
INSIGHTS:
We did a small test survey by picking random plus size women on their take on western clothes and the existing brands offering the same. The questions ranged from “Do you wear western clothes, and if yes then how often?” to “Which brand comes to your mind and why?” and “Are you satisfied with what the brand is offering?”
The understanding that we received from the survey was that, most of the Indian women are comfortable wearing western outfits and would try a brand like ours for sure since, it seems to be more promising than the other brands.
APPROACH:
Creating a label with a line of products that can compete with the existing brands in the market will be the key aim.
Also the brand should be able to create its own market space.
An alternative approach to explain this challenge would be by using the visualization tool.
|
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21,322 |
Reflection: Storytelling
Challenge My challenge is that I want to convince two of my friends to share an apartment with me after graduation. My two best friends and I are all moving to Washington, DC, after we finish our last semester of college this May. While this seems easy at first, there are several obstacles within the situation. Since all three of us are from the area, we each have other friends who also want to live with us. There are also other options for housing in the area besides apartments, such as sharing a house or living with our parents. Finally, we will all be making starkly different salaries, so finding an apartment that works for all three of our individual budgets may be difficult. Selection The tool I have selected is storytelling, which is comprised of three main elements, according to the final video (“Storytelling Tool”) in the Week 2 section. First, it is crucial to know your audience and how they might perceive and react to information. Next, the story must have a clear sequence of events and flow well from beginning to middle to end. Finally, it is imperative to have moments of reflection throughout the storytelling process. I have chosen this tool because my challenge is ultimately to convince a group of people to do something, and this tool seemed the best suited for persuasion tactics. It is also a tool that is very tailored to the specific situation and audience of the problem. Application To apply this tool, I met with my friends to discuss possible options for our living situation. I knew my audience up front (my two friends) and their preferences: Anna absolutely wants to live away from home, she makes a larger salary (so she is willing to splurge on a larger apartment), and she is open to living with other friends but does not have anyone specifically in mind. Meanwhile, Taryn makes a smaller salary, so she is willing to live at home for a bit if necessary, and would be open to finding a house instead of an apartment that is cheaper. I laid out all of our preferences as the “beginning” of our story and explained the reasons as to why an apartment with just the three of us was superior. In doing this, I paused every so often to ask their input to confirm we were all on the same page. I had researched a few specific apartments and neighborhoods that met all three of our budgets and preferences, and I ended the story by emphasizing that we all share the same interests: to enter the working world successfully and have a beautiful yet affordable apartment to support us in that journey. Overall, the tool was used extremely effectively, and my goal was achieved — we will all be living together in an apartment starting in August! Insight Some insight I gained from my challenge is that these problems, especially ones that are solved with design thinking, are frequently changing. Even though I had done my research on both my friends and possible apartments up front, I encountered difficulties along the way. I had waited about a week from researching the apartments to sharing them with my friends, and in that period, many of them had already been leased. Additionally, my friends’ preferences had changed a bit too, as they had more friends who had accepted jobs in the area and were asking for roommates. Along these lines, I understood the importance of the moments of reflection of
the storytelling tool — if I had rushed through my speech and had not given them time to share these changes with me, then my story would have been much more ineffective. Approach If I was to approach this problem again, I would try the mind mapping tool because it is effective in breaking down the problem and eliminating prior bias or judgment. I had preconceived notions that an apartment with only the three of us was the best option, but truthfully, I had not given much thought to having more roommates, living in a house, etc. Using a mind map would have allowed us to consider all possibilities and then use process of elimination, rather than focusing on convincing a group of people on what I already thought was best. This tool focuses on the “what is” and “what if” stages of design thinking, which would be extremely helpful in finding the living situation that provides the most value to all of us.
1. Challenge (visualization, storytelling, mind mapping, learning launch): Describe your
challenge, including all relevant information.
2. Selection: In your own words, briefly describe the tool you selected (e.g., what it is and
why you selected it for your challenge -- including any appropriate video lecture references).
3. Application: Describe how you applied the tool you selected to your challenge (e.g., what
you did and how the tool was applied effectively or ineffectively).
4. Insight: Describe the insight you gained from applying the tool you selected to your
challenge (e.g., how an insight affected your thinking about the challenge and about design thinking more broadly).
5. Approach: Describe what you might do differently next time -- applying the same tool
you selected or a different one -- and the reason(s) why.
|
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21,324 |
Challenge
The challenge I, as an author, faced was not organizational neither business-related, but rather a genuine aspect with my family at our house. To be more specific, the challenge resides in having limited area of cars parking lot. And the mission is to persuade my family members to dedicate a shaded parking lot area for me only instead of the whole family to share, where someone who jumps in first, will reserve it until decides to drive away. The pressing need for a shaded area lies in the fact that I live in an equatorial and significantly hot country, resulting in my vehicle being unbearable to hop-in and drive during the afternoon. Another factor leading to magnifying the challenge, is that my parents had the desire to build on a family with greater number of children than usual (extended family). It is composed of total of fifteen members including my parents, brothers, sisters, nephews, and nieces, rendering the situation more difficult for catching up with a free parking lot. However, I was the only person using the parking lot and living in the house at the same time. Adding to this, each relative used to pay a visit to our house once a week, but with the extended family members situation, the status of our parking lot was merely always full.
