Example Reflection – Mind Mapping 

 Challenge   I work as a consultant for business agility in Spain . All my clients have been affected by the   limitations and confinement imposed by Covid-19 . This client in particular is a utilities   company with focus on procuring water and sanitation services for more than 14 million users   in Spain .     As with most parts of the economy , my client was forced to shut down all their commercial   and customer care offices for more than 2 months now , due a very strict lockdown . This   affected mostly one particular client segment : senior citizens . Younger generations are used to   doing their interactions and paperwork online . Senior citizens in this country , however , are   more used to doing these tasks in person as part of their daily routines . Relatively simple task   such as logging into a website or searching for an invoice , seem to be particularly stressful for   this group .     The challenge was , then , to figure out how we can provide an effective customer care service   to this particular group , in replacement of the commercial offices . Such service needs to be   personal , cost effective and needs to simulate the “ human touch ” that was lost when   commercial offices went into lockdown .      This needed to be done in one week . We needed to come up with ideas to contribute like this   to an internal think tank , which was reviewing operations in the light of this “ new normal ” .       Selection   There was an abundance of quantitative data available in terms of client age groups , number   of interactions , type of inquiries , distribution by territory , etc .   We also had a number of   studies available on the requirements of different client segments , including senior citizens .   And we had some design criteria for the solution : it needed to be deployed relatively fast , it   had to required limited resources and it had to be a good substitute for this “ human touch ”   that had been lost by the closure of the commercial offices .     On top of that , all the exercise had to be done remotely since we were , ourselves , in lockdown   and could not get together in the same space .     The need to find a pattern and insights into all this data , together with the need to find a   creative insight , made me decide that Mind Mapping could the right tool . But with a twist ,   since all interaction had to be online .        Application   I did a variation of what I learned in the course , divided into preparation and two sessions .     Preparation   1 ) I asked help to select group of 10 people from different phases of the customer care value   chain : managers , customer care representatives , IT staff , quality consultants , etc . I emphasized   that joining this exercise was voluntary . 

 2 ) Instead of laying out the data available , I prepared a dossier that I distributed electronically   among the participants . I also conducted a briefing session to explain the challenge , our   timeline , and the information that was sent to the group .     Session 1   3 ) I set up an online tool called Metro Retro . It allows managing individual and group post - its ,   voting and grouping of post - its . Interestingly , it also allows for the contents of post - its to be   shared or to be hidden .   4 ) We all got together for a group session with Metro Retro . We did individual brainstorming   on post - its that were hidden to the rest of the participants , for about 25 - 30 ’ .   5 ) We then shared our post - it notes and discussed what we meant by them . It was clear after a   while that there were some common ideas .   6 ) We grouped common ideas into themes and gave them a name .    7 ) We voted on what themes were the most promising . With the help of Metro Retro   functionality , each participant was given 3 votes to distribute among the 6 themes that   emerged . This was the end of the first session .     Session 2   8) For the 2 themes that had the most votes , we divided ourselves into two sub - groups to   study the themes further and gather insights . This was done in parallel , and we devoted about   1h to discuss what could be derived from this theme . Here the “ so what “ question was   essential .   9 ) Each group came up with a couple of meaningful statements .   10 ) We all got together again under the same session , shared our conclusions and once again   voted the most promising .     The main idea that came up was simple but very powerful ! Senior citizens might not be   computer savvy , but … they surely use Whatsapp videoconferences to chat with their family ,   right ? So why not use that same tool to care for their needs ?       Insight   One of the things that I learned from this exercise is the importance of having a diverse group   working on the subject . Having people from different parts of the customer care value chain   was a huge asset . In many cases these people had never work together , in spite of the fact that   they belong to the same value chain .     It blew my mind how creative people can become … Ideas ranged from drones to teaming with   social workers to redefining web user experience . And we had fun !     An unexpected effect of this exercise was that one of the managers that was working in this   group saw the power of collectively thinking about the whole value chain , and wanted to   extend this to improving the efficiency and customer orientation of the whole customer care   process . So I have lots of work ahead . 

 Approach   It was hard to manage the times as it was hard to manage the tool at first . Doing Mind   Mapping online presented additional challenges which I did not anticipate enough .     For future sessions I would add a first step that will deal with getting acquainted with the   Metro Retro tool . Maybe doing a warm up exercise , just for the purpose of feeling comfortable   with the tool and its functionalities before doing the actual exercise . This will save us all time   and stress .     For the rest , it was a great experience . 


