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 . 


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: 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 .
### Output: 