Example Reflection – Mind Mapping 

 Challenge   Customer feedback comes from a growing number of channels : in - person , phone , email , surveys , focus   group , social media , … and the organisation developed channels to manage it .    However , employees also receive other “ unsolicited feedback ” from friends , neighbors , storekeeper , …   on their customer experience ( great / poor , past / present , own experience / others experience ) . This “ voice- 

 of - the - customer ” is not collected nor managed .    The challenge is to generate ideas and solutions to manage effectively this unsolicited feedback in the   future as an additional opportunity to create organizational value by improving employee engagement ,   customer experience and brand image .      Selection   I selected the Mind - mapping tool to analyze the current situation and support the idea generation . The   objective of the mind mapping session is to identify patterns and themes , share a common   understanding of the current reality ( structure , classify ideas ) and brainstorm to support creative   design at the next step of the project . At the heart of the map is the customer feedback and all around   the connections to other emotions .     Application   To prepare the session we proposed all employees to share with us the “ unsolicited feedback ” . The   number of answers provided sufficient data to analyze the current situation summarized in the form of   10 employee experiences .   We invited 10 participants from different business areas ( HR , IT , Sales , Marketing , Finance ,   Communication , Change Management ) to review them .   Individually , each of them selected the key insights on experience issues / opportunities ( attitudes ,   behaviors ) , impact on business results focusing on employee and customer needs and emotion ( moment   that matters ) , tools used . One idea is reported on one post - it note ( attitude in yellow , behavior in orange ,   experience in blue and business results in green ) .   In group they then clustered their insight and looked for connections between the clusters : attitudes   drive behaviors , behaviors drive experiences that can also influence attitudes , all of this having an impact   on business results .   They also translated this into design criteria : reuse of existing systems , create employee app , provide   toolkit on how to answer or guide customer , …     Insight    This proved to be a real exciting experience with lots of different points of view that enriched the   solution proposed and demonstrated the connection between the different insights . The results was   displayed in a one pager and was key to get the validation of the next steps : prepare all employees to   answer to unsolicited feedback , ensure ways to share / use the feedback and feed continuous   improvement , help customer facing current issue .     Approach   I found this tool very useful . I would probably narrow down further the topics as many ideas were   generated and we had to rework in more details some of them after the session . 


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   Customer feedback comes from a growing number of channels : in - person , phone , email , surveys , focus   group , social media , … and the organisation developed channels to manage it .    However , employees also receive other “ unsolicited feedback ” from friends , neighbors , storekeeper , …   on their customer experience ( great / poor , past / present , own experience / others experience ) . This “ voice- 

 of - the - customer ” is not collected nor managed .    The challenge is to generate ideas and solutions to manage effectively this unsolicited feedback in the   future as an additional opportunity to create organizational value by improving employee engagement ,   customer experience and brand image .      Selection   I selected the Mind - mapping tool to analyze the current situation and support the idea generation . The   objective of the mind mapping session is to identify patterns and themes , share a common   understanding of the current reality ( structure , classify ideas ) and brainstorm to support creative   design at the next step of the project . At the heart of the map is the customer feedback and all around   the connections to other emotions .     Application   To prepare the session we proposed all employees to share with us the “ unsolicited feedback ” . The   number of answers provided sufficient data to analyze the current situation summarized in the form of   10 employee experiences .   We invited 10 participants from different business areas ( HR , IT , Sales , Marketing , Finance ,   Communication , Change Management ) to review them .   Individually , each of them selected the key insights on experience issues / opportunities ( attitudes ,   behaviors ) , impact on business results focusing on employee and customer needs and emotion ( moment   that matters ) , tools used . One idea is reported on one post - it note ( attitude in yellow , behavior in orange ,   experience in blue and business results in green ) .   In group they then clustered their insight and looked for connections between the clusters : attitudes   drive behaviors , behaviors drive experiences that can also influence attitudes , all of this having an impact   on business results .   They also translated this into design criteria : reuse of existing systems , create employee app , provide   toolkit on how to answer or guide customer , …     Insight    This proved to be a real exciting experience with lots of different points of view that enriched the   solution proposed and demonstrated the connection between the different insights . The results was   displayed in a one pager and was key to get the validation of the next steps : prepare all employees to   answer to unsolicited feedback , ensure ways to share / use the feedback and feed continuous   improvement , help customer facing current issue .     Approach   I found this tool very useful . I would probably narrow down further the topics as many ideas were   generated and we had to rework in more details some of them after the session .
### Output: 