Reflection - Visualization 

 Challenge & Selection 

 As a curriculum designer assigned projects to create training materials and programs for call centers for a large   corporation , sometimes our training requests are very vague . It is up to the designer to work with the client to   determine the actual needs and goals of the client . In order to create an effective training program , the materials have   to improve or meet the client metrics or goals . If those goals and needs are not determined at the beginning of the   project , the training is a waste of time for the participants and a waste of money for the client . 

 Application 

 I often use the Visualization method when interacting with clients to determine their training needs and goals .   “ Visualization is the transformation of information into images that you see , either literally with your eyes or figuratively   with your mind ’s eye . ” Elizabeth Ahmed and Richard Brown Designing for Growth – a design thinking tool kit for managers . A   visualization method I use frequently with clients is a method created by Cathy Moore called Action Mapping . “ Action   mapping is a streamlined process to design training in the business world . Its goal is to help designers : 

    Commit to measurably improving the performance of the business 

    Identify the best solution to the performance problem 

    When training is necessary , create challenging simulations , not information presentations ” 

 To implement the method , I set up a conference call with the client and set expectations to discuss the client training   needs and . The client is to bring examples of why the training is needed along with the expected outcome of the   training . For example , which metric or goal should the training achieve ? The meeting starts with a whiteboard and in the   middle is the client training request . From there , the client links out various topics or ideas that should be addressed , or   could possibly be impacted by the training . The loosely drawn map shows all of the various topics or ideas that come   from brainstorming the training request and needs of the client . Not all of the ideas or topics will be used , but by   visualizing how the training can impact the client ’s business , it gives them the opportunity to decide if the training is   truly needed or should the request be revisited to determine if a different approach to the request should be   considered . 

 Insight & Approach 

 The visualization method and action mapping methods helps avert unnecessary training and the expenses that go with   the time and effort being put into a project that will fail to meet the client needs or request . This method is just one of   many methods different designers may use when discussing a training request with a client . The Journey Mapping   method can be modified to be used with the client during the analysis phase of creating training materials . “ Journey   mapping is the representation , in flowchart or other graphic format , of the customer ’s experience as he or she interacts   with your company in receiving its product or service . ” Elizabeth Ahmed and Richard Brown Designing for Growth – a design   thinking tool kit for managers . When discussing the training request with the client , the designer can request the client   walk them through how the company ’s customers interact with the customer service agent . What are the customer   expectations and what are the company ’s expectations of the customer service agent during this interaction ? By having   an understanding of the customer service agent ’s job and how it impacts the company ’s customers , the designer can   create a better training product to help enhance and meet those expectations . 

 I have in my design tool box various methods to help me understand my client ’s training request . By using by the   visualization / action mapping and journey mapping methods , I can improve the process and create a product that fulfills   the clients request and helps them improve their metrics and reach their goals . 

 2/18/2019 – Alma Munoz 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Alma Munoz
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 - Visualization 

 Challenge & Selection 

 As a curriculum designer assigned projects to create training materials and programs for call centers for a large   corporation , sometimes our training requests are very vague . It is up to the designer to work with the client to   determine the actual needs and goals of the client . In order to create an effective training program , the materials have   to improve or meet the client metrics or goals . If those goals and needs are not determined at the beginning of the   project , the training is a waste of time for the participants and a waste of money for the client . 

 Application 

 I often use the Visualization method when interacting with clients to determine their training needs and goals .   “ Visualization is the transformation of information into images that you see , either literally with your eyes or figuratively   with your mind ’s eye . ” Elizabeth Ahmed and Richard Brown Designing for Growth – a design thinking tool kit for managers . A   visualization method I use frequently with clients is a method created by Cathy Moore called Action Mapping . “ Action   mapping is a streamlined process to design training in the business world . Its goal is to help designers : 

    Commit to measurably improving the performance of the business 

    Identify the best solution to the performance problem 

    When training is necessary , create challenging simulations , not information presentations ” 

 To implement the method , I set up a conference call with the client and set expectations to discuss the client training   needs and . The client is to bring examples of why the training is needed along with the expected outcome of the   training . For example , which metric or goal should the training achieve ? The meeting starts with a whiteboard and in the   middle is the client training request . From there , the client links out various topics or ideas that should be addressed , or   could possibly be impacted by the training . The loosely drawn map shows all of the various topics or ideas that come   from brainstorming the training request and needs of the client . Not all of the ideas or topics will be used , but by   visualizing how the training can impact the client ’s business , it gives them the opportunity to decide if the training is   truly needed or should the request be revisited to determine if a different approach to the request should be   considered . 

 Insight & Approach 

 The visualization method and action mapping methods helps avert unnecessary training and the expenses that go with   the time and effort being put into a project that will fail to meet the client needs or request . This method is just one of   many methods different designers may use when discussing a training request with a client . The Journey Mapping   method can be modified to be used with the client during the analysis phase of creating training materials . “ Journey   mapping is the representation , in flowchart or other graphic format , of the customer ’s experience as he or she interacts   with your company in receiving its product or service . ” Elizabeth Ahmed and Richard Brown Designing for Growth – a design   thinking tool kit for managers . When discussing the training request with the client , the designer can request the client   walk them through how the company ’s customers interact with the customer service agent . What are the customer   expectations and what are the company ’s expectations of the customer service agent during this interaction ? By having   an understanding of the customer service agent ’s job and how it impacts the company ’s customers , the designer can   create a better training product to help enhance and meet those expectations . 

 I have in my design tool box various methods to help me understand my client ’s training request . By using by the   visualization / action mapping and journey mapping methods , I can improve the process and create a product that fulfills   the clients request and helps them improve their metrics and reach their goals . 

 2/18/2019 – Alma Munoz
### Output: 