Reflection - Visualization in Automated Customer Experience 

 Challenge and Selection 

 Our company provides an automation first support and marketing platform . Our clients rely on our consulting team for actionable insights that will improve their customer experience . Clientele range across vertical and scale , our biggest challenge is proving meaningful ROI on contract expansions . The current measurements of value add we provide are high level , clients would like to see us drill down into more granular segments . With such a broad range of clients , it is difficult to determine exactly what interactions bring the most value as they each have their own unique ideas about what is most important . 

 As a part of the exercise of defining “ valuable interactions ” , we opted to collect a copious amount of feedback from our client base . We leveraged our consultant ’s relationships with our clients to have candid and empathetic conversations regarding the value add metrics they ’d like to extract . 

 Our next step was to make a decision on how to segment all the information we would collect . We decided to start with a more general segmentation of the data that would look at the overarching themes to help us identify and define our client ’s needs . 

 To help us synthesize all the information we had collected , we opted to use a Visualization board as a tool since it would help us best understand , interpret and represent our client ’s wishes . 

 Application 

 We leveraged a virtual sticky note board to collect all the information . To kick this project off , we asked each consultant to write down the client feedback they had received - 1 idea per card - and add it to our “ idea generation ” board . Consultants had 1 week to complete this activity . 

 We were then tasked with sifting through the data our client - facing team had collected . For this , we created a diverse internal cross - functional working group consisting of client - facing consultants , product , marketing and data analytics team members . 

 The next step was to task this internal team with identifying themes and patterns from the information collected . To do this , we divided the group into three groups of five and asked each 

 team to identify themes and sort the sticky notes to the corresponding theme . Each group was allotted 45 minutes to complete this . We reconvened for a 1H session to discuss overlapping themes , groupings of the sticky notes and outliers . 

 From there , we created a Kanban board to establish prioritization of the themes identified by our stakeholders . We asked each member of our client - facing team to review the board and upvote the themes that were most important to them and their clients . Client - facing teams had 1 week to complete this activity . 

 This provided us with insight into which areas we needed to focus on as a P1 , P2 , P3 and P4 . Using this prioritization scale , our stakeholders met again to identify the design criteria required for our P1 themes . We leveraged our ICP ( ideal customer persona ) to establish the design criteria for each theme , this helped us to evaluate what the user / client need was and their expected insight ( problem and solution ) . 

 This exercise allowed us to surface themes that drive the most valuable measure of interactions from the perspective of our clients . We were able to generate validated insights which we passed along to our Product team who in turn , produced actionable goals to move the needle . 

 Insight and Approach 

 VOC ( voice of customer ) is critical to product development . Our ability to leverage our first - in - class client - facing team to provide direct VOC statements allowed us to ensure we were focusing our efforts on what was most important . Furthermore , emphasizing to our clients that not only was their feedback acknowledged but actually put into action helped us solidify our client ’s trust . Our ability to empathize with our clients was key to the success of this project . 

 Key improvements we could make going forward would be to create a focus group for the prioritization of the identified themes . Asking all client - facing teams to contribute to upvoting made for a lengthy process , in addition , not all individuals contributed with only ~40 % of client - facing team members participating . By creating a focus group with a diverse sampling of our client - facing teams we could have reduced the turnaround time . 

 Overall , the visualization process was integral to us truly understanding the need of our clients and not making generalizations based on the opinions of a few client - facing / internal stakeholders . Our organization will continue to use design thinking approaches to innovate on our product whenever possible . 


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 in Automated Customer Experience 

 Challenge and Selection 

 Our company provides an automation first support and marketing platform . Our clients rely on our consulting team for actionable insights that will improve their customer experience . Clientele range across vertical and scale , our biggest challenge is proving meaningful ROI on contract expansions . The current measurements of value add we provide are high level , clients would like to see us drill down into more granular segments . With such a broad range of clients , it is difficult to determine exactly what interactions bring the most value as they each have their own unique ideas about what is most important . 

 As a part of the exercise of defining “ valuable interactions ” , we opted to collect a copious amount of feedback from our client base . We leveraged our consultant ’s relationships with our clients to have candid and empathetic conversations regarding the value add metrics they ’d like to extract . 

 Our next step was to make a decision on how to segment all the information we would collect . We decided to start with a more general segmentation of the data that would look at the overarching themes to help us identify and define our client ’s needs . 

 To help us synthesize all the information we had collected , we opted to use a Visualization board as a tool since it would help us best understand , interpret and represent our client ’s wishes . 

 Application 

 We leveraged a virtual sticky note board to collect all the information . To kick this project off , we asked each consultant to write down the client feedback they had received - 1 idea per card - and add it to our “ idea generation ” board . Consultants had 1 week to complete this activity . 

 We were then tasked with sifting through the data our client - facing team had collected . For this , we created a diverse internal cross - functional working group consisting of client - facing consultants , product , marketing and data analytics team members . 

 The next step was to task this internal team with identifying themes and patterns from the information collected . To do this , we divided the group into three groups of five and asked each 

 team to identify themes and sort the sticky notes to the corresponding theme . Each group was allotted 45 minutes to complete this . We reconvened for a 1H session to discuss overlapping themes , groupings of the sticky notes and outliers . 

 From there , we created a Kanban board to establish prioritization of the themes identified by our stakeholders . We asked each member of our client - facing team to review the board and upvote the themes that were most important to them and their clients . Client - facing teams had 1 week to complete this activity . 

 This provided us with insight into which areas we needed to focus on as a P1 , P2 , P3 and P4 . Using this prioritization scale , our stakeholders met again to identify the design criteria required for our P1 themes . We leveraged our ICP ( ideal customer persona ) to establish the design criteria for each theme , this helped us to evaluate what the user / client need was and their expected insight ( problem and solution ) . 

 This exercise allowed us to surface themes that drive the most valuable measure of interactions from the perspective of our clients . We were able to generate validated insights which we passed along to our Product team who in turn , produced actionable goals to move the needle . 

 Insight and Approach 

 VOC ( voice of customer ) is critical to product development . Our ability to leverage our first - in - class client - facing team to provide direct VOC statements allowed us to ensure we were focusing our efforts on what was most important . Furthermore , emphasizing to our clients that not only was their feedback acknowledged but actually put into action helped us solidify our client ’s trust . Our ability to empathize with our clients was key to the success of this project . 

 Key improvements we could make going forward would be to create a focus group for the prioritization of the identified themes . Asking all client - facing teams to contribute to upvoting made for a lengthy process , in addition , not all individuals contributed with only ~40 % of client - facing team members participating . By creating a focus group with a diverse sampling of our client - facing teams we could have reduced the turnaround time . 

 Overall , the visualization process was integral to us truly understanding the need of our clients and not making generalizations based on the opinions of a few client - facing / internal stakeholders . Our organization will continue to use design thinking approaches to innovate on our product whenever possible .
### Output: 