Page | 1 

 Reflection – Visualization for Digital Transformation 

 CHALLENGE 

 The situation involved digital transformation of the business processes of a global   manufacturing client , to adapt to new trends in the industry and market . A specific   use case was that the client wanted consumers to have a seamless purchase   journey and a good product experience during use . However , most stakeholders   had diverging views on the as - is business processes and customer journeys . 

 SELECTION 

 I selected Visualization as my tool of choice in order to get everyone on the same   page . As explained in Module 1 of this course , visualization is a way to depict   information in a pictorial form with minimum words , by using pictures , graphs ,   images or photos to describe data . The client had multiple complex sales processes   and no specific means to provide or track customer satisfaction when consumers   were actually using the product . Many client stakeholders had a deep but narrow   view of only the specific business processes which they regularly worked on , with   little or no understanding of the consumers ’ perspectives . 

 I hoped Visualization would bring to the situation at hand a shared understanding   of the complex business processes of the client , to identify gaps and pain points as   a stepping - stone towards building better customer - focused solutions . 

 APPLICATION 

 I used two Journey Map templates with swim - lanes – one for the sales process and   the other for the user experience process – as a starting point to align diverse views .   We did 2 focused group exercises with whiteboarding and post - it notes where the   client ’s employees from different intersecting verticals ( sales , finance , engineering ,   customer service , service partner managers , etc . ) convened , built up on the   templates , fleshed out details and produced a number of in - depth customer   journeys for Sales and User Experience . I worked with them to find points of   commonality in order to converge on a few common scenarios , then helped them   identify gaps . Together , we identified 2 distinct major use - cases for User   Experience and broadly 3 scenarios for Sales , which could be digitized for increasing 

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 consumer satisfaction . I then created digital maps of these results that could be   used easily as the single source of reference . 

 All our inputs helped to structure the business processes more clearly and identify   top use - cases for concern . Visualization helped understand the what - is or as - is   processes from the point of view of the consumer . Stakeholders could figure out   the pain points much more easily from the perspective of the end - user . 

 INSIGHT 

 We all soon realized that since the client is a global organization , there were small   but critical challenges and points of difference at the country level ( for example ,   markets and user preferences in European cities vs those in Asia or the Americas ) .   The processes as well as associated local government regulations were distinct for   some geographies of operation and would therefore need customized solutions .   This reinforced the tenet that design thinking requires diversity of experience ,   broad range of cultural & professional backgrounds and the willingness to keep an   open mind . 

 APPROACH 

 Next time , perhaps instead of starting from scratch , I would try to collect existing   data points / process maps and see if Mind Mapping could be used to derive more   insights faster . 


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: Page | 1 

 Reflection – Visualization for Digital Transformation 

 CHALLENGE 

 The situation involved digital transformation of the business processes of a global   manufacturing client , to adapt to new trends in the industry and market . A specific   use case was that the client wanted consumers to have a seamless purchase   journey and a good product experience during use . However , most stakeholders   had diverging views on the as - is business processes and customer journeys . 

 SELECTION 

 I selected Visualization as my tool of choice in order to get everyone on the same   page . As explained in Module 1 of this course , visualization is a way to depict   information in a pictorial form with minimum words , by using pictures , graphs ,   images or photos to describe data . The client had multiple complex sales processes   and no specific means to provide or track customer satisfaction when consumers   were actually using the product . Many client stakeholders had a deep but narrow   view of only the specific business processes which they regularly worked on , with   little or no understanding of the consumers ’ perspectives . 

 I hoped Visualization would bring to the situation at hand a shared understanding   of the complex business processes of the client , to identify gaps and pain points as   a stepping - stone towards building better customer - focused solutions . 

 APPLICATION 

 I used two Journey Map templates with swim - lanes – one for the sales process and   the other for the user experience process – as a starting point to align diverse views .   We did 2 focused group exercises with whiteboarding and post - it notes where the   client ’s employees from different intersecting verticals ( sales , finance , engineering ,   customer service , service partner managers , etc . ) convened , built up on the   templates , fleshed out details and produced a number of in - depth customer   journeys for Sales and User Experience . I worked with them to find points of   commonality in order to converge on a few common scenarios , then helped them   identify gaps . Together , we identified 2 distinct major use - cases for User   Experience and broadly 3 scenarios for Sales , which could be digitized for increasing 

 Page | 2 

 consumer satisfaction . I then created digital maps of these results that could be   used easily as the single source of reference . 

 All our inputs helped to structure the business processes more clearly and identify   top use - cases for concern . Visualization helped understand the what - is or as - is   processes from the point of view of the consumer . Stakeholders could figure out   the pain points much more easily from the perspective of the end - user . 

 INSIGHT 

 We all soon realized that since the client is a global organization , there were small   but critical challenges and points of difference at the country level ( for example ,   markets and user preferences in European cities vs those in Asia or the Americas ) .   The processes as well as associated local government regulations were distinct for   some geographies of operation and would therefore need customized solutions .   This reinforced the tenet that design thinking requires diversity of experience ,   broad range of cultural & professional backgrounds and the willingness to keep an   open mind . 

 APPROACH 

 Next time , perhaps instead of starting from scratch , I would try to collect existing   data points / process maps and see if Mind Mapping could be used to derive more   insights faster .
### Output: 