Selection
After understanding the problem, looking into the matter from different angles, and taking the time in observing my family members tendency of accepting an opposing opinion, I decided to go with the Storytelling module for showing them the importance of my case, and how I am in a greater need for a shaded car parking more than my relatives. My storytelling approach will be structured on the bases of logic and empathy to manifest my needs and ascertain their consent and support.
Application
As a reminder, the whole family used to adapt the approach of sharing the parking lot with me (resident of the house) and those living in independent residences when visiting our home, neglecting several unarticulated circumstances/factors deferring from one member to another, such as employed/unemployed status, actual need for a shaded parking area, and frequency of car utilization on the minimum. For me to show logically and empathetically my need for a shaded parking lot, I selected to picture this situation as a business challenge for them to grasp quicker. In this case, our house was considered as an insurance company, my relatives were the customers, and I was an insurance-providing employee. I started by explaining to them that their side, parking lots availed for everyone, is more likely to be the mentality of caring for the customer and employee comfort at the same time, while my side is to care for the employee comfort more than that of a customer when visiting our sight for requesting business services. I continued by explaining that your side is weak due to several reasons. Firstly, the practice of looking at customers as a one whole entity is inefficient way of judgement as each customer asking for insurance renewal, for example, would only come once a year. Whereas the employee is obligated to report to work every day, and therefore he/she is in a greater need to for securing a shaded parking area. Translating this example back to our challenge reality, my relatives would only come once a week, whereas I live in this house , and thus use the shaded parking lot every day. Secondly, customers will only spend little time inside of the company, in other words, their cars will not be parked so long under the harsh weather without any shading. On the other hand, the employee is expected to stay at his/her post for more than six hours a day. Scaling this example to our situation, since I am an employed person and living in this very house, I use my car everyday and it is necessary to procure a parking for it to be drivable the next morning, whilst my relatives are more likely to come in for just a few minutes, as well as at nighttime.
Insight & Approach
After I shared the story with my family members, I made them fully aware that asking for absolute equality is not necessarily a face of implementing justice. I backed-up my claim with the idea of handicapped parking lots, and how it resembles justice in the form of inequality. Eventually, the story was justifying enough, and it truly proved to me and them that capturing and fantasizing challenges in the forms of everyday life aspects helps us better understand our problems and the way we should tackle them.
Storytelling module, when applicable, is more effective way to handle challenges without running up into time or money consuming approach.
|
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21,325 |
Reflection - Learning Launch
Challenge
I am a part of the IT team (2 people) in a newly created financial technology startup and the given mandate from our shareholder is to provide an alternative financial product to large segment of society whom other financial players do not serve. The team that is in charge of the product, consists of Operation, Marketing, Finance and HR. Our main mission is to provide financial product to those who “need” it, not only to those who “want” it. Apart from that, our shareholder is also expecting a profitable business model from it, while at the same time we have limited marketing budget and initial capital/fund to build the financial product itself.
Selection
Our team has already gone through several design thinking activities/tools, so we are ready to try the learning launch tool. This learning launch exercise is small real life test where we can justify our hypothesis of the new product to a small and segmented group of users with expectation to cultivate the feedback fast thus we can learn faster from it.
Application
For our first learning launch, we focused on the financial product itself as well as the customers segment. This tested our assumption that middle and low class of society whom Banks cannot afford to serve, they need an alternative lending products which they can access easily and fast. Our team went to several public markets at the city to directly meet with potential customers, offer them the product and ask what their most painful experience, especially when it comes to access to lending products, as well as for some of them, we asked how they fulfill their needs on the lending itself. From those customer meetings, we learned that most of the society in middle and low class, are not served by the Banks (most of the Banks either reject them or take a massive amount of time to assess their credit worthiness). Furthermore, we also learned, they want to have faster and easier assessment process during the loan application itself and interestingly, they do not care that much on interest rate, as long as they can afford paying the installment. The main reason is currently they available loan provider for this segment is Loan Sharks that charges a huge interest rate. For our second learning launch, we focused on the channel distribution of the product. Our main hypothesis, in this digital era, customers expect they can have access to their loan, not only applying but also monitoring the process until the payment, from online presence, either mobile app or website. We created a MVP (minimum viable product) for our website and mobile app, then launch it to market. We provided them some campaigns in Social Media and Search Engine with a limited online marketing budget. From this second launch, we learned that market
acceptance of digital channel for distributing the lending product has a huge potential, especially in mobile app. This supported by smartphone penetration and proved by number of downloads we got within a short period of time with a limited budget.
Insight
By applying the learning launch tool, our team could easily identify our hypothesis and designed launches to test these hypotheses. Additionally, we thought through anticipated results, expecting to find that an alternative lending product which is provided to middle and low class of customers whom other Financial Institutions do not serve, is the product specification we will focus on for our new business. Furthermore, digital channels provide an easy access to this market segment. Our actual result was already inline from what we anticipated, however since we have a limited budget, to have very effective launch, our focus will be on mobile app for our channel, since it brought better number of customers. Moving forward, our team will move to launch the product within limited cities and number of customers to serve. This limitation is set in order to get more insights on the credit assessment model which needs to be fast, yet still cover the risk of unpaid customers.
