Example Reflection – Visualization 

 Challenge & Selection 

 I ’m head of customer experience management team in telecom sector and my/ our challenge   is to improve the customer experinces ( activities and process ) for our customers in our service   channels which are digital , face to face and call center in the company . 

 Visualisation is a core component of the way that we communicate , whether we 're aware of it   or not . When I ’m dealing with very complex problems , I ’m enacting a different kind of   problem solving that has to bring in more than just logic . Visualisation allows us to think in a   non - verbal way and access parts of our brain , our creativity . Visualisation is equal parts   listening , thinking and drawing . Listening is the input , thinking is the processing and drawing   is the output . These three skills work together equally in understanding complexity ,   visualising outcomes to create new possibilities . 

 Our team has already gone through several design thinking activities / tools , so we are ready to   try the visualization tool . Visual tools that can be used for understanding the problem are for   e.g. personas , mind map , customer journey maps , moodboard . 

 I often use this approach with my collegues , customer experience designers working to   improve experiences of customers . Also I use this method while working on a problematic   issues and pain points in customer journeys with people working in different departments in   the company . 

 I recently have used the technique of using visualization tools to define the our problems in   customer complaint journey . Because while the stakeholders working in the channels   conveyed by the complaint said there was no problem , the increase in the number of   complaints indicated that there was a problem . We needed to define the main problems and all   related group of stakeholders have discussed the end to end process all service channells and   we learned from each others the pain points and opportunities our improvements or solutions   areas . 

 Application 

 I organized a workshop to discuss the all details of the customer journey with the related   steakholders in company . But before workshop I had to build a good understanding of the   problem that we are trying to solve . So I got all process informations , insights , data , photos   Because creating a research ewall is a great way to display insights , photos , and artifacts – all   the relevant research outputs in one place . 

 In an workshop I started to draw the process by creating a stickman which defines the our   client , I used some photos for defining the all kind of clients and The other existing materails   were operational data , complaint management system informations , customers ’ complaints   reports , voice of customers and employees and some analytics data . 

 I also drew shapes of these materials on a whiteboard . I completed the simple end to end   complaint journey map for 3 personas . ( we defined main personas with all participants in an   meeting ) 

 Then I divided the participants in the workshop into 3 groups ( representing a different   department or area of interest ) I gave three diffrent colors ( red&green&yallow ) post - its to   write their comments 

 I defined three questions to answer , such as ;    a ) What are the parts you think are missing in the process ? 

 b ) What would you change about the graphic to make it better ? 

 c ) Which customer ’s group do you think is having more problems in this journey map ? Why ? 

 Then they started to work on this process map . I gave them approximately 30 minutes to   discuss the questions and stick the comments the process map . When the work was finished ,   the spokesperson of each group reported their findings on post - its , which he uploaded on the   drawing . After sharing all 3 teams , we finalized the process drawing by making a final   evaluation . Finally , we work on the drowing the process and achieved a sense of agreement   and consensus with my stakeholders . In an workshop , we were being able to understand each   others and aligned our ideas . After the session , I move the poster of each group to the digital   platform . I create final the end - to - end journey map , which includes information shared from   the group discussion . ( emotions , pain points , channel interactions … ) 

 Insight & Approach 

 Using the visualization method , I enabled the participants to see the whole picture , and when   ideas , thoughts and emotions were illustrated , a much more detailed Picture emerged . 

 The beauty of using Visualisation is that we can tap into a single picture . The more you begin   to use pictures , the more that you begin to diagram while you talk and create a visual image   for people of how you are thinking . Visualisation takes us beyond just using words or   language alone . 

 The world will always need people who can see the bigger picture - those who listen , who   find patterns , and make connections . The world around us is complex and needs us to   strengthen our ability capture and organise ideas . We need more clarity . We need more shared   understanding . We need more simplicity . The more likely you are to achieve a sense of   agreement and consensus with people , the more you are likely to draw out conversation . In an   environment where your ability to get things done and to solve problems is dependent on   other people being able to understand you and align their ideas with yours . 

 It 's very easy to create a simple diagram –   and most anyone can draw a stick figure , a circle , a   square , or an arrow . Those are the basic building blocks of creating a Visualisation . 

 When you get to concept development , Visualisation becomes incredibly useful . Your brain is   creating pictures of something that does n't yet exist . It 's creating pictures of something that   will soon be . As we move forward into prototyping , we get much more detailed in the way   that we start to visualise . Then we create very complex diagrams or maps of how we think the   customer experience is going to work ideally . 

 Pictures and images enable us to not only help people understand what it is we 're trying to do   but to help persuade them in the worthiness of that particular idea or the strength of that   concept . 

 This can be a little intimidating at first for some . I think that people will find that once they   start getting in the habit of doing that , you quickly see how the rest of the room responds to   you when you get up and you start drawing . 


