Challenge and Selection      I hold responsibilities as a technical product manager for a global bank in the middle east . In   this paper , I would be describing how the tool of ‘ visualization ’ and the understanding of visual   thinking has helped me and the organization to achieve a regulatory requirement to build a   solution that can suit all products to record and handle customer retention journeys .      Recently as part of the ‘ consumer protection regulations ’ all financial organizations were   requested to keep records of any retention offers given to a client , followed by few types of   written communications at each stage of the customer retention journey . This would include   acknowledging the customers ’ requests in two business days upon receipt , provide written   confirmations for any retention offers given to the client and retain records of such requests for   a stipulated period .      Even though there were existing processors to handle customers retentions based on each   product , for example , Accounts , Credit Cards , Personal Loans , Mortgages and Vehicle Finances .   There was an obvious requirement to build a single tool that will comply with the regulatory ask   and be driven by user - level configurations to handle end to end customer retentions journeys .     At the start , it was n’t an easy task to agree on a single journey that can suit all products to   handle these different requirements in terms of retention offers . However , collectively with the   power of visualization , we managed to come up with a perfect design to build this new tool to   handle this regulatory and organizations requirement .      Application      As always , the visualization story began with a simple box and arrow flow chart . I had to   organize multiple meetings over zoom with all products managers to finetune the overall design   as the retentions journeys and customer touchpoints were different by - products . At certain   points , the discussions got a little heated as some journeys were overlapping mainly due to   service level agreements , complexity and fee commitments . For example , retaining a credit   card seemed much easier than a savings accounts . At the same time settling a personal loan   seemed much easier than a housing mortgage even though these products fall into the same   category of lending . Also , having to conduct this project totally over zoom due to remote   working was a bigger challenge than it seemed to mutual agreements on certain touchpoints .     Therefore , in order to understand the ‘ what IF ’ element of the design thinking journey , all   product managers were requested to team up with their operations colleagues and find   answers to the below few questions     1 . What are the key elements that should be included in the graphical design ?   2 . What changes would be required in order to address all challenges for each product 

 retention ? 

 3 . What are the common attributes your product retention life cycle has , compared to other 

 products ? 

 4 . How could it impact the current SLA ’s , the clients and customer service ?      However , it was quite eminent that more we adopted visual thinking by including all the ideas   of each product manager based on the behaviour of their product , the overall solution design   also was refined . At the same time , some product managers were able to identify a few   common elements and behaviours that could be leveraged to be used for multiple products .   One main observation I had is that sometimes a certain understanding we all had based on   verbal explanation was not always the same when we draw the same idea graphically . Even   though the outcome was the same in both cases , but the path to get there was different on   individual ’s minds . This challenge was easy to overcome by adding those ideas into visual on a   whiteboard in front of all so everyone could be in the same understating of the final solution .      Also , for certain individuals , verbal explanations are not their strongest point . On contrary , the   level of listening and understanding is also something different to each individual . Therefore ,   visualization was the perfect answer to overcome these unforeseen challenges and to have   much shorter discussions and fruitful outcomes . Having said that , the time we managed to save   for planning can now be invested in solution build so we could hopefully have an early go - live   than planned .        Insight and Approach      What I have mainly learnt by leading this project was that visualization during a design journey   can start at a very simple level and it will eventually mature when all members of the team are   convinced with the visual thinking approach . Also , the team members will always have different   understandings of a certain problem even though it is common for all products and services ,   but with visualization , all of them can be brought to one level of understating within a very   minimal time frame . A graphically visualized solution will always provide the stakeholders with   a different dimension to a problem . At the same time , it will help to find answers to a challenge   much sooner simply by moving few elements in the workflow . Also , it will provide them with an   understanding of how another person would look at the same problem much differently and   find a better solution than what you thought was the right approach .     A visualized solution will always keep the stakeholders much focused and glutted on the   discussion points especially when it ’s done over video conferencing . The chances of focus   derailing are much lesser than an ordinary verbal meeting . Also , it will help to share their   perspectives much easily in a way where everyone will understand the exact solutions at the   same level , most of the time the existing processes can get refined by understating how others   do things differently . Therefore , the best practices will only take centre stage in the final   solution design . 

 As I ’ve discovered , the most valuable aspect of the visualization tool is the shared insight and   learning from your won pears . This will also provide us with a good understanding of how   rational thinking can bring good results to a specific situation . In similar future projects , where   we will have to build solutions and designs , I will make sure to take this approach of   visualization at the starting point . This will help the project team to agree and build robust   solutions much faster with the blessings from each line of businesses and stakeholders no   matter which position they hold in the organization as it will give them a very clear   understanding of what ’s being built as solutions and outcomes . 