Approach
Given that our team has already gone through several design thinking activities/tools and are at this stage, the learning launch is the appropriate tool. As previously mentioned, our team needs to review the credit assessment process to have faster, yet safe to minimize risk of unpaid customer during the upcoming launch. Future next launch, we are expecting to be closer to full launch condition of the product itself.
|
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21,327 |
Learning Launch
Challenge
I work in a renowned Law Firm known nationally and internationally for 15 years, I work as a senior billing and collection analyst, my challenge is to improve the delivery of requested jobs internally and externally within the department, in order to increase the result in billing goals. In addition, I also have the function to inspire professionals who are below my leadership, I can say that this is the biggest challenge to be overcome, because reconciling financial goals to be delivered in record time and leading a group of 7 people is not an easy job, considering a scenario with a lot of psychological pressure and speed of reasoning to deliver all tasks with innovative and effective solutions. My goal is to empower all those who are led to be ready to meet any type of problem from simpler situations to greater complexity in a short period of time and with innovative solutions. The scope of our project based on the 9 members of the team, considering part of the team: I, my coordinator and the 7 led, is to serve the largest number of internal and external clients, issue invoices for attorneys' fees to customers and at the same time collect outstanding payment invoices reaching the weekly goals set by management. We will try to find out what are the flaws considered by each team member with regard to the solution and agility of problems.
Selection
Our team has never gone through design thinking activities/tools, so we'll have to adapt to try the learning tool. It can be concluded that this tool is a quick test design of an idea and an approach model.
Application
For the first learning release, our focus was on structuring and performing all daily tasks in order to reconcile with all intermittent requests. With this, we would be able to see the volume of daily work demand added to the services also interspersed daily as urgent. Through the data, we could structure each task more effectively taking into account the time that each activity demands. The team was assembled so that it could expose its main pains and also of customers during the journey. From this information, we were able to understand and apply some specific training to train professionals more agile and ready for all kinds of challenges whether complex or not.
For the second learning launch, our focus was to put into practice and learn how to manage time according to daily tasks, in order to complete daily all activities mitigating any type of error and lack of service on the part of the operational team.
Insight
Considering the application of the learning tool, the team was able to identify that many tasks developed by analysts, for example, could be delegated to the assistants and billing assistants in order to gain more time for more complex activities, follow with the flow of billing and daily billing and daily visits with new problems to be solved. This made the work agile and opening spaces so that people could better understand their individual activities, as well as giving opportunities for them to expose innovative ideas and forms with respect to tools to be used in everyday life that facilitated the work.
Approach
Although our team never went through a design thinking approach, the learning technique was an appropriate tool, as it was a way in which everyone had the opportunity to stop and reflect on their daily tasks, be able to identify what takes more or less time and thus offer innovative ideas for problem solving, either through the delegation of tasks , or through new software that can help to agility at work. This served as an idea for future and challenging projects for our IT team that will be responsible for developing software or bringing market practices to make work faster, with an effective and complete delivery to our internal and external client, highlighting the achievement of financial goals.
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21,329 |
1. Challenge: Describe your challenge, including all relevant information.
I have worked for telco companies for many years. Now I am responsible for enterprise marketing department and struggling seeking new sources of revenue. As you may know, telco is experiencing hard times – main revenue is going down due to OTT services such as What’s App, Viber, etc., competitors actively dumping, and market leaders try expand the business, going into adjacent markets – IT, BidData, IoT, etc.
My hypothesis is that online-education offered by telco may become an additional revenue stream and quite successful direction.
2. Selection: In your own words, briefly describe the tool you selected (e.g., what it is and why you
selected it for your challenge -- including any appropriate video lecture references).
I have selected the learning launch, cause the niche is completely new for us, it is hard to be estimated (cause the online-courses substitute live trainings, but the research might become a waste of time as we need to provide the real platform and real user experience to ask people will it be useful for their business. But we can launch the service in a safe mode to test and collect the feedback.
Other tools also might be useful – we can create the mind maps and use the storytelling to explain customers how we decided to go into this particular market, but the main tool will be the learning launch.
3. Application: Describe how you applied the tool you selected to your challenge (e.g., what you did and
how the tool was applied effectively or ineffectively).
At the first stage we can become an agents of the existing online education provider – to launch sales and collect the first feedback. The cost is almost zero, but we will have full experience with new target audience and new product.
Second stage – white label. We become a partner, launch marketing campaign, sell a lot and collect the feedback.
Third stage – create our own platform, taking into account all mistakes and customer needs.
4. Insight: Describe the insight you gained from applying the tool you selected to your challenge (e.g.,
how an insight affected your thinking about the challenge and about design thinking more broadly).
As we are still in process, I can just guess. We will definitely get a lot of information related the preferred topics, learning needs and trends, segments with hard and lite consumption.
