Challenge 

 I ’ve worked for one of the customers who wants to improve customer and workforce experience for   specific type of insurance . They wanted to optimize the whole journey . Experts we worked with had a   huge experience and they knew the processes very well , however , it looked like they were biased and   needed external facilitator to help them to improve processes . 

 Selection 

 To work with our customer , we decided to use mind mapping tool . Mind mapping tool is a tool which   allows to uncover patterns / insights in gathered data and assist with transition from “ what is ” to “ what   if ” through establishing criteria for generated ideas . 

 Application 

 We used areas of journey and asked experts to provide their input what was good and what did require   improvements for each area ( without any judgement ) – just primary discussion and information gathering .   Problem was to not switch to the design mode at this stage – we just wanted to collect information . 

 After it , we mapped different items into clusters . And when we shaped clusters , we started to think how   they are connected , and which criteria should be used when we start idea generation process . 

 Insight 

 After we built mind map , we were able to define “ root causes ” , which cause a lot of challenges with the   current approach / processes , and it allowed us to shape the “ border ” / criteria for generated ideas – what   should be avoided or what should be in the solution to continue cover business requirements AND   ensuring more smooth experience for the team and clients . 

 Approach 

 Need to manage the audience to not switch to the design mode ( and also not allowing yourself to start   design ) . Sometimes it happened in our case . 

 Sometimes it was not enough to be just a facilitator for the audience ( I suppose it works for internal teams   but when you are external consultant , customer expects some additional insight from you ) . You should   be aware about industry , processes and show example providing relevant idea / insight for them . 


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 

 I ’ve worked for one of the customers who wants to improve customer and workforce experience for   specific type of insurance . They wanted to optimize the whole journey . Experts we worked with had a   huge experience and they knew the processes very well , however , it looked like they were biased and   needed external facilitator to help them to improve processes . 

 Selection 

 To work with our customer , we decided to use mind mapping tool . Mind mapping tool is a tool which   allows to uncover patterns / insights in gathered data and assist with transition from “ what is ” to “ what   if ” through establishing criteria for generated ideas . 

 Application 

 We used areas of journey and asked experts to provide their input what was good and what did require   improvements for each area ( without any judgement ) – just primary discussion and information gathering .   Problem was to not switch to the design mode at this stage – we just wanted to collect information . 

 After it , we mapped different items into clusters . And when we shaped clusters , we started to think how   they are connected , and which criteria should be used when we start idea generation process . 

 Insight 

 After we built mind map , we were able to define “ root causes ” , which cause a lot of challenges with the   current approach / processes , and it allowed us to shape the “ border ” / criteria for generated ideas – what   should be avoided or what should be in the solution to continue cover business requirements AND   ensuring more smooth experience for the team and clients . 

 Approach 

 Need to manage the audience to not switch to the design mode ( and also not allowing yourself to start   design ) . Sometimes it happened in our case . 

 Sometimes it was not enough to be just a facilitator for the audience ( I suppose it works for internal teams   but when you are external consultant , customer expects some additional insight from you ) . You should   be aware about industry , processes and show example providing relevant idea / insight for them .
### Output: 