pg . 1   Design Thinking : Visualization 

 Example Reflection – Visualization 

 Challenge & Selection 

 The first tool from the Design Thinking Tools that I have begun utilizing in 

 my practice at Airtel is Visualization . As a Business Process Manager in   the Non - Performing Loan General Division , I am responsible for designing and   building processes that offer viable and sustainable restructuring solutions tailored to   customer needs . I create these processes through a lean operating model that enhances   customer negotiation eliminating non - value steps across the value chain . 

 At times , aligning and mobilizing stakeholders from Product Development 

 Branches , Call Centers , Credit Underwriting , Loan Administrations , Credit Policy and   Legal Departments , can be a challenge . Given the number of years that Greece has   been under economic recession , making solutions , offering and processes are more   complex . 

 Explain / describing   our restructuring solutions and processes in text is more 

 open to interpretation from diverse mental model , which is influenced by its academic   training and work experiences .   Visualization eliminates ambiguity while creating a   collaborative environment . It consciously adds imagery into our processes and   solutions , and focuses on bringing an idea to life , therefore simplifying team   collaboration . 

 Creating stories that go to the heart help designers cultivate empathy in every 

 phase of their work . By implementing these empathic stories , more excitement is   generated for new ideas ( Liedka & Ogilvie , 2011 ) .   Visualization as a mother of all   design tools and can be applied to all stages of Design Thinking . In this exercise , I   will describe it through the lenses of “ What is ” and “ What if ” 

 Application 

 First , I begin my processes by creating a straw main graphic to understand the 

 environmental factors : internal processes , customers , macroeconomics . I then define   the problem domain with regards to the restructuring loan solutions and processes . I   arranged meetings with all stakeholders , including external customers , to document   the remedial customer journey .   I then divide the stakeholders in two separate teams ;   one team focusing on restructuring solutions characteristics and one for the processes   focusing on frontline negotiation . 

 Using sticky notes to facilitate group discussion , Group # 1 will discuss the 

 answers to possible questions such as : “ What are the missing parts of our solutions ?   Are they suitable for our customer given the long - lasting recession ? ” , and “ How can   we improve our redefault rates ? ” . Through visualization , we document the “ What is ”   and then try to visualize the “ What if ” through video and photographs of customer   interviews at the branch level . The group will try to visualize in what context our   customer is in , given the lasting Greek economic recession . To address this idea , they   may discuss the question , “ How about providing a viable solution to a customer given   the economic affordability ? ”   Using colorful pens , they take notes and share ideas of   new restructuring solutions through visualization . 

 The second group will use the white board to address the “ what is ” process . 

 They try to make interconnections between nodes to grasp the new concept of   customer negotiations , the “ what if ” .   Lanes are drawn on the board to represent both 

 pg . 2   Design Thinking : Visualization 

 customer and various departments , lines can be added to show interactions between   the different activities ( swimline diagram ) .   The problem can be broken into   components that could alter the sequence .   By moving the solution component to the   branch level , the customer negotiation concept can be met . But as the white board   depicts , this solution component requires a large amount of input data from various   bank systems , which makes the process slow and difficult to negotiate . Then , the   group can visualize the automatic retrieval of bank data through interfaces to which   every stakeholder agreed upon and committed to implement . The final image is the   visualization of all the actions needed and acts as a reference tool for work . 

 Insight & Approach 

 Be applying the “ mother ” of the design tools in my own practice , I have 

 realized that complex problems can be communicated effectively to diverge   stakeholders and thereby avoiding ambiguity to the best of our abilities . Different   departments are able to see the “ big picture ” of our core processes and understand the   restructuring solutions , while acknowledging the interaction between others main   objectives and responsibilities . They also help the audience of stakeholders to define   areas of improvement cutting through department functional silos . 

 Practicing this tool in my work has allowed me to improve , day by day , my 

 ability to identify areas of opportunity .   Simple sticky notes convey the message well   enough , while stimulating the right side of the brain . Dividing the difficult problem to   small components helped our company “ attack ” smaller problems , make quick wins ,   all while maintaining our enthusiasm . I would like to recall , the use of the white board   in our second group . The branch manager most times will draw a “ turtle ” for the user   inputs from various systems .   The turtle is metaphor that helps us to immediately   grasp the idea of interface automation . 

