Reflection – Visualization 

 Challenge & Selection     I support my organization ’s Dispatch Strategy and Automation projects . We want to improve the   holistic dispatch experience for both the customer and the technician to plan appointment capacity   more effectively , increase efficiency in the technician ’s work day , and provide a better customer user   interface experience . The team consisted of leadership from the dispatch department , the field   operations team , the project / process support teams , and the technical development teams . The tool   we used was Journey Mapping , which was very effective to set the tone for the solution stage . Our   team has already used several visualization tools . We prepared a space on the wall and Wrote out the   Problem Statements & developed the Personas of the Customer , the Technician and the dispatch   center agent . This helped to keep everyone focused on what the goal was . We were ready to move to   the Journey Mapping and Solution Stage .         Application     We started by looking at the Day in the Life for the customer , the technician , and the agent . We   mapped out on a visual board a specific transaction and mapped out the Steps , the technology used ,   the channels of communication , the customers thoughts and feelings , and the influential factors of   those actions and feelings . I divided the participants into two teams . One team looked at Repair   ( existing customers needing a repair ) and the other team looked at Installation orders ( new   customers ) . There were about 10 people in each team . Each group was given a large whiteboard , sticky   notes , and markers . They were instructed to use the sticky notes to map out the process , the   tasks / actions , and feelings of each persona . I give the teams 30 minutes to complete this task . Then on   one part of the board ( see attached pic ) , they were asked to mark if the customer , tech or agent was   happy , sad , or indifferent within each step . At the end of the activity , I took a marker and charted the   experience for each persona . This demonstrated the high / low feelings that all personas feel about this   experience throughout one single transaction with our company . 

 Insight & Approach     What I learned from this exercise : The visualization reinforced the teams ’ assumptions of the problem   and we gained new insights on other root causes such as identifying system constraints , redundancies   in the process and unnecessary processes . It was also particularly interesting to see the overlay of the   persona / feelings as it tied the human - centered experience directly back to the process and the output   at the solution stage . One approach that I was conflicted about … I realize that having leadership   participate in these sessions is important as they are stakeholders in this ; however , sometimes it can   stifle creativity . In the solution stage , I found that many ideas did n’t make it to the collaboration wall   because they were shut down with the “ that ’s not going to work ” comment . I think I would change my   approach by limiting the leadership attendance in the next session to allow for the creative minds to   collaborate .    My next challenge is to figure out a way to convince my team to spend more time in the prototype   stage and include more user experience testing . We often rush our solutions to market with an agile   approach . Often , we do n’t involve the user experience piece on the tool we develop .      All in All , this was a great experience for myself and the team . Many conversations about the future   and new ideas were birthed from this exercise . 


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 

 Challenge & Selection     I support my organization ’s Dispatch Strategy and Automation projects . We want to improve the   holistic dispatch experience for both the customer and the technician to plan appointment capacity   more effectively , increase efficiency in the technician ’s work day , and provide a better customer user   interface experience . The team consisted of leadership from the dispatch department , the field   operations team , the project / process support teams , and the technical development teams . The tool   we used was Journey Mapping , which was very effective to set the tone for the solution stage . Our   team has already used several visualization tools . We prepared a space on the wall and Wrote out the   Problem Statements & developed the Personas of the Customer , the Technician and the dispatch   center agent . This helped to keep everyone focused on what the goal was . We were ready to move to   the Journey Mapping and Solution Stage .         Application     We started by looking at the Day in the Life for the customer , the technician , and the agent . We   mapped out on a visual board a specific transaction and mapped out the Steps , the technology used ,   the channels of communication , the customers thoughts and feelings , and the influential factors of   those actions and feelings . I divided the participants into two teams . One team looked at Repair   ( existing customers needing a repair ) and the other team looked at Installation orders ( new   customers ) . There were about 10 people in each team . Each group was given a large whiteboard , sticky   notes , and markers . They were instructed to use the sticky notes to map out the process , the   tasks / actions , and feelings of each persona . I give the teams 30 minutes to complete this task . Then on   one part of the board ( see attached pic ) , they were asked to mark if the customer , tech or agent was   happy , sad , or indifferent within each step . At the end of the activity , I took a marker and charted the   experience for each persona . This demonstrated the high / low feelings that all personas feel about this   experience throughout one single transaction with our company . 

 Insight & Approach     What I learned from this exercise : The visualization reinforced the teams ’ assumptions of the problem   and we gained new insights on other root causes such as identifying system constraints , redundancies   in the process and unnecessary processes . It was also particularly interesting to see the overlay of the   persona / feelings as it tied the human - centered experience directly back to the process and the output   at the solution stage . One approach that I was conflicted about … I realize that having leadership   participate in these sessions is important as they are stakeholders in this ; however , sometimes it can   stifle creativity . In the solution stage , I found that many ideas did n’t make it to the collaboration wall   because they were shut down with the “ that ’s not going to work ” comment . I think I would change my   approach by limiting the leadership attendance in the next session to allow for the creative minds to   collaborate .    My next challenge is to figure out a way to convince my team to spend more time in the prototype   stage and include more user experience testing . We often rush our solutions to market with an agile   approach . Often , we do n’t involve the user experience piece on the tool we develop .      All in All , this was a great experience for myself and the team . Many conversations about the future   and new ideas were birthed from this exercise .
### Output: 