Challenge     I am currently doing my internship of the Industrial Engineer and systems program in   a pawnshop . This pawn shop has 50 stores located in the cities like Monterrey , Garcia ,   San Pedro and Guadalupe in Mexico . The problem in the pawnshop is that clients must   wait up to 15 minutes to be attended . Also , there are many complaints from customers   about the service provided and the processes . The goal of my internship is to improve   customer service by reducing service complaints . Therefore , to find the root cause of   the problem it is necessary to understand the problematic situation .     Selection     The Design Thinking tool that we used was " Visualization tool " , since we needed to   understand the root of the problem . Also , we choose this tool because it is important   to understand the problem together with the stakeholders , in this case the company ,   the employees and the clients . In the book " Change by Design " by Tim Brown , he   highlights the importance of visual thinking , because it facilitates communication and   understanding of the problem . According to Brown T. ( 2009 ) , most innovations come   from a rigorous examination process through which great ideas are identified and   developed . In his book he recommends the use of visual thinking to identify the need .       Application :      We applied " visualization tool " to translate the problem to the visual form by means of   a diagram where we connected the ideas using drawings or forms . This with the   objective to get better knowledge about the context of the problem with the   stakeholders . For this activity the stakeholders were divided in groups . Each group   was made up of 5 - 6 participants . The diagram took us 2 hours long to finish , the first   hour was used to connect the ideas and the last hour to analyze the final product of   these connections .     Insights :     From this diagram we could obtain that the bad service was due to a lack of   standardization in the processes . Furthermore , we identified that there were many   reworkings because the employees do not have the adequate training in other words   there is a misinformation of the processes . In the same way , we identified that with   this tool , the employees could use their creativity to make us see points of the   problem that we didn´t have identified . In addition , this tool was very easy for   everyone to understand and made the process of understanding the problem less   stressful and more fun . 

 Approach : 

 Another tool that can be used in this case is the " Mind - mapping " tool , the difference   with this tool is that at the end , the criteria for the " What if ? " Stage of the " Design   Thinking " process is defined . Firstly , with this tool , data of the problematic situation   must be collected . Subsequently , by means of notes , the findings are organized . After   having used an affinity diagram , the identified findings are shared and commented .   Finally knowing these findings , you can define the criteria for the next phase of   " Design Thinking " . I believe that this tool would also have been very useful , since it   also allows making connections between the data . The difference between these two   tools is that “ Mind - mapping ” allows you to define criteria for the solution . 


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: Challenge     I am currently doing my internship of the Industrial Engineer and systems program in   a pawnshop . This pawn shop has 50 stores located in the cities like Monterrey , Garcia ,   San Pedro and Guadalupe in Mexico . The problem in the pawnshop is that clients must   wait up to 15 minutes to be attended . Also , there are many complaints from customers   about the service provided and the processes . The goal of my internship is to improve   customer service by reducing service complaints . Therefore , to find the root cause of   the problem it is necessary to understand the problematic situation .     Selection     The Design Thinking tool that we used was " Visualization tool " , since we needed to   understand the root of the problem . Also , we choose this tool because it is important   to understand the problem together with the stakeholders , in this case the company ,   the employees and the clients . In the book " Change by Design " by Tim Brown , he   highlights the importance of visual thinking , because it facilitates communication and   understanding of the problem . According to Brown T. ( 2009 ) , most innovations come   from a rigorous examination process through which great ideas are identified and   developed . In his book he recommends the use of visual thinking to identify the need .       Application :      We applied " visualization tool " to translate the problem to the visual form by means of   a diagram where we connected the ideas using drawings or forms . This with the   objective to get better knowledge about the context of the problem with the   stakeholders . For this activity the stakeholders were divided in groups . Each group   was made up of 5 - 6 participants . The diagram took us 2 hours long to finish , the first   hour was used to connect the ideas and the last hour to analyze the final product of   these connections .     Insights :     From this diagram we could obtain that the bad service was due to a lack of   standardization in the processes . Furthermore , we identified that there were many   reworkings because the employees do not have the adequate training in other words   there is a misinformation of the processes . In the same way , we identified that with   this tool , the employees could use their creativity to make us see points of the   problem that we didn´t have identified . In addition , this tool was very easy for   everyone to understand and made the process of understanding the problem less   stressful and more fun . 

 Approach : 

 Another tool that can be used in this case is the " Mind - mapping " tool , the difference   with this tool is that at the end , the criteria for the " What if ? " Stage of the " Design   Thinking " process is defined . Firstly , with this tool , data of the problematic situation   must be collected . Subsequently , by means of notes , the findings are organized . After   having used an affinity diagram , the identified findings are shared and commented .   Finally knowing these findings , you can define the criteria for the next phase of   " Design Thinking " . I believe that this tool would also have been very useful , since it   also allows making connections between the data . The difference between these two   tools is that “ Mind - mapping ” allows you to define criteria for the solution .
### Output: 