Challenge & Selection 

 The client for who I worked contacted my company in order to address a challenge that they were   facing : improve the journey to obtain a driving license . Indeed citizens had been raising a lot of   complaints over the years and the project aimed to build a new smooth digital experience to the   citizens . 

 I selected the “ mind - mapping ” tool with regard to this challenge as a lot of research had to be done   in order to identify the customer journeys “ as - is ” and the actual processes . The mind - mapping tool   was used to clarify the process per group of stakeholders as well as the pain points linked to the   emotions . 

 Application 

 In order to understand the actual pain points and to identify the areas of improvement , my team   undertook a lot of research . Different tools were used to understand the experience of the   stakeholders such as observation on the field , interviews , focus groups , digital surveys , desk   research , etc . By doing so , we have been able to gather a lot of information regarding all different   stakeholders such as the driving instructors , driving schools , exam centers , government experts ,   communes , … 

 In order to structure our work we have used mind - mapping tools . 

 A first activity where we used it was to identify the different stakeholders through the stakeholder   mapping . This tool allowed us to identify the level of involvement of each group of stakeholder . By   doing so , we have been able to understand the importance to address to which stakeholder and at   which moment of the process . This tool was used during a workshop . 

 A second activity was the identification of the different personas during a workshop . We effectively   worked together with the client , based on the information previously gathered , in order to identify    the segments of requesters of a driving license . 

 Later one , we also used the “ mind - mapping ” tool in order to identify the best opportunities based   on the information gathered . We did so by building process & data mappings and by linking the   identified stakeholders to each steps . This was also done in workshops with relevant stakeholders . 

 Finally , we have been able to finalize the customer journeys , by linking emotions to the different   steps . This allowed us to identify the most important pain points for further prioritization . 

 Insight 

 Using the mind - mapping tool was very useful as it aligned all stakeholders on the processes and   allowed to identify the pain points . We were able to reach a consensus . Also , this approach allowed   to get validation from the different stakeholders before we went further with the project as they   could test the customer journeys and give their comments .   This basis allowed us to feel confident   for the building of the new “ to - be ” customer journeys . 

 Approach 

 The client was very happy with the result . As feedback , they however told us that we could have   gone faster doing the research . I agree with their comment as we need to think with an agile   mindset : test quickly . We could have done less research and get faster to a “ to - be ” customer   journey to be tested . Another reflection regarding the work done is that we did n’t have a lot of   templates for the workshops at that moment . The team was quite new and we spent a lot of time   building up the workshops . For doing such activities in an efficient way , it is important to have   templates and material ready - to - be used . We work more on these aspects nowadays . 


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 & Selection 

 The client for who I worked contacted my company in order to address a challenge that they were   facing : improve the journey to obtain a driving license . Indeed citizens had been raising a lot of   complaints over the years and the project aimed to build a new smooth digital experience to the   citizens . 

 I selected the “ mind - mapping ” tool with regard to this challenge as a lot of research had to be done   in order to identify the customer journeys “ as - is ” and the actual processes . The mind - mapping tool   was used to clarify the process per group of stakeholders as well as the pain points linked to the   emotions . 

 Application 

 In order to understand the actual pain points and to identify the areas of improvement , my team   undertook a lot of research . Different tools were used to understand the experience of the   stakeholders such as observation on the field , interviews , focus groups , digital surveys , desk   research , etc . By doing so , we have been able to gather a lot of information regarding all different   stakeholders such as the driving instructors , driving schools , exam centers , government experts ,   communes , … 

 In order to structure our work we have used mind - mapping tools . 

 A first activity where we used it was to identify the different stakeholders through the stakeholder   mapping . This tool allowed us to identify the level of involvement of each group of stakeholder . By   doing so , we have been able to understand the importance to address to which stakeholder and at   which moment of the process . This tool was used during a workshop . 

 A second activity was the identification of the different personas during a workshop . We effectively   worked together with the client , based on the information previously gathered , in order to identify    the segments of requesters of a driving license . 

 Later one , we also used the “ mind - mapping ” tool in order to identify the best opportunities based   on the information gathered . We did so by building process & data mappings and by linking the   identified stakeholders to each steps . This was also done in workshops with relevant stakeholders . 

 Finally , we have been able to finalize the customer journeys , by linking emotions to the different   steps . This allowed us to identify the most important pain points for further prioritization . 

 Insight 

 Using the mind - mapping tool was very useful as it aligned all stakeholders on the processes and   allowed to identify the pain points . We were able to reach a consensus . Also , this approach allowed   to get validation from the different stakeholders before we went further with the project as they   could test the customer journeys and give their comments .   This basis allowed us to feel confident   for the building of the new “ to - be ” customer journeys . 

 Approach 

 The client was very happy with the result . As feedback , they however told us that we could have   gone faster doing the research . I agree with their comment as we need to think with an agile   mindset : test quickly . We could have done less research and get faster to a “ to - be ” customer   journey to be tested . Another reflection regarding the work done is that we did n’t have a lot of   templates for the workshops at that moment . The team was quite new and we spent a lot of time   building up the workshops . For doing such activities in an efficient way , it is important to have   templates and material ready - to - be used . We work more on these aspects nowadays .
### Output: 