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: Example Reflection – Mind Mapping 

 Challenge   I work as a consultant for business agility in Spain . All my clients have been affected by the   limitations and confinement imposed by Covid-19 . This client in particular is a utilities   company with focus on procuring water and sanitation services for more than 14 million users   in Spain .     As with most parts of the economy , my client was forced to shut down all their commercial   and customer care offices for more than 2 months now , due a very strict lockdown . This   affected mostly one particular client segment : senior citizens . Younger generations are used to   doing their interactions and paperwork online . Senior citizens in this country , however , are   more used to doing these tasks in person as part of their daily routines . Relatively simple task   such as logging into a website or searching for an invoice , seem to be particularly stressful for   this group .     The challenge was , then , to figure out how we can provide an effective customer care service   to this particular group , in replacement of the commercial offices . Such service needs to be   personal , cost effective and needs to simulate the “ human touch ” that was lost when   commercial offices went into lockdown .      This needed to be done in one week . We needed to come up with ideas to contribute like this   to an internal think tank , which was reviewing operations in the light of this “ new normal ” .       Selection   There was an abundance of quantitative data available in terms of client age groups , number   of interactions , type of inquiries , distribution by territory , etc .   We also had a number of   studies available on the requirements of different client segments , including senior citizens .   And we had some design criteria for the solution : it needed to be deployed relatively fast , it   had to required limited resources and it had to be a good substitute for this “ human touch ”   that had been lost by the closure of the commercial offices .     On top of that , all the exercise had to be done remotely since we were , ourselves , in lockdown   and could not get together in the same space .     The need to find a pattern and insights into all this data , together with the need to find a   creative insight , made me decide that Mind Mapping could the right tool . But with a twist ,   since all interaction had to be online .        Application   I did a variation of what I learned in the course , divided into preparation and two sessions .     Preparation   1 ) I asked help to select group of 10 people from different phases of the customer care value   chain : managers , customer care representatives , IT staff , quality consultants , etc . I emphasized   that joining this exercise was voluntary . 

 2 ) Instead of laying out the data available , I prepared a dossier that I distributed electronically   among the participants . I also conducted a briefing session to explain the challenge , our   timeline , and the information that was sent to the group .     Session 1   3 ) I set up an online tool called Metro Retro . It allows managing individual and group post - its ,   voting and grouping of post - its . Interestingly , it also allows for the contents of post - its to be   shared or to be hidden .   4 ) We all got together for a group session with Metro Retro . We did individual brainstorming   on post - its that were hidden to the rest of the participants , for about 25 - 30 ’ .   5 ) We then shared our post - it notes and discussed what we meant by them . It was clear after a   while that there were some common ideas .   6 ) We grouped common ideas into themes and gave them a name .    7 ) We voted on what themes were the most promising . With the help of Metro Retro   functionality , each participant was given 3 votes to distribute among the 6 themes that   emerged . This was the end of the first session .     Session 2   8) For the 2 themes that had the most votes , we divided ourselves into two sub - groups to   study the themes further and gather insights . This was done in parallel , and we devoted about   1h to discuss what could be derived from this theme . Here the “ so what “ question was   essential .   9 ) Each group came up with a couple of meaningful statements .   10 ) We all got together again under the same session , shared our conclusions and once again   voted the most promising .     The main idea that came up was simple but very powerful ! Senior citizens might not be   computer savvy , but … they surely use Whatsapp videoconferences to chat with their family ,   right ? So why not use that same tool to care for their needs ?       Insight   One of the things that I learned from this exercise is the importance of having a diverse group   working on the subject . Having people from different parts of the customer care value chain   was a huge asset . In many cases these people had never work together , in spite of the fact that   they belong to the same value chain .     It blew my mind how creative people can become … Ideas ranged from drones to teaming with   social workers to redefining web user experience . And we had fun !     An unexpected effect of this exercise was that one of the managers that was working in this   group saw the power of collectively thinking about the whole value chain , and wanted to   extend this to improving the efficiency and customer orientation of the whole customer care   process . So I have lots of work ahead . 

 Approach   It was hard to manage the times as it was hard to manage the tool at first . Doing Mind   Mapping online presented additional challenges which I did not anticipate enough .     For future sessions I would add a first step that will deal with getting acquainted with the   Metro Retro tool . Maybe doing a warm up exercise , just for the purpose of feeling comfortable   with the tool and its functionalities before doing the actual exercise . This will save us all time   and stress .     For the rest , it was a great experience .
### Output: 