Reflection   - Mind Mapping 

 Challenge 

 I am the leader of the IT department in the company about 3 years agok , when I joined to my company there were quite a few problems in user support and our challenge was to improve the service to users within the organization to increase their satisfaction , all this with the human and non - human resources that were destined for the help desk . The scope of this project includes the entire organization , this includes people of different ages , education and abilities to solve their problmes with their computer and systems .   The project 's goals were to obtain a customer service satisfaction of more than 95 % in one year , which was being measured with an OKR of service satisfaction , At the beginning of the project , satisfaction was less than 50 % . To improve the attention we will focus on trying to discover what the members of our organization consider as good attention , so all the stake holders were invited to meetings and we listen all their complaints and observations , our objective was to find the root of the problem , in order to be able to tie it up and offer a better service . 

 Selection 

 As an IT team we have not used Design Thinking , but after reviewing many options we opted for Mind Mapping tool , because it allows us to listen to all areas and find the " What is " and alos is a very visual way of finding the problem . 

 Application 

 To apply the tool and find the problem , we decided to divide its application into two parts , the first part would be to gather a representative from each area of the main activities and thus determine which are the most common problems , when they consider that a problem is solved and allows us to identify which are the priorities that should be assigned to the main activities . 

 In a second phase we meet with the representatives of the support activities , in order to develop strategies that align with the objectives of the company , also to obtain information on what should be the priorities of attention by the help desk team . In all these meetings , Mind Mappings were collected , in addition , surveys were conducted to evaluate the level of user satisfaction . The goal of the constant meetings was to do several iterations until reaching the OKR goal of 95 % satisfaction . 

 Insight 

 After applying the Mind Mapping tool , the team found the main causes of user dissatisfaction , the main reason being inadequate communication where users did not feel enough empathy from the Help Desk area , and also was identified , that users did not know how to clearly express their problems , generating frustrations in the Help Desk area . 

 Approach 

 One of the most important services in the IT area was benefited by a Design Thinking tool , our purely technical team had doubts about the application of an unconventional tool in their work area , with this experience we are prepared to apply other tools by Design Thinking . 


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: Reflection   - Mind Mapping 

 Challenge 

 I am the leader of the IT department in the company about 3 years agok , when I joined to my company there were quite a few problems in user support and our challenge was to improve the service to users within the organization to increase their satisfaction , all this with the human and non - human resources that were destined for the help desk . The scope of this project includes the entire organization , this includes people of different ages , education and abilities to solve their problmes with their computer and systems .   The project 's goals were to obtain a customer service satisfaction of more than 95 % in one year , which was being measured with an OKR of service satisfaction , At the beginning of the project , satisfaction was less than 50 % . To improve the attention we will focus on trying to discover what the members of our organization consider as good attention , so all the stake holders were invited to meetings and we listen all their complaints and observations , our objective was to find the root of the problem , in order to be able to tie it up and offer a better service . 

 Selection 

 As an IT team we have not used Design Thinking , but after reviewing many options we opted for Mind Mapping tool , because it allows us to listen to all areas and find the " What is " and alos is a very visual way of finding the problem . 

 Application 

 To apply the tool and find the problem , we decided to divide its application into two parts , the first part would be to gather a representative from each area of the main activities and thus determine which are the most common problems , when they consider that a problem is solved and allows us to identify which are the priorities that should be assigned to the main activities . 

 In a second phase we meet with the representatives of the support activities , in order to develop strategies that align with the objectives of the company , also to obtain information on what should be the priorities of attention by the help desk team . In all these meetings , Mind Mappings were collected , in addition , surveys were conducted to evaluate the level of user satisfaction . The goal of the constant meetings was to do several iterations until reaching the OKR goal of 95 % satisfaction . 

 Insight 

 After applying the Mind Mapping tool , the team found the main causes of user dissatisfaction , the main reason being inadequate communication where users did not feel enough empathy from the Help Desk area , and also was identified , that users did not know how to clearly express their problems , generating frustrations in the Help Desk area . 

 Approach 

 One of the most important services in the IT area was benefited by a Design Thinking tool , our purely technical team had doubts about the application of an unconventional tool in their work area , with this experience we are prepared to apply other tools by Design Thinking .
### Output: 