Design Thinking- Final Assignment : Storytelling 

 1 . Challenge 

 My job at the organization that I work with is all about CX , where I have to be able to understand   customers and convey their messages and feeling to leaders . Essentially I do a lot of Storytelling . 

 In this case , my challenge was to convey a specific customer journey to the organization through   the means of storytelling . For the purpose of communicating opportunities that could be taken for   all the organization ’s departments to improve customer experience . 

 Therefore , the customer ’s journey for this company had to effectively be conveyed to move   managers and make them aware of the customer ’s pains and needs . Highlighting the pain areas . 

 Customer journey is the experience an organization ’s client has by buying its products or receiving   its service . For example , buying some fruit from Walmart or getting a credit card at HSBC bank .   This begins from the very first moment a client has contact with the company may it be through   the internet , a friend , etc ; and up to when a client experiences the result of the product or the   service itself . This process then just iterates . In this analysis mostly qualitative data is gathered and   the results are guided by insight , which are composed of opinions and feelings . Then it is   important to choose the most impactful opinions and emotions to present in the best way . 

 2 . Selection 

 For this challenge , I ’ve selected the tool of : Storytelling . 

 Storytelling essentially is a tool that helps tell a story just as it ’s writing in its name , it conveys a   message with emotional connection and a larger purpose . It is now used by organizations to   transmit their brand ’s essence and story because “ connects to the emotions , the characters , the   values of the people that live that product [ or service ] everyday ” . Then , if I wanted to achieve a   powerful moving impact to transmit the customer ’s journey , storytelling is a good tool to achieve   this . 

 The Journey that is also composed of the customer ’s opinions and feelings plays along nicely with   the storytelling tool , since it is supported by an emotional connection but also by a larger purpose   which is the achieve CX improvement throughout the organization . Therefore , through this tool I   would be able to “ take the listener along on their journey ” , inspire and make them want to take   action . 

 3 . Application 

 Discussing on how to portray the customer ’s journey we came up with an idea . In order to achieve   storytelling effectively we first noted all the relevant pain points throughout the analysis . Since we   did interviews we were able to note down the exact words said by the customers but also their   facial expressions . In turn , we extracted the video parts where relevant quotes on their pain points   were mentioned . These extracts were then categorized into pain points . These would be useful to   portray the customer ’s feelings and expressions during their journey . 

 After showing the videos relevant insights were needed , therefore for every customer journey   phase , the pain points were noted down with qualitative data that would finish sustaining the pain   point . 

 Design Thinking- Final Assignment : Storytelling 

 Lastly the opportunities were noted after the data for each phase beside several quotes to obtain   again an emotional connection . This was all presented to the organization ’s leaders , mentioning   first the challenge and that they could be part of the action plan , followed by the videos displaying   the profile of each interviewee and the insights gathered for each phase . Lastly the opportunities   and suggestions we gathered that could be taken for them to improve all of the interviewees and   their client ’s journey . 

 In result , I believe the tool was applied effectively however there could have been missing some   lingering questions for the audience . 

 4 . Insight 

 The presentation giving with the help of storytelling was a success . The emotional connection we   were able to convey specially through the videos was amazing , and the story follow up of the   interviewees with the insights and opportunities was at its point . Leaders were able to closely feel   their clients and get moved by their opinions . One of the most important aspects is not just   showing the information but really engaging the audience on the story of each customer and   letting them know their opinions . Therefore , the speaking part is very important and has to be a   prepared person that know the context and the data . However , the data was also important since   the audience were leaders they were specially looking for number and relevance . 

 5 . Approach 

 Next time we would include more “ lingering ” questions to better engage the audience , maybe use   more visual context for the opportunities to create an emotional connection as well . Like , “ how do   you think Maria felt after this issue ? ” .   On the other hand , mind mapping could have been another   tool to display to leaders their customer ’s journey and get them maybe more emotionally engaged   and inspired into taking action . By showing them scattered pieces of quotes and emotions but also   data , that they could see and determine then by themselves opportunity areas needed to get rid   of the customer ’s pain points . 


