Challenge : 

 As a member of an airline continuous improvement team , we permanently search   and   develop improvements with significant financial or service value . When COVID-19 arrived   we suffered many disruptions , and so we had to find the way to adapt our operation and   processes . 

 Because of change in travel policies or flight schedule , passengers where worried about   they ’re flight status . One of the things we perceived was that email notifications when a   flight was cancelled or modified were not clear enough for this situation , and current   contact points had not enough capacity due to high demand . 

 Selection : 

 To face this challenge we selected the visualization tool , because we believed the key was   to develop a share understanding of the situation . Contained by a variety of passenger   information needs and because of the different teams involved in the solution . By   visualization we can express what we perceive from the situation and that what are the   possible key elements . Also we can engage all the stakeholders by sensitizing them with   the passenger situation and the importance of the solution . Before starting we review the   Angela Myers video and took some benefits of the tool in order to use them when we   proposed to use it . 

 Application : 

 We developed the visualization on an incremental way , including stakeholders in different   steps . Starting first with our team , sketching on a big mural the elements we perceived   with a process logic and with illustrative information , as email examples . In the second   meeting we present this idea to the costumer experience team and refine some more   details . 

 With this done we accomplished to have a perfect product to sell the idea and   continuously adapt it as we go on including new stakeholders . And by having a clear idea   of the problem and watching how different elements worked together we discover some   insights . 

 Insight : 

 The narrow solution would have been to improve emails content and automatic response   in order to reduce contact center demand . But by sketching the different elements we   notice ecosystem influence of different teams of the company , and how they need to   operate as one . For instance we notice that as in COVID-19 we could flattened from curve   of contacts if we tunne email notifications in coordination with contact center saturation .   Also we discover that clarifying the passenger that was not urgent to get in touch , that the   booking will stand for several time and he could contact later when he have decided to   travel . 

 Approach : 

 I find in visualization a perfect tool to develop share understandings of a situation , also an   excellent way to present or encourage de idea . In the future we could try to use the tool   with all the stakeholders at the same time instead of incrementally , so we can wide the   opportunities instead of adapting an initial sketch . 


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 : 

 As a member of an airline continuous improvement team , we permanently search   and   develop improvements with significant financial or service value . When COVID-19 arrived   we suffered many disruptions , and so we had to find the way to adapt our operation and   processes . 

 Because of change in travel policies or flight schedule , passengers where worried about   they ’re flight status . One of the things we perceived was that email notifications when a   flight was cancelled or modified were not clear enough for this situation , and current   contact points had not enough capacity due to high demand . 

 Selection : 

 To face this challenge we selected the visualization tool , because we believed the key was   to develop a share understanding of the situation . Contained by a variety of passenger   information needs and because of the different teams involved in the solution . By   visualization we can express what we perceive from the situation and that what are the   possible key elements . Also we can engage all the stakeholders by sensitizing them with   the passenger situation and the importance of the solution . Before starting we review the   Angela Myers video and took some benefits of the tool in order to use them when we   proposed to use it . 

 Application : 

 We developed the visualization on an incremental way , including stakeholders in different   steps . Starting first with our team , sketching on a big mural the elements we perceived   with a process logic and with illustrative information , as email examples . In the second   meeting we present this idea to the costumer experience team and refine some more   details . 

 With this done we accomplished to have a perfect product to sell the idea and   continuously adapt it as we go on including new stakeholders . And by having a clear idea   of the problem and watching how different elements worked together we discover some   insights . 

 Insight : 

 The narrow solution would have been to improve emails content and automatic response   in order to reduce contact center demand . But by sketching the different elements we   notice ecosystem influence of different teams of the company , and how they need to   operate as one . For instance we notice that as in COVID-19 we could flattened from curve   of contacts if we tunne email notifications in coordination with contact center saturation .   Also we discover that clarifying the passenger that was not urgent to get in touch , that the   booking will stand for several time and he could contact later when he have decided to   travel . 

 Approach : 

 I find in visualization a perfect tool to develop share understandings of a situation , also an   excellent way to present or encourage de idea . In the future we could try to use the tool   with all the stakeholders at the same time instead of incrementally , so we can wide the   opportunities instead of adapting an initial sketch .
### Output: 