5. Approach: Describe what you might do differently next time -- applying the same tool you selected or a
different one -- and the reason(s) why.
As we are still in process, I suppose, I should answer this question later 😊 Hypothetically, I think that combination of technics will be the best option.
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21,332 |
Story telling
Challenge and Selection:
The tool I am using for this assignment is Story Telling. Story telling describes the social and cultural activity of sharing stories. It is the strong tools which will help others to understand the one wants to tell or make them understand. Storytelling will make others understand the things and get good knowledge. Examples I would give is in schools children’s are interested to lessen to the class when the stories are told to them. Childrens are very interested in telling the stories what their parents told to them. They give more interest to the stories. Stories will help the children to remember and give good knowledge and moral ideas to them. Storytelling is a very important tool which is selected by all to get attention of others. Storytelling is not an easy task, as all are not good in the storytelling and may not be able to express what they want to tell. I have selected theis because it’s an easy way to attract the students. They can get knowledge on different stories and incur good things in life. Stories will make the people change in their life.
Application
I would apply the storytelling method with the following points:
• Story telling is a best way of getting attention of the children’s. Children’s will be
interested in lessoning to the stories.
• It will help to get good knowledge. Storytelling gives moral thoughts and good ideas to
have best ideas.
• Storytelling will help in remembrance. When the story is told to the children’s they will
remember it in an easy way.
• Storytelling will build confidence in speaking. It will make the children’s to have
innovative ideas to be expressed in an easy way.
Insight and Approach
I would give my insight that Storytelling is a very important tool and it’s an efficient one. It will be difficult to lesson for the classes. The children may not lesson to the lessons done. Storytelling series will get more attention. The will concentrate on that. They will be attracted to gain knowledge as well as they will be remembering the stories which are told. Storytelling builds their speaking skills and gains knowledge on different fields.
Stories are liked by all and the people will be more interested towards this. Storytelling will not only help the children but others also. It can be applied in the class itself. Making each person to tell story for five minutes. It will help them to build their confidence. There will be more creativity involved in it. Gets more knowledge on different field. It builds memory power. Stories will be remembered by all very easily.
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21,335 |
Challenge: I work in a large financial organisation with global presence. Due to the sheer size of the organisation, work was distributed geographically across front office (FO), middle office (MO) and back office (BO), Over the years, there were multiple changes and transitions of varied work and thus back office lost the very essence of their ultimate objective of customer delight as they had started working in silos not concerned about how their job ultimately impacted the front office in providing exceptional services to client. While at the same time front office staff were only driven by customer requirements and unaware of the sheer volume/ size back offices was dealing with and therefore they needed the cushion of service line agreements (turnaround time) for each request. Front office had only one complaint (BO responses are late and they only say response is within service line agreement). I embarked on the journey with the objective to enable seamless synchronisation between the Front and Back offices thoroughly designed end to end service blueprint to enable the team to serve their customer better.
Selection: For the selection process, I realised that there is a lot of information available and I would be required to connect the related information and hence chose visualisation tool. I realised it will help to have all ideas on the drawing board and then I can attempt to categorise the possible themes out of areas of concern. Visualisation would help structure information, help better analyse, comprehend, synthesise and generate better ideas.
Application: Step 1: It was critical that I brought all the 3 groups together (FO, MO and BO). Post collecting multiple existing artefacts an initial workshop helped to at first understand and map the existing processes and the corresponding MO and BO support processes. This was done via drawing the stakeholder mapping, personas, designing the user journey and value proposition mapping. Once the knowledge was accumulated and the information about how the process works in the current ‘As Is’ condition at FO, MO and BO. Using a little bit of mind-mapping technique and use of post it’s and visual representation, it was put in the form of a visual step by step graphic process. Step 2: The next step was to co-create the target/ desired process. We had a dedicated workshop focussed on designing how the process should function in an ideal world. As we started ideating on how the service could be designed into a desired state of seamless coordination between FO, MO and BO. it was imperative that we also identified and priorities problematic areas with the areas of opportunity. We used post-its, white boards and charts to initial manually redesign and came up with service blueprint with end to end diagrams that visualised the relationship between various service components - people, props and processes that are directly tied to touch-points in a specific customer journey,
Insight and Approach: We were able to come with a final version of service blueprint using visio and mire. It turned out to be helpful for the organisation to comprehend and have a holistic understanding of its services and the underlying resources and processes that makes it possible. It pin-pointed dependencies between the employee facing and customer facing processes in the same visualisation and was clearly able to highlight 5 steps which were redundant and non-value adding. This helped in identifying pain points, optimising complex interactions and ultimately saving money and time for the organisation while improving the customer experience. It helped align FO and BO systems to attain optimum process flows and journeys for an enhanced user experience for both employees as well as customers.
