STUDENT : Silvia Cervantes 

 TOOL SELECTED : MIND - MAPPING 

 Challenge : Describe your challenge , including all relevant information . 

 The tool I used was mind - mapping to address the following challenge:- 

 Complaints are being received by the Ms. Thomas - a new manager of a branch of a mid - sized credit   union in the local market , who recently received a low score on the branch ’s customer satisfaction   survey . 

 Having come from a progressive financial services conglomerate , Ms. Thomas has used the mind- mapping Design Thinking tool in the past and is confident that the mind - mapping tool would be   successful in bringing about formidable and innovative solutions for her new employer . 

 Ms. Thomas was aware of some complaints which were received in numerous forms:- 

 •   Emails containing angry tones , with customers threatening to leave the credit union giving little to   no details 

 •   handwritten notes on forms from walk - in customers , 

 •   reports from staff - members who would report experiencing explosive reactions from customers at   the front desk from e - mails 

 Ms. Thomas required a mind - map to help outline the myriad of information through interactivity and   contributions by various stakeholders and organize the information so it ’s understood by executive   sponsors . 

 Selection : In your own words , briefly describe the tool you selected ( e.g. , what it is and why   you selected it for your challenge -- including any appropriate video lecture references ) . 

 “ Mind mapping is looking for patterns and insights in a large quantity of data you collected during   your exploration of what is the current reality .   The goal is to establish criteria for the what - if idea   generation phase . Which comes next . This phase is pivotal in the design thinking process .    Mind mapping provides a segway from what is to what if . ” – Week 3 : Video -Mind Mapping Tool   Mind maps uses a diagram to visually organize ideas and concepts and is used to help structure   information to gain a better understanding .   When faced with customers and very irate ones at that , it is tempting to yield quickly to a solution to   dissipate the current situation . However , given Ms. Thomas ’ experience she knows that ‘ knee - herk ’   solutions are not the answer . Ms. Thomas desired to capture as much ideas as possible using a ‘ blank   canvas ’ approach in an environment like a ‘ drop in gallery ’ . The mind - mapping tool help make   information stand - out via visual cues provided and where persons look for patterns and insights that   would promote rapid understanding that would later provide key design criteria into how to solve the   current challenge . 

 Application : Describe how you applied the tool you selected to your challenge ( e.g. , what you did   and how the tool was applied effectively or ineffectively ) . 

 Ms. Thomas assigned a specific wall space outside her office to display information presented as post- it - notes . The information on the post - it notes were taken from the various channels that customers used   to provide feedback – via company ’s customer service mailbox , feedback forms , reports from customer   service staff , customer satisfaction surveys and back - end customer service support staff . Ms. Thomas   designated 6 of her employees as Workstream Leaders who would ‘ own ’ one of the customer feedback   channels and update new insights . This approach built energy , interest and commitment with   employees walking by and seeing this visual display , which evoked curiosity and healthy discussions   and displayed varied perspectives ( sometimes multiples perspectives on the same piece of information   displayed ) . The Workstream Leaders also facilitated ad hoc decisions generating more ideas , including   ethnographic interview results . This process of gathering ideas was within a 2 - day timespan . 

 On the 3rd day of using the mind - mapping tool , thankfully there were several post - it - notes with rich   information from contributors . What happened next was sorting through each of the post - it - notes and   patterns in information started emerge and post - it - notes were re - arranged in ‘ like ’ clusters in sectioned- off areas in the wall space . 

 Insight : Describe the insight you gained from applying the tool you selected to your   challenge ( e.g. , how an insight affected your thinking about the challenge and about   design thinking more broadly ) . 

 Even though the information looked familiar , it was an insightful reminder that people process   information in different ways and thus the visual display facilitated discussion on common experiences   yet with different perspectives . The mind - mapping tool gave way to a creative environment and inspired   deeper commitments from employees to follow through on action - items that were discussed because   they were invested in resolving the challenge . 

 For instance , in this particular challenge , these were some of the creative ideas that arose that   we clustered into like groups . See sample below 

 Approach : Describe what you might do differently next time -- applying the same tool you   selected or a different one -- and the reason(s ) why . 

 It all starts with the basics . While mind - mapping design thinking tool allows people to gain an overview   by way of viewing and contributing many sources of information to generate ideas , employees should   have been educated on what was being done and why they were doing it this way . 

 It was observed that employees are already inundated with large files and thick reports in carrying - out   their daily duties . Ms. Thomas decided on the mind - mapping tool was a creative way to stimulate their   brains , passion creativity rather than looking at yet another long - winded report about the current   challenge . 

 Improvement was also noted in application of the mind - mapping tool , in that in some cases there   were too many words . Some contributions to the mind - map could have included photos , pictures or   images which can / will give powerful insights . This slightly diminished the true essence of the mind- mapping design tool of a ‘ visual overview ’ . 

 FACILITATE CSR TRAINING 

 1 .   Ensure customer service policies and standards   were agreed on and implemented 

 2 .   Conduct gap analyses with the maturity level of   the customer service culture within the credit   union 

 3 .   Develop and role - out customer service training 

 4 .   Implement customer service change   management culture 

 5 .   Embed customer service standards as priority   practices when engaging with customers 

 EVALUATION OF CUSTOMER SURVEYS 

 1 .   Improve mediums by which feedback is   collected 

 2 .   Standardize feedback mechanisms as to dig   deeper into what the customer experienced 

 3 .   Establish committee to review customer   feedback 

 4 .   Develop and roll - out improvement plans 

 Map feedback into the CSR   Training plans for continuous   development 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Silvia Cervantes
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: STUDENT : Silvia Cervantes 

 TOOL SELECTED : MIND - MAPPING 

 Challenge : Describe your challenge , including all relevant information . 

