Challenge 

 I am a member of the product development team in my company . We are “ shared resources ”   that support projects for all different parts of the organization . We usually take part in these   projects as part of a multidisciplinary team as project managers .   In one of our recent projects ,   led by the sales organization , we had the objective of increasing the adoption of a certain sales   tool . We use this sales tool in our shops to present , review , collect and sign all required   documentation ( e.g. contracts , IDs … ) in digital format as opposed to physical format . We knew   that we had a low usage rate but we did not know much more . We did not know which issues   the tool had nor how to prioritize them . We also had the issue of presenting information to   our stakeholders in an accessible way , not as a huge report 

 Selection 

 We decided to use mind mapping as a tool to achieve a common understanding of the   situation , identify pain points and their root causes and agree on the drivers that were   conspiring against the adoption of the tool . To do so , we built the ideal customer journey our   customers follow in our shops and contrasted it with all the different real world cases that we   found . This would help us identify the real issues as well as to build the design criteria for   ideation . 

 Application 

 We started by immersing ourselves deeply in the problem . To do so we interviewed 10 shop   clerks to understand their point of view . We visited and observed 3 shops ’ activity for 2 days .   We also asked real customers about their experience of the sale process and using the sales   tool . We then interviewed the IT people in charge of the tool to understand what was   happening behind the scenes for all the different cases that we have found in real life . 

 We then built our customer journey map in a large wall - sized panel and divided it in three   rows . On the top row , we placed the ideal customer journey , the step - by - step process that   showed how a customer proceeds to a purchase and how the sale is finished in the shop . In   the second row , we used sticky notes to lay out all the knowledge that we had gathered from   the different steps when using traditional documentation ( physical format ) . In the third row ,   we did the same exercise but this time with the digital documentation . For both rows we   recorded all the relevant pieces of data that we had gathered during our research : issues   encountered , what made our customers happy , what made them nervous , how much time did   they spend in - store , what did our sales reps did with that documentation , what our sales reps   told them during the process … 

 We then run a workshop with sales executives to identify and agree on the issues that we   wanted to tackle with the project . We started by introducing the workshop and what we   expected from them . Then we let them inspect the customer journey and all the pieces of data   silently for 45 minutes . We asked them to summarize any learning that they thought was   relevant using sticky notes to ensure that they kept it brief . Then , we used a similarly sized   panel opposite to our customer journeys to put all our sticky notes . 

 During 30 minutes , we clustered all similarly themed insights in groups that we proceeded to   summarize . We also connected those clusters that we thought had a relationship among them .   Finally , we discussed the different clusters during the next hour in which we uncovered the   insights behind the themes . We used the “ so what ” technique described in week ’s three video 

 “ mind mapping tool ” to force the group to think deeply of the implications of the observations   and the theme of each cluster . 

 Insight 

 The most striking outcome was the diversity of the insights that we got . The resulting clusters   were in many cases “ human ” issues that we needed to solve to drive adoption ( e.g. sometimes   the sales rep did not know how to use the tool , customers did not know most of the time why   they were giving their IDs … ) . However , we also discovered some technical issues that the   company was not aware of ( e.g. sometimes it took more than 10 minutes to upload the   documentation ) . Ultimately , what made the exercise very rich was that we also unearthed   some positive aspects of the current solution that customers and sales reps liked ( e.g.   customers loved that the process seemed safer , when it was fast it was preferred to the   traditional process … ) . This enabled us to develop a richer solution not only focusing on fixing   issues but also extending the aspects that everyone loved . 

 The ability of mind mapping to be used to not only gather issues but also positive points and   link it to their deep meaning makes it a great tool . The executives that attended the workshop   were enamored with the results . They have asked for the involvement of design thinking in   other projects raising the visibility of the technique and the profile of our group . 

