Design Thinking Tool – Mind Mapping 

 Challenge 

 I work as a junior project manager in the customer experience team of an international   emergency assistance company . One of our tasks is to collect customer feedbacks from different   channels , perform analysis to evaluate customer satisfaction and find solutions to pain points to   ameliorate customer experience . We recently noticed that the customer satisfaction of roadside   assistance drops significantly in July and August every year , and we only know from data that it ’s   due to the large volume of cases in “ Peak Season ” . In order to find the root causes and design   innovative solutions to customer pain points , our team decided to hold a design thinking   session . 

 Selection 

 The scope of the project includes 3 European markets : France , Italy , Iberia ( Spain & Portugal ) ,   and the country managers know their market better than anyone else , including us central team   in headquarter , so their mind really matters and is the key to the project . In order to map out   the full picture of the project , a collective design thinking session with in - depth brainstorm such   as mind mapping workshop is a good fit to us . 

 Application 

 We took a whole day and organized 2 rounds discussion for the mind mapping , the first round   mainly to come up with all possible causes for customer complaints , and the second round to   kill the non - relevant ones and merge repetitive ones to have the final root causes . 

 It ’s just like organizing a yard sale and inviting shoppers ( indicated in the design thinking   course ) , we listed out all relevant colleagues within the scope and defined 12 key stakeholders   as participants to the sessions . 

 In the first discussion , our team listed most common complaints from customers , and for each   of the complaints , country managers would have 5mins to come up with ideas on root causes of   the complaints . The discussion was completely online and we used virtual sticky notes so that   every one could think independently and not be influenced by others voice . 

 After gathering all possible root causes for all complaints , we entered next round of discussion .   In this round , we reviewed all sticky notes again , killed the non - relevant ones and tried to find   the internal links between the causes and build a mind map to connect the dots . 

 Insight & Approach 

 Using the mind mapping tool , our design thinking session was more efficient than ever . Even   though we had so many fragmented pieces of information and data , we were managed to sort   and categorized them and transformed them into structured insights . The result of the session ,   a clear mind map of real root causes for each customer complaints , has been a good guidance   for our team to plan for next steps to close the loop : we quickly proposed several innovative   solutions to experiment in the soon coming “ peak season ” , and defined baseline and KPI for the   experiments . 

 Our team have had many design thinking workshops before , but after having this course , I had a   clearer view on what a structured design thinking process should be , and how to use the design   thinking tools to achieve the most outcome . It ’s been a very useful course for me . 


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: Design Thinking Tool – Mind Mapping 

 Challenge 

 I work as a junior project manager in the customer experience team of an international   emergency assistance company . One of our tasks is to collect customer feedbacks from different   channels , perform analysis to evaluate customer satisfaction and find solutions to pain points to   ameliorate customer experience . We recently noticed that the customer satisfaction of roadside   assistance drops significantly in July and August every year , and we only know from data that it ’s   due to the large volume of cases in “ Peak Season ” . In order to find the root causes and design   innovative solutions to customer pain points , our team decided to hold a design thinking   session . 

 Selection 

 The scope of the project includes 3 European markets : France , Italy , Iberia ( Spain & Portugal ) ,   and the country managers know their market better than anyone else , including us central team   in headquarter , so their mind really matters and is the key to the project . In order to map out   the full picture of the project , a collective design thinking session with in - depth brainstorm such   as mind mapping workshop is a good fit to us . 

 Application 

 We took a whole day and organized 2 rounds discussion for the mind mapping , the first round   mainly to come up with all possible causes for customer complaints , and the second round to   kill the non - relevant ones and merge repetitive ones to have the final root causes . 

 It ’s just like organizing a yard sale and inviting shoppers ( indicated in the design thinking   course ) , we listed out all relevant colleagues within the scope and defined 12 key stakeholders   as participants to the sessions . 

 In the first discussion , our team listed most common complaints from customers , and for each   of the complaints , country managers would have 5mins to come up with ideas on root causes of   the complaints . The discussion was completely online and we used virtual sticky notes so that   every one could think independently and not be influenced by others voice . 

 After gathering all possible root causes for all complaints , we entered next round of discussion .   In this round , we reviewed all sticky notes again , killed the non - relevant ones and tried to find   the internal links between the causes and build a mind map to connect the dots . 

 Insight & Approach 

 Using the mind mapping tool , our design thinking session was more efficient than ever . Even   though we had so many fragmented pieces of information and data , we were managed to sort   and categorized them and transformed them into structured insights . The result of the session ,   a clear mind map of real root causes for each customer complaints , has been a good guidance   for our team to plan for next steps to close the loop : we quickly proposed several innovative   solutions to experiment in the soon coming “ peak season ” , and defined baseline and KPI for the   experiments . 

 Our team have had many design thinking workshops before , but after having this course , I had a   clearer view on what a structured design thinking process should be , and how to use the design   thinking tools to achieve the most outcome . It ’s been a very useful course for me .
### Output: 