Visualization – Antonio Coppola 

 Challenge : Change Management on a proposed process change within the claims organization of a large   US based P&C insurer which will greatly modify how First Notice of Loss ( FNOL ) submissions are   processed . Change of process will introduce Robotic Process Automation ( RPA ) functionality and   significantly modify work content and responsibilities for Contact Center associates . 

 Selection : Selected Visualization , or visual thinking to create a shared understanding of the problem the   change of process was attempting to solve . The approach used leverages pictures to help visualize   painpoints and desired future state in a brainstorming format . The pictures are intended to evoke an   emotional response to real life issues , frustrations and ideals that the associates are feeling . 

 Application : I conducted several focus group sessions with customers to obtain Voice of the Customer   ( VOC ) and several focus groups with associates to obtain Voice of the Associate ( VOA ) . The sessions   were held over several weeks to ensure we had a good representation of customers and associates . I   began the VOC sessions with a high - level process map to represent the customers experience as they   traveled along the process of filing an auto damage claim . I then asked the customers to select pictures   that best represented how they felt through the process . Pictures selected ranged from feelings of   frustration , fear , uncertainty , anger , etc .. which were not surprising . In most cases the claimant has just   been in a car accident , not saavy of the insurance process , and is flustered . The pictures that were   selected to describe their ideal state gave an indication that the wanted to be comforted , have   confidence that things were being handled ( repairs , rental , etc . ) and wanted to hear a human voice .   Shortly afterward I conducted Focus group sessions with the associates using a process map to show the   process they followed . As with the customer group , I had the associates select pictures to describe their   feelings through the process and to illustrate what their desired state would be . 

 Insight : After compiling the results from the two separate Focus Group experiments , I compiled the   themes from each of the groups using word clouds to visualize the results . The outcome was shocking !   The associates used similar words and selected similar pictures as the customers not only with the   painpoints and issues but also with the desired future state . 

 What I had learned from using this technique is that while you can often get participation from different   study groups through plain old brainstorming , putting the process in visual form and using pictures   absolutely energized the groups to share at a much more personal level . 

 Approach : After showing the similarities in response that the customers had , I revisited the change we   were proposing for the FNOL process and the use of automation . With a few minor changes to the   process as a result of the focus group feedback , we were able to implement the changes , realize a   positive impact on customer experience and provide more meaningful customer facing work to the   associate . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Antonio Coppola
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: Visualization – Antonio Coppola 

 Challenge : Change Management on a proposed process change within the claims organization of a large   US based P&C insurer which will greatly modify how First Notice of Loss ( FNOL ) submissions are   processed . Change of process will introduce Robotic Process Automation ( RPA ) functionality and   significantly modify work content and responsibilities for Contact Center associates . 

 Selection : Selected Visualization , or visual thinking to create a shared understanding of the problem the   change of process was attempting to solve . The approach used leverages pictures to help visualize   painpoints and desired future state in a brainstorming format . The pictures are intended to evoke an   emotional response to real life issues , frustrations and ideals that the associates are feeling . 

 Application : I conducted several focus group sessions with customers to obtain Voice of the Customer   ( VOC ) and several focus groups with associates to obtain Voice of the Associate ( VOA ) . The sessions   were held over several weeks to ensure we had a good representation of customers and associates . I   began the VOC sessions with a high - level process map to represent the customers experience as they   traveled along the process of filing an auto damage claim . I then asked the customers to select pictures   that best represented how they felt through the process . Pictures selected ranged from feelings of   frustration , fear , uncertainty , anger , etc .. which were not surprising . In most cases the claimant has just   been in a car accident , not saavy of the insurance process , and is flustered . The pictures that were   selected to describe their ideal state gave an indication that the wanted to be comforted , have   confidence that things were being handled ( repairs , rental , etc . ) and wanted to hear a human voice .   Shortly afterward I conducted Focus group sessions with the associates using a process map to show the   process they followed . As with the customer group , I had the associates select pictures to describe their   feelings through the process and to illustrate what their desired state would be . 

 Insight : After compiling the results from the two separate Focus Group experiments , I compiled the   themes from each of the groups using word clouds to visualize the results . The outcome was shocking !   The associates used similar words and selected similar pictures as the customers not only with the   painpoints and issues but also with the desired future state . 

 What I had learned from using this technique is that while you can often get participation from different   study groups through plain old brainstorming , putting the process in visual form and using pictures   absolutely energized the groups to share at a much more personal level . 

 Approach : After showing the similarities in response that the customers had , I revisited the change we   were proposing for the FNOL process and the use of automation . With a few minor changes to the   process as a result of the focus group feedback , we were able to implement the changes , realize a   positive impact on customer experience and provide more meaningful customer facing work to the   associate .
### Output: 