 Approach 

 In retrospective , I was too focused on the issues that we needed to fix during the introduction   of the workshop . Only through the initiative of the attendees , we were able to also point to   the positive pieces of feedback that we have received . I believe we picked the right tool for the   job , but next time I will focus on learnings when presenting the objectives of the workshop and   not on issues . I believe this will encourage the team to pick all relevant feedback ( positive and   negative ) that may help us enrich 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 a member of the product development team in my company . We are “ shared resources ”   that support projects for all different parts of the organization . We usually take part in these   projects as part of a multidisciplinary team as project managers .   In one of our recent projects ,   led by the sales organization , we had the objective of increasing the adoption of a certain sales   tool . We use this sales tool in our shops to present , review , collect and sign all required   documentation ( e.g. contracts , IDs … ) in digital format as opposed to physical format . We knew   that we had a low usage rate but we did not know much more . We did not know which issues   the tool had nor how to prioritize them . We also had the issue of presenting information to   our stakeholders in an accessible way , not as a huge report 

 Selection 

 We decided to use mind mapping as a tool to achieve a common understanding of the   situation , identify pain points and their root causes and agree on the drivers that were   conspiring against the adoption of the tool . To do so , we built the ideal customer journey our   customers follow in our shops and contrasted it with all the different real world cases that we   found . This would help us identify the real issues as well as to build the design criteria for   ideation . 

 Application 

 We started by immersing ourselves deeply in the problem . To do so we interviewed 10 shop   clerks to understand their point of view . We visited and observed 3 shops ’ activity for 2 days .   We also asked real customers about their experience of the sale process and using the sales   tool . We then interviewed the IT people in charge of the tool to understand what was   happening behind the scenes for all the different cases that we have found in real life . 

 We then built our customer journey map in a large wall - sized panel and divided it in three   rows . On the top row , we placed the ideal customer journey , the step - by - step process that   showed how a customer proceeds to a purchase and how the sale is finished in the shop . In   the second row , we used sticky notes to lay out all the knowledge that we had gathered from   the different steps when using traditional documentation ( physical format ) . In the third row ,   we did the same exercise but this time with the digital documentation . For both rows we   recorded all the relevant pieces of data that we had gathered during our research : issues   encountered , what made our customers happy , what made them nervous , how much time did   they spend in - store , what did our sales reps did with that documentation , what our sales reps   told them during the process … 

 We then run a workshop with sales executives to identify and agree on the issues that we   wanted to tackle with the project . We started by introducing the workshop and what we   expected from them . Then we let them inspect the customer journey and all the pieces of data   silently for 45 minutes . We asked them to summarize any learning that they thought was   relevant using sticky notes to ensure that they kept it brief . Then , we used a similarly sized   panel opposite to our customer journeys to put all our sticky notes . 

 During 30 minutes , we clustered all similarly themed insights in groups that we proceeded to   summarize . We also connected those clusters that we thought had a relationship among them .   Finally , we discussed the different clusters during the next hour in which we uncovered the   insights behind the themes . We used the “ so what ” technique described in week ’s three video 

 “ mind mapping tool ” to force the group to think deeply of the implications of the observations   and the theme of each cluster . 

 Insight 

 The most striking outcome was the diversity of the insights that we got . The resulting clusters   were in many cases “ human ” issues that we needed to solve to drive adoption ( e.g. sometimes   the sales rep did not know how to use the tool , customers did not know most of the time why   they were giving their IDs … ) . However , we also discovered some technical issues that the   company was not aware of ( e.g. sometimes it took more than 10 minutes to upload the   documentation ) . Ultimately , what made the exercise very rich was that we also unearthed   some positive aspects of the current solution that customers and sales reps liked ( e.g.   customers loved that the process seemed safer , when it was fast it was preferred to the   traditional process … ) . This enabled us to develop a richer solution not only focusing on fixing   issues but also extending the aspects that everyone loved . 

 The ability of mind mapping to be used to not only gather issues but also positive points and   link it to their deep meaning makes it a great tool . The executives that attended the workshop   were enamored with the results . They have asked for the involvement of design thinking in   other projects raising the visibility of the technique and the profile of our group . 

 Approach 

 In retrospective , I was too focused on the issues that we needed to fix during the introduction   of the workshop . Only through the initiative of the attendees , we were able to also point to   the positive pieces of feedback that we have received . I believe we picked the right tool for the   job , but next time I will focus on learnings when presenting the objectives of the workshop and   not on issues . I believe this will encourage the team to pick all relevant feedback ( positive and   negative ) that may help us enrich the solution .
### Output: 