Willian Sanches V – Page 1 

 For this exercise I researched " 2 . Journey Mapping " in combination with " 1 . Visualization " . 

 Challenge 

 I am a member of the Digital Team and the challenge we have is to optimize the process of tax   returns . This process consists of 4 stages : Planning , Preparation , Review , and Approval . The goal is   to reduce your management time by at least 30 % , as well as reducing the cost of the service . 

 This process has an economic impact in two aspects : 

 1 . Penalty for extemporaneous equivalent to 10 % of the tax to be paid .   2 . 5 % penalty in case a correction is required in the declared values . 

 The areas of interest are the Corporate Tax Advisory and Planning Department and the Financial   Operations Department , which are the main actors in the process . 

 Selection 

 For the “ What is ” stage , as seen in the “ The Good Kitchen ” case , the “ Journey Mapping ” tool was   selected to review the process and determine not only the functional but also the emotional aspects   that could impact it . 

 Given that different organizational areas are involved in the process , “ Journey Mapping ” will allow   us to identify whether the improvement aspects are exclusively functional or if there are emotional   Trust issues , among others , that prevent the process from being optimal . 

 “ Journey Mapping ” will also allow us to clarify and identify the needs of the actors in the process   ( clients for us ) , to really know what they want and thus generate the expected value impact . 

 Application 

 The steps that we will follow to apply the “ Journey Mapping ” will be : 

 1 . Select the key officials who execute the process of tax returns and we investigate how they 

 fulfill their functions in the process , their experience during the execution of the activities   to ensure the task . If the activities are manual or automated , if they manage to carry them   out during working hours , if there is pressure or fear given the impact of sanctions , which   motivates or discourages them from their work , among others . 

 Willian Sanches V – Page 2 

 2 . Present our hypothetical vision of the process and its step by step . The process follows four 

 main phases ( Planning , Preparation , Review , and Approval ) . With this format , we hope to   obtain information about the process in five main aspects : Objectives ( Reason for the   Phase ) , Steps ( the activities that are followed in the phase ) , Emotions ( to determine the   feelings of people in the fulfillment of the activities and that may generate delays ) , Time ( to   determine the time required for each activity ) and Cost ( to establish the cost of the activities   of the phase ) . 

 Planning   Elaboration   Review   Approval 

 Objectives 

 Steps 

 Feelings 

 Time 

 Cost 

 3 . Select a representative group of participants in the process , to carry out the pilot interviews 

 on the step - by - step process . 

 4 . Conduct the interview pilot to get the information that was presented in step 2 . It is 

 important to deepen the experience in each step to get the information of what the   interviewees thinks and feels , what they should do , and the time they take to achieve it . To   be able to identify your actions , motivations , and obstacles that come your way . According   to the methodology presented in the book " Designing for Growth " , it is recommended that   the interview be conducted by two people so that the interviewer gives her full attention to   the interviewee while the second researcher takes notes . This step is surely the most   important and profound , since the greatest amount of information must be gathered about   the moments of truth , the detailed steps that are followed and for what , and the emotional   ups and downs . 

 5 . Once the interviews are finished , we can put all of them on the wall and as a team finds the 

 most important patterns and ideas that will be useful for the “ What if ” stage . Something   like : 

 Willian Sanches V – Page 3 

 To build this section I based myself on the book “ Designing for Growth ” . 

 Insight&Approach 

 The “ Journey Mapping ” tool gives me more elements to develop people - centered innovation , put   myself in my client 's shoes , and thus proposes process improvements overcoming challenges and   meeting needs , covering more aspects than traditional methodologies were not considered , for   example , weak points and their emotions . It will allow us to identify silos , crafts , rework , times ,   costs , motivations , among others . With this information , we can assess where the opportunities are   that allow us to fulfill the value promise of reducing management time by at least 30 % , as well as   reducing the cost of the service . 

 Additionally , with this tool , a visual representation ( Visualization ) is made that facilitates the   understanding of the process , the better knowledge of the clients and their needs , the global vision   of the experience and thus identify possible opportunities for improvement of the end - to - end   process . 

 Likewise , I consider that as the “ As is ” shows , it will also be useful once the improvements are   implemented to go through the process again and validate that the promised value was fulfilled . 

 I am a new person in this Design Thinking technique and its tools and with the course and this task   of reflection I have been able to know at least the De Journey Mapping in more detail , but I am   motivated to delve into the rest . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Willian Sanches, Willian Sanches, Willian Sanches
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: Willian Sanches V – Page 1 

 For this exercise I researched " 2 . Journey Mapping " in combination with " 1 . Visualization " . 

