Reflection – Mind Mapping 

 1 . Challenge 

 I work with financial services implementation for banking , I am member of a multidisciplinary team which 

 includes people from : IT , Business , Marketing and Process areas . That diversity is excellent since we have several   points of view over the same scenario . Although , it is quite common we spend too much time trying to explain what   is the customer ’s problem that we need to solve . Basically , we want to mitigate the misunderstanding over the   communication and to improve our focus on ‘ ’ what is ” section . 

 2 . Selection 

 The Mind Mapping technique have showed as an excellent tool to assemble , in a visual way , what is the real 

 problem that needs to be solved and also it helps to show up if there are hidden problems ( sometimes a hidden   problem is more important than a known one ) . As presented at Video 4th in Week 3 , Mind Mapping process offers   several ways to analyse the data looking for patterns and insights that we might have missed . 

 3 . Application 

 Our Mind Mapping section starts with the exposure of what problem was the trigger to the project initiative . 

 After that , we presented some statistical data of similar situations occurred with other customers , this data was   provided by the “ Customer Experience area ” , and then we began by linking all the known issues to their   stakeholders . Afterwards , each member received a stick note and we started writing our guess about what could be   the triggers of those problems . At the end we categorized the triggers and put them into groups of origins ( people ,   system and process ) to become the analysis more effective when we initiate the Design Criteria phase . 

 4 . Insight 

 By using the Mind Mapping technique , our “ what is ” section was more effective and all the team members had a 

 better understanding over the problems and what would be our challenge . The high impact came up during the   Design Criteria phase where we had more focused ideas . Turning the meetings more effectives . 

 Design Thinking gave me excellent tools to be more effective in problem solving , especially when the solution 

 demands more creativity and customer focus . 

 5 . Approach 

 In spite our good results using almost the complete bulk of tools offered by the Mind Mapping technique we 

 forgot one of the most important tools , the ethnographic interview which could give us a really deeper   understanding about the customer needs . For the next initiatives , we are preparing some questions to be used in   face - to - face interviews with a group of customers . 


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: Reflection – Mind Mapping 

 1 . Challenge 

 I work with financial services implementation for banking , I am member of a multidisciplinary team which 

 includes people from : IT , Business , Marketing and Process areas . That diversity is excellent since we have several   points of view over the same scenario . Although , it is quite common we spend too much time trying to explain what   is the customer ’s problem that we need to solve . Basically , we want to mitigate the misunderstanding over the   communication and to improve our focus on ‘ ’ what is ” section . 

 2 . Selection 

 The Mind Mapping technique have showed as an excellent tool to assemble , in a visual way , what is the real 

 problem that needs to be solved and also it helps to show up if there are hidden problems ( sometimes a hidden   problem is more important than a known one ) . As presented at Video 4th in Week 3 , Mind Mapping process offers   several ways to analyse the data looking for patterns and insights that we might have missed . 

 3 . Application 

 Our Mind Mapping section starts with the exposure of what problem was the trigger to the project initiative . 

 After that , we presented some statistical data of similar situations occurred with other customers , this data was   provided by the “ Customer Experience area ” , and then we began by linking all the known issues to their   stakeholders . Afterwards , each member received a stick note and we started writing our guess about what could be   the triggers of those problems . At the end we categorized the triggers and put them into groups of origins ( people ,   system and process ) to become the analysis more effective when we initiate the Design Criteria phase . 

 4 . Insight 

 By using the Mind Mapping technique , our “ what is ” section was more effective and all the team members had a 

 better understanding over the problems and what would be our challenge . The high impact came up during the   Design Criteria phase where we had more focused ideas . Turning the meetings more effectives . 

 Design Thinking gave me excellent tools to be more effective in problem solving , especially when the solution 

 demands more creativity and customer focus . 

 5 . Approach 

 In spite our good results using almost the complete bulk of tools offered by the Mind Mapping technique we 

 forgot one of the most important tools , the ethnographic interview which could give us a really deeper   understanding about the customer needs . For the next initiatives , we are preparing some questions to be used in   face - to - face interviews with a group of customers .
### Output: 