e - Channel Transformation 

 Challenge 

 I ’m working in The Corporate Credit Product Management at Commercial bank .   Last year , I was   assigned to develop and implement an e - Channel for the customers to perform self - services instead of   walk in to the branch .   We want to get better quality & high speed of services and reduce the operation   costs that were current pain points . 

 Selection 

 I applied many tools along each stage .   To deeply understand the customer ’s pain points , we created   customer journey to simulate what were their expected services .   During design phase , we always lead   to the assumption “ What if no paper based and transform to electronic channel ” . The development   concept was applied for the process of electronic application to replace paper application .   However , we   did not jump to develop system .   We activated several checkpoints by creating prototype and we conduct   customers ’ interview for feedback .   And , we engage our IT team to create the pilot system together . 

 Application 

 When we consolidated all requirements and started development , we split project into many releases .    However , every release combines with basic features and Wow features .   We need a new thing to place   in the market .   Several sessions were arranged to brainstorm among related parties to propose WOW   idea . Further , some parts of customer feedback told about poor post production services .   To close this   gap , I asked my team to create our operational staff journey .   So , from this task , we can see the end to   end process in our organization and we can solve the problem to align with our new design .   We   engaged one partner customer group who needed to go the digital way to closely co - create and launch   the first pilot .   With cooperatively work together , all issues can resolved quickly and got satisfaction from   group of pilot customers . 

 However , we still had difficulties when we rolled out to bank - wide customers .   Changing customer from   traditional way to digital way is always not easy .   At first launch , we found that the targeted customer   was not significantly increasing as plan .   Team had brainstormed and set up the assumptions and find   the way to prove . There were many factors that we did not foresee , e.g. expired user name /password ,   scared for using system and back to walk in to the branch , seasonal base and so on .   After we studied   and aware of those issues , we had created many recovery tasks . One of them , we set up special team to   directly call to customer to seek information and immediately resolve as much as possible . 

 Insight & Approach 

 Now e - channel has successfully launched to the market . I have lesson learnt many things from this   project .   Changing team mindset is first thing need to do .   The management must understand and fully   support . Learn fast , fail fast , cheap , and open mind to get feedback are the key success . The design   thinking tools are very supportive to guide them for a systematic framework .    When team has inspired   and passion to get new better things and management are fully understanding and support , the greatest   outcome can be achievable . 

 By the way , we still have next releases launch to the market . It is the time that learning cycle will start   again . 

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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: e - Channel Transformation 

 Challenge 

 I ’m working in The Corporate Credit Product Management at Commercial bank .   Last year , I was   assigned to develop and implement an e - Channel for the customers to perform self - services instead of   walk in to the branch .   We want to get better quality & high speed of services and reduce the operation   costs that were current pain points . 

 Selection 

 I applied many tools along each stage .   To deeply understand the customer ’s pain points , we created   customer journey to simulate what were their expected services .   During design phase , we always lead   to the assumption “ What if no paper based and transform to electronic channel ” . The development   concept was applied for the process of electronic application to replace paper application .   However , we   did not jump to develop system .   We activated several checkpoints by creating prototype and we conduct   customers ’ interview for feedback .   And , we engage our IT team to create the pilot system together . 

 Application 

 When we consolidated all requirements and started development , we split project into many releases .    However , every release combines with basic features and Wow features .   We need a new thing to place   in the market .   Several sessions were arranged to brainstorm among related parties to propose WOW   idea . Further , some parts of customer feedback told about poor post production services .   To close this   gap , I asked my team to create our operational staff journey .   So , from this task , we can see the end to   end process in our organization and we can solve the problem to align with our new design .   We   engaged one partner customer group who needed to go the digital way to closely co - create and launch   the first pilot .   With cooperatively work together , all issues can resolved quickly and got satisfaction from   group of pilot customers . 

 However , we still had difficulties when we rolled out to bank - wide customers .   Changing customer from   traditional way to digital way is always not easy .   At first launch , we found that the targeted customer   was not significantly increasing as plan .   Team had brainstormed and set up the assumptions and find   the way to prove . There were many factors that we did not foresee , e.g. expired user name /password ,   scared for using system and back to walk in to the branch , seasonal base and so on .   After we studied   and aware of those issues , we had created many recovery tasks . One of them , we set up special team to   directly call to customer to seek information and immediately resolve as much as possible . 

 Insight & Approach 

 Now e - channel has successfully launched to the market . I have lesson learnt many things from this   project .   Changing team mindset is first thing need to do .   The management must understand and fully   support . Learn fast , fail fast , cheap , and open mind to get feedback are the key success . The design   thinking tools are very supportive to guide them for a systematic framework .    When team has inspired   and passion to get new better things and management are fully understanding and support , the greatest   outcome can be achievable . 

 By the way , we still have next releases launch to the market . It is the time that learning cycle will start   again . 

 ---------------------
### Output: 