 The tool I used was mind - mapping to address the following challenge:- 

 Complaints are being received by the Ms. Thomas - a new manager of a branch of a mid - sized credit   union in the local market , who recently received a low score on the branch ’s customer satisfaction   survey . 

 Having come from a progressive financial services conglomerate , Ms. Thomas has used the mind- mapping Design Thinking tool in the past and is confident that the mind - mapping tool would be   successful in bringing about formidable and innovative solutions for her new employer . 

 Ms. Thomas was aware of some complaints which were received in numerous forms:- 

 •   Emails containing angry tones , with customers threatening to leave the credit union giving little to   no details 

 •   handwritten notes on forms from walk - in customers , 

 •   reports from staff - members who would report experiencing explosive reactions from customers at   the front desk from e - mails 

 Ms. Thomas required a mind - map to help outline the myriad of information through interactivity and   contributions by various stakeholders and organize the information so it ’s understood by executive   sponsors . 

 Selection : In your own words , briefly describe the tool you selected ( e.g. , what it is and why   you selected it for your challenge -- including any appropriate video lecture references ) . 

 “ Mind mapping is looking for patterns and insights in a large quantity of data you collected during   your exploration of what is the current reality .   The goal is to establish criteria for the what - if idea   generation phase . Which comes next . This phase is pivotal in the design thinking process .    Mind mapping provides a segway from what is to what if . ” – Week 3 : Video -Mind Mapping Tool   Mind maps uses a diagram to visually organize ideas and concepts and is used to help structure   information to gain a better understanding .   When faced with customers and very irate ones at that , it is tempting to yield quickly to a solution to   dissipate the current situation . However , given Ms. Thomas ’ experience she knows that ‘ knee - herk ’   solutions are not the answer . Ms. Thomas desired to capture as much ideas as possible using a ‘ blank   canvas ’ approach in an environment like a ‘ drop in gallery ’ . The mind - mapping tool help make   information stand - out via visual cues provided and where persons look for patterns and insights that   would promote rapid understanding that would later provide key design criteria into how to solve the   current challenge . 

 Application : Describe how you applied the tool you selected to your challenge ( e.g. , what you did   and how the tool was applied effectively or ineffectively ) . 

 Ms. Thomas assigned a specific wall space outside her office to display information presented as post- it - notes . The information on the post - it notes were taken from the various channels that customers used   to provide feedback – via company ’s customer service mailbox , feedback forms , reports from customer   service staff , customer satisfaction surveys and back - end customer service support staff . Ms. Thomas   designated 6 of her employees as Workstream Leaders who would ‘ own ’ one of the customer feedback   channels and update new insights . This approach built energy , interest and commitment with   employees walking by and seeing this visual display , which evoked curiosity and healthy discussions   and displayed varied perspectives ( sometimes multiples perspectives on the same piece of information   displayed ) . The Workstream Leaders also facilitated ad hoc decisions generating more ideas , including   ethnographic interview results . This process of gathering ideas was within a 2 - day timespan . 

 On the 3rd day of using the mind - mapping tool , thankfully there were several post - it - notes with rich   information from contributors . What happened next was sorting through each of the post - it - notes and   patterns in information started emerge and post - it - notes were re - arranged in ‘ like ’ clusters in sectioned- off areas in the wall space . 

 Insight : Describe the insight you gained from applying the tool you selected to your   challenge ( e.g. , how an insight affected your thinking about the challenge and about   design thinking more broadly ) . 

 Even though the information looked familiar , it was an insightful reminder that people process   information in different ways and thus the visual display facilitated discussion on common experiences   yet with different perspectives . The mind - mapping tool gave way to a creative environment and inspired   deeper commitments from employees to follow through on action - items that were discussed because   they were invested in resolving the challenge . 

 For instance , in this particular challenge , these were some of the creative ideas that arose that   we clustered into like groups . See sample below 

 Approach : Describe what you might do differently next time -- applying the same tool you   selected or a different one -- and the reason(s ) why . 

 It all starts with the basics . While mind - mapping design thinking tool allows people to gain an overview   by way of viewing and contributing many sources of information to generate ideas , employees should   have been educated on what was being done and why they were doing it this way . 

 It was observed that employees are already inundated with large files and thick reports in carrying - out   their daily duties . Ms. Thomas decided on the mind - mapping tool was a creative way to stimulate their   brains , passion creativity rather than looking at yet another long - winded report about the current   challenge . 

 Improvement was also noted in application of the mind - mapping tool , in that in some cases there   were too many words . Some contributions to the mind - map could have included photos , pictures or   images which can / will give powerful insights . This slightly diminished the true essence of the mind- mapping design tool of a ‘ visual overview ’ . 

 FACILITATE CSR TRAINING 

 1 .   Ensure customer service policies and standards   were agreed on and implemented 

 2 .   Conduct gap analyses with the maturity level of   the customer service culture within the credit   union 

 3 .   Develop and role - out customer service training 

 4 .   Implement customer service change   management culture 

 5 .   Embed customer service standards as priority   practices when engaging with customers 

 EVALUATION OF CUSTOMER SURVEYS 

 1 .   Improve mediums by which feedback is   collected 

 2 .   Standardize feedback mechanisms as to dig   deeper into what the customer experienced 

 3 .   Establish committee to review customer   feedback 

 4 .   Develop and roll - out improvement plans 

 Map feedback into the CSR   Training plans for continuous   development
### Output: 