To conclude, this was once of the effective conclusion in alignment with stakeholder expectations and since it was co-created it resonated with all the parties involved. I would use this powerful tool in my upcoming transformation engagements because I strongly felt it is easier to explain someone visually, the power of retention and validation of whether something is relevant/ irrelevant is way faster and efficient. As I reflect upon what could I have done differently, there are clearly 2 themes that emerge: First, engaging with only business was perhaps not the best thing and engaging with Technology folks would have expedited the process and second, representation of both ‘As Is’ and ‘Desired’ in a single view for quick comparison and validation of each step.
|
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21,337 |
Challenge
The challenge that South Bay Christian School, the organization I work for, had to face was that of a new strategic cycle. Tata Group is a public organization where processes are very important. We had to challenge the organization to move beyond what the procedures say. It was necessary to work in new formats, to get out of the way we had been working in order to take on the new challenges of the strategic period. Selection For this we chose a work methodology based on visualization techniques. The selection of this tool was because I had seen its capacity in action. I was struck by the tool's ability to build a common vision. And that was the central part of the challenge, to be able to share a strategy for the following years. Aplication The first thing we did was to visit the mission of the organization, the mission is what we are, what we should always do. Then we refined the vision, the vision describes what we want to be, what we would like to change, improve, strengthen in the following years. And finally we did a great job in the discovery of South Bay Christian School's values, values on which to leverage our strategy, to have clear what are the capabilities and culture of our organization to be able to respond to the remains of the new strategic plan.
Insight & approach
For the definition of South Bay Christian School's values, the participants chose South Bay Christian School's stories, telling them and identifying the values that were behind these experiences and stories of South Bay Christian School. Through these stories, we identified a series of values that made up the three fundamental polarities of an organization: that which has to do with what is internal to the entity, that which is related to its service (in this case the clients) and that which is related to the environment, to society. From there, we decided that South Bay Christian School is defined by
10 fundamental values:
"Teamwork", "Sustainability", "Identity" , "Innovation" ,"Trust and security,"Proximity and commitment to the client" ,"Providing the best solution", "Transparency", "Doing it in collaboration with","Gender equality"
Next time, in addition to using these tools again, I would like to have people in
our organization trained in these techniques so that we can use them with our customers and explain them to them.
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21,342 |
Visualization Challenge & Selection The first tool I used was the tool of Visualization, or Visual Thinking, to achieve a shared understanding of a problem and the challenge that we were going to address was about how we might help people to drink a sufficient amount of water on a regular basis to have a good health Selection Visualization is about using images. It’s not about drawing; it’s about visual thinking. It pushes us beyond using words or language alone. It is a way of unlocking a different part of our brains that allows us to think non-verbally, When you explain an idea using words, the rest of us will form our own mental pictures, usually informed by our training. When you say, “We need a new growth platform,” the IT specialist sees servers and code and the marketing guru sees an advertising campaign. If instead you present your idea to us by drawing a picture of it, you reduce the possibility of unmatched mental models. The first tool I used was the tool of Visualization, or Visual Thinking to make a possible solution. For making a plan how we can feed everybody in the world. I selected visualization as a tool to solve the problem which I was going to address as it was very complex and based on many thoughts that in a day people don't drink a sufficient amount of water. Insufficient drinking of water leads to many affects on our body and our daily routine. Families who struggle with insufficient drinking of water consistently go without the nutrients their minds and bodies need, which then prevents them from being able to perform their best at work, school or to improve their lives. Application I started the process by closely observing the peoples who is affected by insufficient drinking of water and it affects to their routine. Started to draw scribbles on a blank sheet of paper. I took help from my teammates and drew in the sheet whatever problem we thought to be a problem of insufficient water drinkers . We took some volunteers and gave them sheets to draw their notion on how we can feed people who are suffering from water loss in their body. The drawing format was 11” X 14” tracing paper. This size provided a compromise between smaller formats where often it is difficult to explore details, and larger formats that are difficult to fill. In the initial phase team members and volunteers were challenged to move beyond single solutions and explore a broad range of opportunities. The next phase was to transform loose concepts into a meaningful design. This was achieved through the construction of more accurate visualizations and sorting down the same points that the volunteers expressed through it which communicated a clearer intent using tracing paper overlays to develop the design. Soon people were able to visualize the problem they needed to work on or the area they were facing. The final deliverable was a detailed drawing of their thoughts on problems faced by lack of food and some sort of ways to overcome it. At last we found out the complete
evolution of our concept on the way the problem needed to be addressed. There are areas we need to gain data like the number of people suffering from water loss in their body everyday and how we can provide them at least their healthy basic meal everyday by building up a community where people can help them. INSIGHT AND APPROACH By conducting this exercise with several groups I learnt that drawing or designing graphics incorporates a person or a group of people essential feedback. Which stands is important for reinforcing their understanding of the problem they are working to solve, the more precious aspect of the activity is the shared insights and shared learning that occurs while they are working to define their problem space. The graphic gives the diverse group of teams a focal point for discussion that allows them to share their perspectives and develop insights into which helps to find root causes of their problems more efficiently and in an enhanced way. Where they could create the graphic from a blank slate in a collaborative manner, and a more easy way to view their points they need to cover. People can quickly identify where they are in the graphic or if there is something missing and can more quickly gain new insights about relationships between key entities instead of taking time to identify them. A team working on a problem can also identify variables in the problem space, that is, it helps them to identify what they don’t know, in what areas they need to obtain information and work accordingly to gain data and pave their way to sort out the problem in a design thinking approach
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] |
21,344 |
Challenge/Selection. The design tool that I will describe is Visualization. Recently, while
taking this Design Thinking course, I was interviewing for a new job with a successful startup
technology firm looking to disrupt the personal finance and life insurance industry. My
challenge was that I was asked to design a product or product feature based on call center
data that I had been previously asked to review and analyze. I could only use words to
communicate my idea. Without the ability to draw images or use pictures, I deployed guided
imagery for the reviewers to envision the possibilities of my product feature. I wanted to bring
its value proposition and processes to life and used descriptive words and actual example
sentences that call agents would use with prospective customers.