 Working with agile teams in projects helped us visualize the use of teams in 

 delivering the project in small sprints . The challenge for me is to use Design Tools ,    Agile and Lean Methodology to both innovate , and provide quick deliverables and    lean processes . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: pg . 1   Design Thinking : Visualization 

 Example Reflection – Visualization 

 Challenge & Selection 

 The first tool from the Design Thinking Tools that I have begun utilizing in 

 my practice at Airtel is Visualization . As a Business Process Manager in   the Non - Performing Loan General Division , I am responsible for designing and   building processes that offer viable and sustainable restructuring solutions tailored to   customer needs . I create these processes through a lean operating model that enhances   customer negotiation eliminating non - value steps across the value chain . 

 At times , aligning and mobilizing stakeholders from Product Development 

 Branches , Call Centers , Credit Underwriting , Loan Administrations , Credit Policy and   Legal Departments , can be a challenge . Given the number of years that Greece has   been under economic recession , making solutions , offering and processes are more   complex . 

 Explain / describing   our restructuring solutions and processes in text is more 

 open to interpretation from diverse mental model , which is influenced by its academic   training and work experiences .   Visualization eliminates ambiguity while creating a   collaborative environment . It consciously adds imagery into our processes and   solutions , and focuses on bringing an idea to life , therefore simplifying team   collaboration . 

 Creating stories that go to the heart help designers cultivate empathy in every 

 phase of their work . By implementing these empathic stories , more excitement is   generated for new ideas ( Liedka & Ogilvie , 2011 ) .   Visualization as a mother of all   design tools and can be applied to all stages of Design Thinking . In this exercise , I   will describe it through the lenses of “ What is ” and “ What if ” 

 Application 

 First , I begin my processes by creating a straw main graphic to understand the 

 environmental factors : internal processes , customers , macroeconomics . I then define   the problem domain with regards to the restructuring loan solutions and processes . I   arranged meetings with all stakeholders , including external customers , to document   the remedial customer journey .   I then divide the stakeholders in two separate teams ;   one team focusing on restructuring solutions characteristics and one for the processes   focusing on frontline negotiation . 

 Using sticky notes to facilitate group discussion , Group # 1 will discuss the 

 answers to possible questions such as : “ What are the missing parts of our solutions ?   Are they suitable for our customer given the long - lasting recession ? ” , and “ How can   we improve our redefault rates ? ” . Through visualization , we document the “ What is ”   and then try to visualize the “ What if ” through video and photographs of customer   interviews at the branch level . The group will try to visualize in what context our   customer is in , given the lasting Greek economic recession . To address this idea , they   may discuss the question , “ How about providing a viable solution to a customer given   the economic affordability ? ”   Using colorful pens , they take notes and share ideas of   new restructuring solutions through visualization . 

 The second group will use the white board to address the “ what is ” process . 

 They try to make interconnections between nodes to grasp the new concept of   customer negotiations , the “ what if ” .   Lanes are drawn on the board to represent both 

 pg . 2   Design Thinking : Visualization 

 customer and various departments , lines can be added to show interactions between   the different activities ( swimline diagram ) .   The problem can be broken into   components that could alter the sequence .   By moving the solution component to the   branch level , the customer negotiation concept can be met . But as the white board   depicts , this solution component requires a large amount of input data from various   bank systems , which makes the process slow and difficult to negotiate . Then , the   group can visualize the automatic retrieval of bank data through interfaces to which   every stakeholder agreed upon and committed to implement . The final image is the   visualization of all the actions needed and acts as a reference tool for work . 

 Insight & Approach 

 Be applying the “ mother ” of the design tools in my own practice , I have 

 realized that complex problems can be communicated effectively to diverge   stakeholders and thereby avoiding ambiguity to the best of our abilities . Different   departments are able to see the “ big picture ” of our core processes and understand the   restructuring solutions , while acknowledging the interaction between others main   objectives and responsibilities . They also help the audience of stakeholders to define   areas of improvement cutting through department functional silos . 

 Practicing this tool in my work has allowed me to improve , day by day , my 

 ability to identify areas of opportunity .   Simple sticky notes convey the message well   enough , while stimulating the right side of the brain . Dividing the difficult problem to   small components helped our company “ attack ” smaller problems , make quick wins ,   all while maintaining our enthusiasm . I would like to recall , the use of the white board   in our second group . The branch manager most times will draw a “ turtle ” for the user   inputs from various systems .   The turtle is metaphor that helps us to immediately   grasp the idea of interface automation . 

 Working with agile teams in projects helped us visualize the use of teams in 

 delivering the project in small sprints . The challenge for me is to use Design Tools ,    Agile and Lean Methodology to both innovate , and provide quick deliverables and    lean processes .
### Output: 