Queuing System – Learning Launch 

 Challenge 

 I am a leader of a team in charge of new technologies within the engineering arm of a technology   company . We are always tasked with generating new ideas ( technical ) that could be potential products   of the company . One challenge we were asked to find a solution for is how to make procedures within   government entities more efficient for their customers ( individuals and companies ) . The challenge   seems very broad and unfocused due to the diversity of government entities , their customers and type   of services . 

 Selection 

 For the company ’s point of view , it made more sense to have a solution that is generic and applicable to   all entities , customers and services . Whatever this solution could be , we decided to use Learning Launch   as a tool to verify the effectiveness of the solution . Learning Launch is the most logical design thinking   tool that we could think of to test our concept in a cheap and rapid way . The prototype or proof of   concept that we will develop and use in learning launch campaign would provide great insight on the   future product and valuable feedback from potential users and customers . 

 Application 

 Even though we selected learning launch as a design thinking tool , we had to start from the beginning of   the design thinking process to identify the problem and find a solution for . The best way was to interact   with real customers and governmental entities . We formed teams that had to visit different   governmental customer service centers and perform interviews with real customers waiting in line for   their service . Furthermore , we went the extra mile and made some of our team members to apply for   some services on those centers and write down notes and collect feedbacks . Such trips and feedbacks   were very useful in providing the necessary data that helped us to identify core and common challenges   within those entities . We found out that there was one common complaint and challenge between all   centers and that was the waiting time that customer needed to endure in order to be served . And those   issues are all related to the queuing system in place . 

 We started with a hypothesis that what if customers could retrieve their tickets in the queue ( waiting   line ) through the internet ( a mobile application for instance ) and receive real time updates on the status   of the queue . Therefore , customers can utilize their waiting times in more valuable way than just waiting   on the service centers . We developed a small prototype that was a mobile friendly web page with   simple interface that communicates with a local server ( hence , users during the test phase do not have   to download and install an application ) . We arranged a test scenario on a nearby university campus   where we set our mock service center . Our service was free donuts and our customers were students   and faculty members . Customers had to interact with our team and answer some questions about the   prototyped queuing system we developed . 

 Insight and Approach 

 The test bed we had set was very useful and informative . We got a lot of improvement suggestions from   the students on how they expect the system to work and how they wish to interact with the system . Too 

 many insights on the user interface itself ( although it was a beta version ) were collected that helped   produce a better user friendly interface for the product phase . Furthermore , we were surprised by the   number of stories that our customers started telling us about their experiences within government   entities and how the prototyped concept could made their experience better . Hence , the learning   launch experiment provided more data that enriched the data we collected during the study and   observation phase . 

 The approach we followed in implementing learning launch tool was very useful and it reduced the cost   and development time . Furthermore , it provided great insights on how the product could be developed   and how users would interact with the system in the future . In addition , it reduced the risks of entering   an unknown territory in respect to our company ’s current portfolio . However , I think there are ways we   could do better and shorten the learning launch phase and as well as reduce the cost of prototype   development . I think we could follow another approach that does not require the development of a beta   version in order to test . We could invite our customers to our mock service center and let them interact   with a mock system that is manually controlled . Perhaps , we could give our customers the freedom to   manipulate the user interface system as they think more convenient instead making them interact with   a baseline design . That way , the design would have been improved greatly due to the fact that it would   be open to a more diverse designing team . 


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: Queuing System – Learning Launch 

 Challenge 

 I am a leader of a team in charge of new technologies within the engineering arm of a technology   company . We are always tasked with generating new ideas ( technical ) that could be potential products   of the company . One challenge we were asked to find a solution for is how to make procedures within   government entities more efficient for their customers ( individuals and companies ) . The challenge   seems very broad and unfocused due to the diversity of government entities , their customers and type   of services . 

 Selection 

 For the company ’s point of view , it made more sense to have a solution that is generic and applicable to   all entities , customers and services . Whatever this solution could be , we decided to use Learning Launch   as a tool to verify the effectiveness of the solution . Learning Launch is the most logical design thinking   tool that we could think of to test our concept in a cheap and rapid way . The prototype or proof of   concept that we will develop and use in learning launch campaign would provide great insight on the   future product and valuable feedback from potential users and customers . 

 Application 

 Even though we selected learning launch as a design thinking tool , we had to start from the beginning of   the design thinking process to identify the problem and find a solution for . The best way was to interact   with real customers and governmental entities . We formed teams that had to visit different   governmental customer service centers and perform interviews with real customers waiting in line for   their service . Furthermore , we went the extra mile and made some of our team members to apply for   some services on those centers and write down notes and collect feedbacks . Such trips and feedbacks   were very useful in providing the necessary data that helped us to identify core and common challenges   within those entities . We found out that there was one common complaint and challenge between all   centers and that was the waiting time that customer needed to endure in order to be served . And those   issues are all related to the queuing system in place . 

 We started with a hypothesis that what if customers could retrieve their tickets in the queue ( waiting   line ) through the internet ( a mobile application for instance ) and receive real time updates on the status   of the queue . Therefore , customers can utilize their waiting times in more valuable way than just waiting   on the service centers . We developed a small prototype that was a mobile friendly web page with   simple interface that communicates with a local server ( hence , users during the test phase do not have   to download and install an application ) . We arranged a test scenario on a nearby university campus   where we set our mock service center . Our service was free donuts and our customers were students   and faculty members . Customers had to interact with our team and answer some questions about the   prototyped queuing system we developed . 

 Insight and Approach 

 The test bed we had set was very useful and informative . We got a lot of improvement suggestions from   the students on how they expect the system to work and how they wish to interact with the system . Too 

 many insights on the user interface itself ( although it was a beta version ) were collected that helped   produce a better user friendly interface for the product phase . Furthermore , we were surprised by the   number of stories that our customers started telling us about their experiences within government   entities and how the prototyped concept could made their experience better . Hence , the learning   launch experiment provided more data that enriched the data we collected during the study and   observation phase . 

 The approach we followed in implementing learning launch tool was very useful and it reduced the cost   and development time . Furthermore , it provided great insights on how the product could be developed   and how users would interact with the system in the future . In addition , it reduced the risks of entering   an unknown territory in respect to our company ’s current portfolio . However , I think there are ways we   could do better and shorten the learning launch phase and as well as reduce the cost of prototype   development . I think we could follow another approach that does not require the development of a beta   version in order to test . We could invite our customers to our mock service center and let them interact   with a mock system that is manually controlled . Perhaps , we could give our customers the freedom to   manipulate the user interface system as they think more convenient instead making them interact with   a baseline design . That way , the design would have been improved greatly due to the fact that it would   be open to a more diverse designing team .
### Output: 