From the call center data, it was clear that a key opportunity for this company was to
increase the persistency of life insurance sales. Within a month of confirmed sales, 60% of
their sales lapsed – in other words, customers who had committed to pay ongoing premiums
stopped paying premiums within a month. I set the stage for my visualization to imagine the
“what-if“ of substantially increasing persistency rates that would in turn support three goals:
(1) increasing the value of new sales by agents; (2) ensuring the right products were sold to
the right customers; and (3) attracting life insurance carriers to join and keep their policies on
the startup company’s platform.
Application. I wrote the following introducation paragraph for my visualization in my submission:
My idea is to create the “Caveat Emptor, ROI Constructor“ product feature and incorporate it in the agents’ sales call process as a visualization exercise for the prospective customer. Much like call centers use recorded surveys at the end of a call for a customer to answer a few binary or rating questions to measure satisfaction, the “Caveat Emptor, ROI Constructor” feature would be introduced to the prospective customer by the agent at the time in the call when the customer is strongly considering making the purchase. The agent would introduce the feature as a next step for the customer. For example, the agent’s introduction might read: “At this time, to help you in your decision-making process, we want to ensure you will be satisfied both today and in the future about this purchase. I will have you listen to a very brief survey. You will answer questions to help you visualize how you will feel about this policy and your purchase decision. After you are finished, we can discuss and complete this call, and hopefully to your satisfaction.”
I went on to guide the reader through the steps I imagined the prospective customer would
be taken through as a part of this product feature idea. And then I summarized how my
visualization leveraged the teachings of behavioral finance by getting prospective customers
to imagine their future selves. I described how the tool would guide them to tap into their
future selves to make a purchase decision that is more thoughtful and addresses up front
that common feeling of regret many of us have after the dopamine wears off from the
moment of making a purchase.
Insight. The visualization tool got me to use “right brain” thinking by identifying, organizing
and communicating clearly a product idea. It helped diminish my natural tendency to focus
on “left brain” thinking about numbers, sales targets, penetration, etc. Working within the
limitations that I could only use words to describe my idea, I tapped into concrete examples
of language that brought to life the actual transcript I might consider using in my product
idea. For example, by walking the reader through my example questions to the prospective
customer, I got a much better feel for how to make my visualization effective. As a part of
my visualization exercise for prospective customers to do, I imagined and then wrote:
Visualize paying the monthly premium amount of $xxx for yy years. Visualize how you will make these ongoing payments to keep your policy active. Is this premium amount realistic for you to make every month? Answer 1 for Y or 2 for N • Because you answered Y, would you consider a need to pay more per month in order to provide more life insurance coverage for the recipients? Answer 1 for Y or 2 for N; OR
• Because you answer N, you might consider a lower monthly payment amount for less life insurance coverage and the agent on this call can help you.
Had I not done this, I would not have gotten the sense of real possibility that my idea could
have. The other critical insight that I got is that the visualization tool in the design thinking
practice can not only benefit a company trying to focus on new product development, but
also can help customers to visualize and strengthen their relationship with a product, service
or company.
Because of how I performed on this assignment using what I learned from the visualization
tool of design thinking, I was offered the job. I was also told that I had submitted the best
response the company had ever received for this exercise. And I believe that tapping into
my “right brain” creativity to imagine and articulate a “what-if” scenario in a thoughtful fashion
brought my value as a possible new employee to life.
Approach. One thing that I might do different with this visualization is to recognize that most
business audiences are going to be suspect of a tool that is almost exclusively “right brain”
oriented. I think one of the key take-aways from the course is to take care not to overtly call
out design thinking and to integrate the concepts with other “left brain” metrics that business
people expect. So, one thing that I would add to my visualization tool is to describe the
“desired-results-what-ifs.” In other words, without making any specific commitments, I would
offer the metrics I would want to track following the release of my product feature idea. By
focusing on the potential business outcomes that link to growth, profits, customer
engagement and employee retention, I know I would have a better chance of generating
excitement and buy-in from executives who are responsible for delivering on these types of
metrics.
