Reflection - Storytelling 

 Challenge & Selection 

 My challenge is a real case which I had a several months ago . It is about an insurance   company , which wanted to know how customers are experiencing their service during the   different service stages .      Their problem was that selling insurances is going quite difficult these days , as competition is   high and people are tending to contract insurances relying more on the price rather than   their service . The insurance company wanted to understand how they can make customers   believe in their service rather than in their price , but they did not know how to tackle the   topic and all intentions to find it out by themselves were n’t fructiferous .     They perceived that customers are quite satisfied with their service in general , but realized   that in case of claims , customers are dissatisfied and that they ca n’t handle expectations         We have selected storytelling , because we needed a way to make the company aware of a   reality which was not seen that way before . The company was used to analyse data and they   were working in silos without understanding a bigger context . To use the customer story   would have helped them to gain different insights and solutions .   Story telling allows us to visualize the service experienced from a customer point of view to   create more empathy from company side . Empathy which most of the times is not easy to   have if you never change your perspective .              Application   To understand the situation of the company and how customers are experiencing   their service , we decided to interview both sides to have : stakeholder view on   company side and customer view from outside .     We wanted to know in detail the way the insurance is working with their clients , the   processes from the early beginning until the end of the contract or their service when   there is a claim . The same thing we have asked the customers to have their point of   view . 

 Putting this information together we designed a case story , were both parties point of   view were mapped together in a kind of customer journey about their experience   before , at the beginning , during and after the service .      We were mapping all together with the different service stages , the customer mood   and company touchpoints , to visualize it and to tell them a story of an example   customer with al context .       The story we have created was presented to the company for discussing together ,   identifying issues , solutions and finding new opportunities . 

 Insight   The insides we have gathered in this exercise were quite interesting and had a big   impact on the way the insurance company is visualizing their service behavior   towards the customers .     It was really helpful to review a story with the insights from stakeholders and   customers combined , to understand where are the issues in the communication   between both parties .     We found out that there are several gaps were customers , especially when they had   claims , felt kind of lost and the companies service proposition was not fulfilled from   customer point of view .    Customers were unhappy to have a lot of paperwork and about the time needed to   conclude the claim .      The overall experience was that the engagement of the customers was big at the   beginning of the contract and decreasing during the time .   When they just had to renew the contract they were n’t aware of the service . On the   other hand , if they had had a claim during the contracted period , the experience was   negative and they were n’t satisfied at all with the service . 

 Approach 

 Storytelling is a great tool to make people aware of things they wo n’t see just by   reviewing data .    In my case , the insurance company was aware of complaints from customers during   the claim process , but they did not know the great picture and were not seeing the   gap between there service proposition and reality .      We could have combined our story with visualization , which would had made it even   clearer to the company . 


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 - Storytelling 

 Challenge & Selection 

 My challenge is a real case which I had a several months ago . It is about an insurance   company , which wanted to know how customers are experiencing their service during the   different service stages .      Their problem was that selling insurances is going quite difficult these days , as competition is   high and people are tending to contract insurances relying more on the price rather than   their service . The insurance company wanted to understand how they can make customers   believe in their service rather than in their price , but they did not know how to tackle the   topic and all intentions to find it out by themselves were n’t fructiferous .     They perceived that customers are quite satisfied with their service in general , but realized   that in case of claims , customers are dissatisfied and that they ca n’t handle expectations         We have selected storytelling , because we needed a way to make the company aware of a   reality which was not seen that way before . The company was used to analyse data and they   were working in silos without understanding a bigger context . To use the customer story   would have helped them to gain different insights and solutions .   Story telling allows us to visualize the service experienced from a customer point of view to   create more empathy from company side . Empathy which most of the times is not easy to   have if you never change your perspective .              Application   To understand the situation of the company and how customers are experiencing   their service , we decided to interview both sides to have : stakeholder view on   company side and customer view from outside .     We wanted to know in detail the way the insurance is working with their clients , the   processes from the early beginning until the end of the contract or their service when   there is a claim . The same thing we have asked the customers to have their point of   view . 

 Putting this information together we designed a case story , were both parties point of   view were mapped together in a kind of customer journey about their experience   before , at the beginning , during and after the service .      We were mapping all together with the different service stages , the customer mood   and company touchpoints , to visualize it and to tell them a story of an example   customer with al context .       The story we have created was presented to the company for discussing together ,   identifying issues , solutions and finding new opportunities . 

 Insight   The insides we have gathered in this exercise were quite interesting and had a big   impact on the way the insurance company is visualizing their service behavior   towards the customers .     It was really helpful to review a story with the insights from stakeholders and   customers combined , to understand where are the issues in the communication   between both parties .     We found out that there are several gaps were customers , especially when they had   claims , felt kind of lost and the companies service proposition was not fulfilled from   customer point of view .    Customers were unhappy to have a lot of paperwork and about the time needed to   conclude the claim .      The overall experience was that the engagement of the customers was big at the   beginning of the contract and decreasing during the time .   When they just had to renew the contract they were n’t aware of the service . On the   other hand , if they had had a claim during the contracted period , the experience was   negative and they were n’t satisfied at all with the service . 

 Approach 

 Storytelling is a great tool to make people aware of things they wo n’t see just by   reviewing data .    In my case , the insurance company was aware of complaints from customers during   the claim process , but they did not know the great picture and were not seeing the   gap between there service proposition and reality .      We could have combined our story with visualization , which would had made it even   clearer to the company .
### Output: 