CHALLENGE : 

 I usually generate ideas and use cases for our SaaS product to improve offline retail ’s 

 customer experience . Improving customer experience can be done by solving the pain points which   are already listed in retail niche websites and by simply finding and improving the underperforming   areas within the retail business , but the existing tech giants and our competitors has already started   solving those problems and we are little late to the market . So , here my challenge is to find the   unarticulated needs of customers in their store journey and improvements in the business part of   the retail that are not yet taken care by our competitors or anyone who is serving the retail market . 

 SELECTION : 

 Most of the time innovative ideas come while we discuss with someone , or brainstorm with 

 group of people . As mentioned in our video lecture , input from all the involved stakeholders are   needed to address this challenge . I had access to different kind of retail customers like high earning   customers , middle class customers , people who frequently shop and who hates shopping , people   with age ranging from 21 - 46 , people who shop only for themselves and who shops for the entire   family , and my product developing colleagues , who can actually take part in the visualization process   and some of the retail business owners whom I can interview . Since all the involved stake holders   were available I chose VISUALIZATION tool to address my challenge . 

 APPLICATION : 

 Before applying the visualization I collected all the available data and its insights by doing 

 secondary research and prepared few open ended questions for the participants . An overview of the   challenge were given to the participants , then as mentioned in the video lecture I started drawing   the customer journey on my white board step by step and in each step I started asking those   questions to all the participants . 

 Interesting thing was I got many different views and suggestions for the same situation of a 

 customer in the customer journey . For example when I asked the participants , how they will select a   particular product in a shop ? following views came out , 

    I will ask sales person for suggestion . 

    I will search in internet for reviews . 

    I will never listen to the sales person , since he can try to sell old stock to me 

    I will usually take my friends with me while shopping and will decide based on their   suggestion 

    I will just select whatever I like , and many more views like this . 

 While drawing the customer journey , participants actually found many missed touch points   in the customer journey and started leading the brain storming session for me . 

 INSIGHT : 

 Important insight gained by doing visualization is that , customer ’s expectations have nothing 

 to do much with the ambience part of the business to improve their experience , customer   expectations are mostly depended at technology level and service level . Customers expect offline   retailers to provide most of the services that actually online retailers provide . But in India the offline   retail giants do not have the required technological infrastructure to provide these services . After   looking at the retailers in countries like US , Australia and parts of Europe , Indian retailers has started   embracing technology to improve the customer experience . Logistics and sales force efficiency are   the areas to concentrate on to improve the customer experience . Couple of other insights gained   from the process are that retail industry around the world are betting big on technologies like   Bigdata , IOT and VR and using these technologies   retailers can actually discover the customer   behaviour to improve the customer experience 

 This whole process actually made me think about the challenge not only from the customer 

 point of view or retailer ’s point of view , but also from the people ’s point of view who give various   business services to these retailers and also to the customers , they may be common for both   customers and retailers or they may not be common between these two . 

 APPROACH : 

 What can be done differently with the visualization approach is that , instead of doing it in a 

 room at home or at office , we should do it in the place where we will be implementing the ideas . For   example in my case , instead of doing it in my office , I can do it in any of the big retail shops , The   reason behind this is to that the stake holders to the live environment which will excite their mind   more than when we do visualization in conference room and components of the business will also   be present which I personally consider as a non - living stake holder and simply the presence of it   during the process can give valuable inputs . 


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 : 

 I usually generate ideas and use cases for our SaaS product to improve offline retail ’s 

 customer experience . Improving customer experience can be done by solving the pain points which   are already listed in retail niche websites and by simply finding and improving the underperforming   areas within the retail business , but the existing tech giants and our competitors has already started   solving those problems and we are little late to the market . So , here my challenge is to find the   unarticulated needs of customers in their store journey and improvements in the business part of   the retail that are not yet taken care by our competitors or anyone who is serving the retail market . 

 SELECTION : 

 Most of the time innovative ideas come while we discuss with someone , or brainstorm with 

 group of people . As mentioned in our video lecture , input from all the involved stakeholders are   needed to address this challenge . I had access to different kind of retail customers like high earning   customers , middle class customers , people who frequently shop and who hates shopping , people   with age ranging from 21 - 46 , people who shop only for themselves and who shops for the entire   family , and my product developing colleagues , who can actually take part in the visualization process   and some of the retail business owners whom I can interview . Since all the involved stake holders   were available I chose VISUALIZATION tool to address my challenge . 

 APPLICATION : 

 Before applying the visualization I collected all the available data and its insights by doing 

 secondary research and prepared few open ended questions for the participants . An overview of the   challenge were given to the participants , then as mentioned in the video lecture I started drawing   the customer journey on my white board step by step and in each step I started asking those   questions to all the participants . 

 Interesting thing was I got many different views and suggestions for the same situation of a 

 customer in the customer journey . For example when I asked the participants , how they will select a   particular product in a shop ? following views came out , 

    I will ask sales person for suggestion . 

    I will search in internet for reviews . 

    I will never listen to the sales person , since he can try to sell old stock to me 

    I will usually take my friends with me while shopping and will decide based on their   suggestion 

    I will just select whatever I like , and many more views like this . 

 While drawing the customer journey , participants actually found many missed touch points   in the customer journey and started leading the brain storming session for me . 

 INSIGHT : 

 Important insight gained by doing visualization is that , customer ’s expectations have nothing 

 to do much with the ambience part of the business to improve their experience , customer   expectations are mostly depended at technology level and service level . Customers expect offline   retailers to provide most of the services that actually online retailers provide . But in India the offline   retail giants do not have the required technological infrastructure to provide these services . After   looking at the retailers in countries like US , Australia and parts of Europe , Indian retailers has started   embracing technology to improve the customer experience . Logistics and sales force efficiency are   the areas to concentrate on to improve the customer experience . Couple of other insights gained   from the process are that retail industry around the world are betting big on technologies like   Bigdata , IOT and VR and using these technologies   retailers can actually discover the customer   behaviour to improve the customer experience 

 This whole process actually made me think about the challenge not only from the customer 

 point of view or retailer ’s point of view , but also from the people ’s point of view who give various   business services to these retailers and also to the customers , they may be common for both   customers and retailers or they may not be common between these two . 

 APPROACH : 

 What can be done differently with the visualization approach is that , instead of doing it in a 

 room at home or at office , we should do it in the place where we will be implementing the ideas . For   example in my case , instead of doing it in my office , I can do it in any of the big retail shops , The   reason behind this is to that the stake holders to the live environment which will excite their mind   more than when we do visualization in conference room and components of the business will also   be present which I personally consider as a non - living stake holder and simply the presence of it   during the process can give valuable inputs .
### Output: 