Mind Mapping 

 Challenge & Selection   The first tool I used was the Mind Mapping tool when I initially joined my current company where   I was brought on to chart the current onboarding process for new customers and identify areas   of opportunity for process improvements .   I decided to use this approach because I could begin   by mapping out my own onboarding experience as a customer ( because I had my own data   points ) which could easily be described as dreadful and I had tons of feedback . I then extended   the invitation for other associates to map out their experiences as well , giving us a broad sense   of what was happening across the process since no documentation for this existed at the time .      Application   I started the process by designating a huge whiteboard ( conveniently located to senior   leadership ) as the space where myself and other associates could place visuals of their   onboarding process – application information , messaging screenshots , printouts of emails   received during the onboarding time - frame , copies of welcome materials , call recordings with   service agents and relevant information about product usage / ease , etc . I also asked everyone   to write sound bites of their experience – what went well , what did not , what was devastatingly   awful , would they recommend to friends and family .   I then added actual customer complaint   verbatims to this board that we received through website surveys , social media , call listening   sessions and regulatory organizations . This whiteboard turned into a very powerful visual of an   undocumented process that was ripe with opportunity to make it better for our customers .       As more and more associates contributed their information on the board themes started to   emerge .   We grouped together pieces of the experience into groups , sorted by channel and   interaction type , which began to tell the story of the current customer onboarding process - lack   of relevant information about what was going to happen next once the product was purchased ,   over communication via email regarding cross sell or simply providing useless information and   clogging inboxes , untimely delivery of product via snail mail , poor lengthy service calls with   agents that oversold additional products when customers clearly were not interested .   Senior   leadership was able to have sequenced visuals to react to and get a sense of what was   happening to our customers during this valuable first interaction with new customers .   They   were then able to prioritize projects to improve the experience for the customers and inform   impacted business lines about the current process failures and keys to best practices for future   sales .      Insight & Approach   This was the perfect tool to use to map out an undocumented process that was considered a   “ black hole ” within the organization . Through the use of visuals and plotting , we were able to pull   together data points compiled by actual associate experiences married with hundreds of   customer complaints to provide fact - based insight into what was actually occurring and where   things were broken , demystifying what we were assuming was happening during this vital   portion of a customer lifecycle .   We were able to pinpoint root causes of customer pain points   and make big process improvements to create a better customer experience . Associates shared   their insights and learnings with their individual teams to influence the creation of better   business processes to ensure a positive customer experience . Since the overall customer   experience told such a valuable story , next time I would like to dig deeper , using storytelling , to   show case individual customer experiences to gain even more insight into customer   needs / expectations / dislikes , etc . to implement additional process improvements . 


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: Mind Mapping 

 Challenge & Selection   The first tool I used was the Mind Mapping tool when I initially joined my current company where   I was brought on to chart the current onboarding process for new customers and identify areas   of opportunity for process improvements .   I decided to use this approach because I could begin   by mapping out my own onboarding experience as a customer ( because I had my own data   points ) which could easily be described as dreadful and I had tons of feedback . I then extended   the invitation for other associates to map out their experiences as well , giving us a broad sense   of what was happening across the process since no documentation for this existed at the time .      Application   I started the process by designating a huge whiteboard ( conveniently located to senior   leadership ) as the space where myself and other associates could place visuals of their   onboarding process – application information , messaging screenshots , printouts of emails   received during the onboarding time - frame , copies of welcome materials , call recordings with   service agents and relevant information about product usage / ease , etc . I also asked everyone   to write sound bites of their experience – what went well , what did not , what was devastatingly   awful , would they recommend to friends and family .   I then added actual customer complaint   verbatims to this board that we received through website surveys , social media , call listening   sessions and regulatory organizations . This whiteboard turned into a very powerful visual of an   undocumented process that was ripe with opportunity to make it better for our customers .       As more and more associates contributed their information on the board themes started to   emerge .   We grouped together pieces of the experience into groups , sorted by channel and   interaction type , which began to tell the story of the current customer onboarding process - lack   of relevant information about what was going to happen next once the product was purchased ,   over communication via email regarding cross sell or simply providing useless information and   clogging inboxes , untimely delivery of product via snail mail , poor lengthy service calls with   agents that oversold additional products when customers clearly were not interested .   Senior   leadership was able to have sequenced visuals to react to and get a sense of what was   happening to our customers during this valuable first interaction with new customers .   They   were then able to prioritize projects to improve the experience for the customers and inform   impacted business lines about the current process failures and keys to best practices for future   sales .      Insight & Approach   This was the perfect tool to use to map out an undocumented process that was considered a   “ black hole ” within the organization . Through the use of visuals and plotting , we were able to pull   together data points compiled by actual associate experiences married with hundreds of   customer complaints to provide fact - based insight into what was actually occurring and where   things were broken , demystifying what we were assuming was happening during this vital   portion of a customer lifecycle .   We were able to pinpoint root causes of customer pain points   and make big process improvements to create a better customer experience . Associates shared   their insights and learnings with their individual teams to influence the creation of better   business processes to ensure a positive customer experience . Since the overall customer   experience told such a valuable story , next time I would like to dig deeper , using storytelling , to   show case individual customer experiences to gain even more insight into customer   needs / expectations / dislikes , etc . to implement additional process improvements .
### Output: 