 Challenge 

 I am a member of the Digital Team and the challenge we have is to optimize the process of tax   returns . This process consists of 4 stages : Planning , Preparation , Review , and Approval . The goal is   to reduce your management time by at least 30 % , as well as reducing the cost of the service . 

 This process has an economic impact in two aspects : 

 1 . Penalty for extemporaneous equivalent to 10 % of the tax to be paid .   2 . 5 % penalty in case a correction is required in the declared values . 

 The areas of interest are the Corporate Tax Advisory and Planning Department and the Financial   Operations Department , which are the main actors in the process . 

 Selection 

 For the “ What is ” stage , as seen in the “ The Good Kitchen ” case , the “ Journey Mapping ” tool was   selected to review the process and determine not only the functional but also the emotional aspects   that could impact it . 

 Given that different organizational areas are involved in the process , “ Journey Mapping ” will allow   us to identify whether the improvement aspects are exclusively functional or if there are emotional   Trust issues , among others , that prevent the process from being optimal . 

 “ Journey Mapping ” will also allow us to clarify and identify the needs of the actors in the process   ( clients for us ) , to really know what they want and thus generate the expected value impact . 

 Application 

 The steps that we will follow to apply the “ Journey Mapping ” will be : 

 1 . Select the key officials who execute the process of tax returns and we investigate how they 

 fulfill their functions in the process , their experience during the execution of the activities   to ensure the task . If the activities are manual or automated , if they manage to carry them   out during working hours , if there is pressure or fear given the impact of sanctions , which   motivates or discourages them from their work , among others . 

 Willian Sanches V – Page 2 

 2 . Present our hypothetical vision of the process and its step by step . The process follows four 

 main phases ( Planning , Preparation , Review , and Approval ) . With this format , we hope to   obtain information about the process in five main aspects : Objectives ( Reason for the   Phase ) , Steps ( the activities that are followed in the phase ) , Emotions ( to determine the   feelings of people in the fulfillment of the activities and that may generate delays ) , Time ( to   determine the time required for each activity ) and Cost ( to establish the cost of the activities   of the phase ) . 

 Planning   Elaboration   Review   Approval 

 Objectives 

 Steps 

 Feelings 

 Time 

 Cost 

 3 . Select a representative group of participants in the process , to carry out the pilot interviews 

 on the step - by - step process . 

 4 . Conduct the interview pilot to get the information that was presented in step 2 . It is 

 important to deepen the experience in each step to get the information of what the   interviewees thinks and feels , what they should do , and the time they take to achieve it . To   be able to identify your actions , motivations , and obstacles that come your way . According   to the methodology presented in the book " Designing for Growth " , it is recommended that   the interview be conducted by two people so that the interviewer gives her full attention to   the interviewee while the second researcher takes notes . This step is surely the most   important and profound , since the greatest amount of information must be gathered about   the moments of truth , the detailed steps that are followed and for what , and the emotional   ups and downs . 

 5 . Once the interviews are finished , we can put all of them on the wall and as a team finds the 

 most important patterns and ideas that will be useful for the “ What if ” stage . Something   like : 

 Willian Sanches V – Page 3 

 To build this section I based myself on the book “ Designing for Growth ” . 

 Insight&Approach 

 The “ Journey Mapping ” tool gives me more elements to develop people - centered innovation , put   myself in my client 's shoes , and thus proposes process improvements overcoming challenges and   meeting needs , covering more aspects than traditional methodologies were not considered , for   example , weak points and their emotions . It will allow us to identify silos , crafts , rework , times ,   costs , motivations , among others . With this information , we can assess where the opportunities are   that allow us to fulfill the value promise of reducing management time by at least 30 % , as well as   reducing the cost of the service . 

 Additionally , with this tool , a visual representation ( Visualization ) is made that facilitates the   understanding of the process , the better knowledge of the clients and their needs , the global vision   of the experience and thus identify possible opportunities for improvement of the end - to - end   process . 

 Likewise , I consider that as the “ As is ” shows , it will also be useful once the improvements are   implemented to go through the process again and validate that the promised value was fulfilled . 

 I am a new person in this Design Thinking technique and its tools and with the course and this task   of reflection I have been able to know at least the De Journey Mapping in more detail , but I am   motivated to delve into the rest .
### Output: 