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- Final Assignment : Storytelling 

 1 . Challenge 

 My job at the organization that I work with is all about CX , where I have to be able to understand   customers and convey their messages and feeling to leaders . Essentially I do a lot of Storytelling . 

 In this case , my challenge was to convey a specific customer journey to the organization through   the means of storytelling . For the purpose of communicating opportunities that could be taken for   all the organization ’s departments to improve customer experience . 

 Therefore , the customer ’s journey for this company had to effectively be conveyed to move   managers and make them aware of the customer ’s pains and needs . Highlighting the pain areas . 

 Customer journey is the experience an organization ’s client has by buying its products or receiving   its service . For example , buying some fruit from Walmart or getting a credit card at HSBC bank .   This begins from the very first moment a client has contact with the company may it be through   the internet , a friend , etc ; and up to when a client experiences the result of the product or the   service itself . This process then just iterates . In this analysis mostly qualitative data is gathered and   the results are guided by insight , which are composed of opinions and feelings . Then it is   important to choose the most impactful opinions and emotions to present in the best way . 

 2 . Selection 

 For this challenge , I ’ve selected the tool of : Storytelling . 

 Storytelling essentially is a tool that helps tell a story just as it ’s writing in its name , it conveys a   message with emotional connection and a larger purpose . It is now used by organizations to   transmit their brand ’s essence and story because “ connects to the emotions , the characters , the   values of the people that live that product [ or service ] everyday ” . Then , if I wanted to achieve a   powerful moving impact to transmit the customer ’s journey , storytelling is a good tool to achieve   this . 

 The Journey that is also composed of the customer ’s opinions and feelings plays along nicely with   the storytelling tool , since it is supported by an emotional connection but also by a larger purpose   which is the achieve CX improvement throughout the organization . Therefore , through this tool I   would be able to “ take the listener along on their journey ” , inspire and make them want to take   action . 

 3 . Application 

 Discussing on how to portray the customer ’s journey we came up with an idea . In order to achieve   storytelling effectively we first noted all the relevant pain points throughout the analysis . Since we   did interviews we were able to note down the exact words said by the customers but also their   facial expressions . In turn , we extracted the video parts where relevant quotes on their pain points   were mentioned . These extracts were then categorized into pain points . These would be useful to   portray the customer ’s feelings and expressions during their journey . 

 After showing the videos relevant insights were needed , therefore for every customer journey   phase , the pain points were noted down with qualitative data that would finish sustaining the pain   point . 

 Design Thinking- Final Assignment : Storytelling 

 Lastly the opportunities were noted after the data for each phase beside several quotes to obtain   again an emotional connection . This was all presented to the organization ’s leaders , mentioning   first the challenge and that they could be part of the action plan , followed by the videos displaying   the profile of each interviewee and the insights gathered for each phase . Lastly the opportunities   and suggestions we gathered that could be taken for them to improve all of the interviewees and   their client ’s journey . 

 In result , I believe the tool was applied effectively however there could have been missing some   lingering questions for the audience . 

 4 . Insight 

 The presentation giving with the help of storytelling was a success . The emotional connection we   were able to convey specially through the videos was amazing , and the story follow up of the   interviewees with the insights and opportunities was at its point . Leaders were able to closely feel   their clients and get moved by their opinions . One of the most important aspects is not just   showing the information but really engaging the audience on the story of each customer and   letting them know their opinions . Therefore , the speaking part is very important and has to be a   prepared person that know the context and the data . However , the data was also important since   the audience were leaders they were specially looking for number and relevance . 

 5 . Approach 

 Next time we would include more “ lingering ” questions to better engage the audience , maybe use   more visual context for the opportunities to create an emotional connection as well . Like , “ how do   you think Maria felt after this issue ? ” .   On the other hand , mind mapping could have been another   tool to display to leaders their customer ’s journey and get them maybe more emotionally engaged   and inspired into taking action . By showing them scattered pieces of quotes and emotions but also   data , that they could see and determine then by themselves opportunity areas needed to get rid   of the customer ’s pain points .
### Output: 