|
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] |
21,345 |
Reflection :Visualization
Challenge
This February prior to epidemic, I have completed my first ever 10k marathon run without any formal training with huge physical and mental challenge. As I completed my run beyond stipulated time, I realised the importance of regular fitness training for maintaining acceptable level of fitness. After the run during our casual conversions with my friend (Arvind & Suresh) who are seasonal runner, we released that there is a need for professional fitness training and people are willing to pay for it given that convince of time and space which needs to be much more customised than heavy duty gym. During the award ceremony later in the week I meet with Ravi, professional athlete & seasoned ultra-marathon runner who trains people to prepare for marathons and Ravi also trains at education centre where school hires his certified trainers (“Ravi & Co”) service to provide physical fitness training to student in school a part of curriculum. The problem Ravi shared was that its really tough for his team to maintain roster manually and assign trainers to school and doing all activity tracking, performance data monitoring, onboarding schools, trainers, preparing training curriculum and calendar events etc. Ravi mentioned was that he and his trainers are used to host outdoor training events at public space like Parks and podiums where individuals can join to get trained, provide personal fitness trainer at home apart from conducting marathon focused group training. For all these Ravi & Co needs a product solutions which makes it easier for people to collaborate online using phone application for finding professional trainer for personal fitness training at home location, conducting group training sessions, onboarding new trainers, automated allocation of trainer based on geo- location.
The challenge was to come up with something which is not yet available or anyone had experienced before. Yes, we have training facilities at Govt. athletic stadium or other institutions like olds school private gym. Those are primarily focused on qualified state, sponsored athletes or for body builders, seasoned fitness pro who works out with mostly weights. So this is a kind of potential new market for all of us, with rapid consumption of smart phones, smart watches, fitness gadgets and corporate sponsored fitness events and increased awareness around personal health and fitness thanks to omnipresent social media in this digital age.
Selection
Visualization is the transformation of information data in our mind to images that we see, either literally with our eyes or figuratively with our own imagination. I choose Visualization technique to stich the scattered ideas into a meaningful story that can be correlated to a vivid use cases. This design thinking tool helps to translate the ideas into tangible and concrete user experience flow. With Visualization, risk of running into unmatched design understanding is also less. Since there are multiple stockholders to involved, with visualization we can develop shared visual perception about the basic building blocks of the feature set that we want to develop. When discussed the problem statement each one of us had developed own imagination with respect to the probable solution, visualization technique makes it much simple to agreed up shared understanding.
Application
During What is phase we had lengthy discussions on the specifics of problem statement and consumer (Ravi& Co and retail user ) journey and took lots of notes, observations, comments to piled up. Next we processed all those comments, observations and make documentation of things that really matter towards solving the problem, for example how to do background check on newly onboarded professional athletes as fitness trainer ? how to keep check on the attendance of trainer visiting a school assigned to? With Visualization technique we also come up with new concepts like pay as you go for individual sessions rather than monthly subscriptions which one may not be inclined to commit for. In What if we came up with ideas like integrating fitness tracker data (Fitbit, Apple Watch or other smart watch) along with the platform to give a dashboard visualization to each end user trainee. We used a notebook to draw sketch and depict the visual story which were sequence of events for trainer and trainee and calendar event. Using rectangle to develop the context, stick figures to represent each persona and speech baubles to capture their mind and thoughts. From the insight we got from our extended discussions and observations we develop three main persona – Professional trainer, Retail user, and School authority. With these three persona, I asked them two top most important use cases for each persona type to recommend. Once we had the total six use cases within half an hour, we did brain storming next half an hour to prioritised them according to the importance of each one with respect to current state of business to eventually we figured out our most viable product feature set. Features that are most important and user is ready to pay for it.
Insight
Using Don Roam’s who, what, how, much, where, when, how and why we break down the challenge into multiple components. Then created visuals of each component and shared with Ravi and his trainers who are ultimate users (trainer) which resulted a consumer validation of the tangible concept that works. Asked them couple of key questions – who & what else is missing in the visuals? The feedback received was enlightening to us like, school/organisations works differently compared to individual clients while engaging with fitness trainer. With the graphical presentation each user group type was able to share their perspective and potential loopholes in the offering solution. Visual walkthrough helped us to figure out the most obvious thing but least focused area of customer (retail user, school authority, trainers) satisfaction and addressing any of their concern regarding training schedule, trainer quality or any other operational issue. This give us the most important insight into user retention on the platform. We were able to refine more on areas which were highlighted less in initial discussions, customer service or grievance redressal. By applying Visualization tool we also understood our assumptions that each persona uses same technologies was incorrect. While school administrations are more inclined towards using a desktop Web version of the application whereas retail users and professional trainers prefers smart phone application, this is based on the available data set. So we have to develop the solution for both platforms one native app for smart phone and web version. We figured out that there should two kinds of interface one for the retail end users and other for business user like system administrator who can maintain, monitor and develop the program roster which is done manually by Ravi.
The last but not the least important thing came out of this exercise was Personal Data Security. With visualization of user data generation and storing of user profile and other financial transactional information it unfolded another dimension to our original problem statement to solve the issue of profession fitness trainer using technology. This is something Ravi & Co completely unaware of, hence we needed to rework on our prioritization of tasks and process. This is conjunction of internet technology, professional fitness services and legal compliance of user generated data which needs to be curated according to the Govt. rules and regulation. This resulted in adding legal provisioning to our original concept.