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: Challenge and Selection      I hold responsibilities as a technical product manager for a global bank in the middle east . In   this paper , I would be describing how the tool of ‘ visualization ’ and the understanding of visual   thinking has helped me and the organization to achieve a regulatory requirement to build a   solution that can suit all products to record and handle customer retention journeys .      Recently as part of the ‘ consumer protection regulations ’ all financial organizations were   requested to keep records of any retention offers given to a client , followed by few types of   written communications at each stage of the customer retention journey . This would include   acknowledging the customers ’ requests in two business days upon receipt , provide written   confirmations for any retention offers given to the client and retain records of such requests for   a stipulated period .      Even though there were existing processors to handle customers retentions based on each   product , for example , Accounts , Credit Cards , Personal Loans , Mortgages and Vehicle Finances .   There was an obvious requirement to build a single tool that will comply with the regulatory ask   and be driven by user - level configurations to handle end to end customer retentions journeys .     At the start , it was n’t an easy task to agree on a single journey that can suit all products to   handle these different requirements in terms of retention offers . However , collectively with the   power of visualization , we managed to come up with a perfect design to build this new tool to   handle this regulatory and organizations requirement .      Application      As always , the visualization story began with a simple box and arrow flow chart . I had to   organize multiple meetings over zoom with all products managers to finetune the overall design   as the retentions journeys and customer touchpoints were different by - products . At certain   points , the discussions got a little heated as some journeys were overlapping mainly due to   service level agreements , complexity and fee commitments . For example , retaining a credit   card seemed much easier than a savings accounts . At the same time settling a personal loan   seemed much easier than a housing mortgage even though these products fall into the same   category of lending . Also , having to conduct this project totally over zoom due to remote   working was a bigger challenge than it seemed to mutual agreements on certain touchpoints .     Therefore , in order to understand the ‘ what IF ’ element of the design thinking journey , all   product managers were requested to team up with their operations colleagues and find   answers to the below few questions     1 . What are the key elements that should be included in the graphical design ?   2 . What changes would be required in order to address all challenges for each product 

 retention ? 

 3 . What are the common attributes your product retention life cycle has , compared to other 

 products ? 

 4 . How could it impact the current SLA ’s , the clients and customer service ?      However , it was quite eminent that more we adopted visual thinking by including all the ideas   of each product manager based on the behaviour of their product , the overall solution design   also was refined . At the same time , some product managers were able to identify a few   common elements and behaviours that could be leveraged to be used for multiple products .   One main observation I had is that sometimes a certain understanding we all had based on   verbal explanation was not always the same when we draw the same idea graphically . Even   though the outcome was the same in both cases , but the path to get there was different on   individual ’s minds . This challenge was easy to overcome by adding those ideas into visual on a   whiteboard in front of all so everyone could be in the same understating of the final solution .      Also , for certain individuals , verbal explanations are not their strongest point . On contrary , the   level of listening and understanding is also something different to each individual . Therefore ,   visualization was the perfect answer to overcome these unforeseen challenges and to have   much shorter discussions and fruitful outcomes . Having said that , the time we managed to save   for planning can now be invested in solution build so we could hopefully have an early go - live   than planned .        Insight and Approach      What I have mainly learnt by leading this project was that visualization during a design journey   can start at a very simple level and it will eventually mature when all members of the team are   convinced with the visual thinking approach . Also , the team members will always have different   understandings of a certain problem even though it is common for all products and services ,   but with visualization , all of them can be brought to one level of understating within a very   minimal time frame . A graphically visualized solution will always provide the stakeholders with   a different dimension to a problem . At the same time , it will help to find answers to a challenge   much sooner simply by moving few elements in the workflow . Also , it will provide them with an   understanding of how another person would look at the same problem much differently and   find a better solution than what you thought was the right approach .     A visualized solution will always keep the stakeholders much focused and glutted on the   discussion points especially when it ’s done over video conferencing . The chances of focus   derailing are much lesser than an ordinary verbal meeting . Also , it will help to share their   perspectives much easily in a way where everyone will understand the exact solutions at the   same level , most of the time the existing processes can get refined by understating how others   do things differently . Therefore , the best practices will only take centre stage in the final   solution design . 

 As I ’ve discovered , the most valuable aspect of the visualization tool is the shared insight and   learning from your won pears . This will also provide us with a good understanding of how   rational thinking can bring good results to a specific situation . In similar future projects , where   we will have to build solutions and designs , I will make sure to take this approach of   visualization at the starting point . This will help the project team to agree and build robust   solutions much faster with the blessings from each line of businesses and stakeholders no   matter which position they hold in the organization as it will give them a very clear   understanding of what ’s being built as solutions and outcomes .
### Output: 