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: Example Reflection – Visualization 

 Challenge & Selection 

 I ’m head of customer experience management team in telecom sector and my/ our challenge   is to improve the customer experinces ( activities and process ) for our customers in our service   channels which are digital , face to face and call center in the company . 

 Visualisation is a core component of the way that we communicate , whether we 're aware of it   or not . When I ’m dealing with very complex problems , I ’m enacting a different kind of   problem solving that has to bring in more than just logic . Visualisation allows us to think in a   non - verbal way and access parts of our brain , our creativity . Visualisation is equal parts   listening , thinking and drawing . Listening is the input , thinking is the processing and drawing   is the output . These three skills work together equally in understanding complexity ,   visualising outcomes to create new possibilities . 

 Our team has already gone through several design thinking activities / tools , so we are ready to   try the visualization tool . Visual tools that can be used for understanding the problem are for   e.g. personas , mind map , customer journey maps , moodboard . 

 I often use this approach with my collegues , customer experience designers working to   improve experiences of customers . Also I use this method while working on a problematic   issues and pain points in customer journeys with people working in different departments in   the company . 

 I recently have used the technique of using visualization tools to define the our problems in   customer complaint journey . Because while the stakeholders working in the channels   conveyed by the complaint said there was no problem , the increase in the number of   complaints indicated that there was a problem . We needed to define the main problems and all   related group of stakeholders have discussed the end to end process all service channells and   we learned from each others the pain points and opportunities our improvements or solutions   areas . 

 Application 

 I organized a workshop to discuss the all details of the customer journey with the related   steakholders in company . But before workshop I had to build a good understanding of the   problem that we are trying to solve . So I got all process informations , insights , data , photos   Because creating a research ewall is a great way to display insights , photos , and artifacts – all   the relevant research outputs in one place . 

 In an workshop I started to draw the process by creating a stickman which defines the our   client , I used some photos for defining the all kind of clients and The other existing materails   were operational data , complaint management system informations , customers ’ complaints   reports , voice of customers and employees and some analytics data . 

 I also drew shapes of these materials on a whiteboard . I completed the simple end to end   complaint journey map for 3 personas . ( we defined main personas with all participants in an   meeting ) 

 Then I divided the participants in the workshop into 3 groups ( representing a different   department or area of interest ) I gave three diffrent colors ( red&green&yallow ) post - its to   write their comments 

 I defined three questions to answer , such as ;    a ) What are the parts you think are missing in the process ? 

 b ) What would you change about the graphic to make it better ? 

 c ) Which customer ’s group do you think is having more problems in this journey map ? Why ? 

 Then they started to work on this process map . I gave them approximately 30 minutes to   discuss the questions and stick the comments the process map . When the work was finished ,   the spokesperson of each group reported their findings on post - its , which he uploaded on the   drawing . After sharing all 3 teams , we finalized the process drawing by making a final   evaluation . Finally , we work on the drowing the process and achieved a sense of agreement   and consensus with my stakeholders . In an workshop , we were being able to understand each   others and aligned our ideas . After the session , I move the poster of each group to the digital   platform . I create final the end - to - end journey map , which includes information shared from   the group discussion . ( emotions , pain points , channel interactions … ) 

 Insight & Approach 

 Using the visualization method , I enabled the participants to see the whole picture , and when   ideas , thoughts and emotions were illustrated , a much more detailed Picture emerged . 

 The beauty of using Visualisation is that we can tap into a single picture . The more you begin   to use pictures , the more that you begin to diagram while you talk and create a visual image   for people of how you are thinking . Visualisation takes us beyond just using words or   language alone . 

 The world will always need people who can see the bigger picture - those who listen , who   find patterns , and make connections . The world around us is complex and needs us to   strengthen our ability capture and organise ideas . We need more clarity . We need more shared   understanding . We need more simplicity . The more likely you are to achieve a sense of   agreement and consensus with people , the more you are likely to draw out conversation . In an   environment where your ability to get things done and to solve problems is dependent on   other people being able to understand you and align their ideas with yours . 

 It 's very easy to create a simple diagram –   and most anyone can draw a stick figure , a circle , a   square , or an arrow . Those are the basic building blocks of creating a Visualisation . 

 When you get to concept development , Visualisation becomes incredibly useful . Your brain is   creating pictures of something that does n't yet exist . It 's creating pictures of something that   will soon be . As we move forward into prototyping , we get much more detailed in the way   that we start to visualise . Then we create very complex diagrams or maps of how we think the   customer experience is going to work ideally . 

 Pictures and images enable us to not only help people understand what it is we 're trying to do   but to help persuade them in the worthiness of that particular idea or the strength of that   concept . 

 This can be a little intimidating at first for some . I think that people will find that once they   start getting in the habit of doing that , you quickly see how the rest of the room responds to   you when you get up and you start drawing .
### Output: 