Approach
Visualization tool did a great job for us to get into the field where we hardly had any kind of insight. This exercise helped immensely to understanding the nitty-gritty of professional fitness training regime and kind of solution offering required and trad-off using technology. Visualization tool makes it so simple to transform ideas in our mind to whiteboard for developing a new concept here. For next time I would like to apply Launch learning tool to test the concept with actual end users demonstrating their interest. Does developing an smart phone app bring value to them ? Does it makes life easier for some who wants personal fitness trainer at home? Do they use it the way they said they would? We need responds to those questions before we commit to build the scaled new offerings. With set concrete limits on key variables, such as time, targeted audience, geolocation, features, and partner organization like school and others, we need to choose an initial constrained launch before going full scale.
|
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21,346 |
Reflection – Visualization
Selection
The best tool I have found for getting to shared vision and agreement on the problem space and scope is Visualization. This has helped me with diverse groups with different backgrounds and experience to better understand the problems and challenges before trying to define a solution. I work for a large software and hardware company in identifying technology innovations for customers and employees interacting for sales and customer service experiences. I have used the technique of starting with a general description and then working with the group to further refine the existing journey.
Challenge
In the particular example I will describe below we were creating a virtual experience for something that we currently delivered within our retail store. This experience was for helping customers set up and get familiar with their new hardware purchase. The experience we were trying to create was to take the same great experience that customers loved within our store but allow them to have the experience in the comfort of their home or office.
Application
I started the process by creating a quick journey map of the the high-level current store experience to ground the group of the start and end of the experience we are addressing. I drew a simple journey map on the board with points of each step in the journey. I was very careful to keep it generic and not imply anything about customer feelings or opinions about the current experience. I added pictures from our retail stores of customer going through the experience. This brought the experience to life for the group. This is similar to what “The Good Kitchen” used to help them understand what the employees and elderly were going through not just from a functional perspective but also an emotional perspective.
At my company, creating an emotional experience is critical to the overall customer experience and journey mapping helps with that process. It allows for us to take the base high-level experience and continue to drill down with details so that everyone can share their perspective.
We took the initial journey map and I asked questions about each step to further refine exactly what both the customers and employees were doing at each step and what emotions they were experiencing as they went through the journey. This was helpful to allow everyone to participate and have their feedback heard. I use sticky notes for this purpose so that we could later categorize them into logical groups as described by Angela Meyer in the course video.
Insights & Approach
One difference from “The Good Kitchen” example is that we do not normally conduct customer focus groups or talk to customers. We depend on our vision of the experience and creating what we want the experience to be and then sharing that with the world. It has proven to be a successful approach. I have used ethnographic research at two previous companies and found that to be useful when applied to better understand the problem. At a previous software company we called them “follow-me home” experiences which allowed us to see the customer
use our products in their home or office and see first hand the challenges they had in using the products and have a dialogue about them.
That was one of the insights from this approach was that while we could use the gathered customer feedback and our opinions about the experience, we really only had a partial picture as we did not talk to customers. The other insight was about gathering input from a diverse group of employees. We were all to have many different internal perspectives on the journey which helped us form a fuller picture of the current experience to use as a baseline as we moved through the design thinking process. I found this to be a successful approach and everyone walked away from that session with a very good understanding of the current experiences from several perspectives not just functional but emotional as well. I have used this approach for several other projects and found it to be a great tool for getting people on the same page.
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21,349 |
The team I am part of working at an IT services provider is responsible for providing transformative solutions to Enterprise customers. We frequently experience challenges that significantly impact customer experience and satisfaction when we need to bring disparate cross- functional together to deliver customer outcomes. This problem is largely caused by each team’s offerings being developed in a silo, so we decided to tackle this challenge by working with the main teams involved to create an integrated holistic view of the customer journey.
The challenge space was very broad and complex with a lot of overlaps between the various technology and consulting domains expected to be identified. As a result, we decided to leverage mind maps as a way of getting the information into a visual format from multiple stakeholder’s perspectives so that we could begin to analyse and brainstorm as a group to tackle the problem.
Firstly we created a basic structure as a mental model for each team that spanned the generic sales and delivery phases of the customer journey. We then asked each team to use this as a loose structure from which to develop a mind map of their technology or consulting domain products and services. We then came together as a group to review these collectively and leverage the insights gained to develop the integrated view of the customer journey.
The insight gained from this process was highly valuable. Firstly, it helped to raise awareness and appreciation of the broader team capabilities cross-functionally. Secondly, it visually highlighted the areas where there were synergies, overlaps, or nuances related to the different technology & consulting domains that allowed connections to be made that wouldn’t have been obvious without this process. Lastly, it was the first time the teams could see visually how their disparate products/services could be integrated better to deliver holistic outcomes and customer value in the form of a customer journey map.
Mind maps were a very effective tool at the heart of this exercise. There were two areas identified for improvement should this be performed again. Number one was identifying ways to include actual end-customers in the process to get their feedback and “voice of the customer” so that it isn’t just an internal exercise. Number two was we identified the need to include business analysis and process engineering expertise in the group exercises so that we could better capture and implement the required changes, as there were a significant amount of change initiatives identified.
|
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