Visualization 

 Challenge : 

 I work for a public sector agency responsible for issuing and managing licenses for over a   million active license holders . There are at any point in time with over 100 K applicants applying 

 for new licenses annually across 250 different license categories . 

 One of the strategic goals identified was to improve time it takes to issues new professional 

 licenses in the State . Before we could improve , we needed to understand what it took issue   licenses today . Based on initial analysis it took anywhere between 3 days – 60 days to issues 

 licenses based on the type and circumstance the licensee were involved . 

 The end - to - end process of a licensing was not documented or understood among all   stakeholders ; There was some data available that was not accurate or unlikely to help us   determine the time needed for licensing . A myriad of systems and paper forms was used to   capture data throughout the life cycle of a licensing process . 

 Selection : 

 It was clear that the problem we have to first solve is to understand and define the customer   journey through the process of getting a license from the State before we could agree on how to   calculate the length of time it takes to acquire a license . Stakeholders included customer ,   testing entities , law enforcement , reviewers , inspectors , lawyers , IT , and associations   representing each license groups . The tool we selected was journey mapping to detail the 

 customer interactions with various stakeholders and systems . 

 One of the benefits of customer journey mapping is that it will help us to pick out where we may   be falling short , and where silos exist within our process . We believed that viewing the journey   from the lens of the customers gives us the ability to pinpoint any areas where we may be   missing interaction point . 

 Application : 

 We brought together a team representing the various stakeholders involved in the process . 

 Created a baseline flow of customer experience as a large poster and displayed it the   conference room for team to consume . We also provided post - it notes to users so they can   add their comments and notes about the process . Scheduled sessions where teams would   get to gather and place their notes on the workflow . The next several sessions each note   was discussed and either added to workflow , discarded , or combined with similar comments 

 from others . 

 Using a simple tool like post - it notes help us move notes around as discussions proceeded   and allowed users to create new notes as the discussion happened . There were few times   when we discovered a key piece of information that changed the process , we had to retrace   our path through the process . 

 Insight : 

 The tool highlighted the collective lack of understanding of customer ’s experience . It was 

 clear the number of assumptions made by various stakeholders on how and what the   customer did during each phase . Going through this has given us information and ideas that   would take us using other design thinking tools like brainstorming , concept development ,   customer co - creation and learning launch . 

 Approach : 

 Based on the experience that makes sense to use the same tool next time with some   changes to it . By organizing meeting in smaller groups and it makes it efficient to incorporate   feedback and frequently into the model . Organizing feedback better – Use of color 

 coordinated post - it notes to organize suggestions , ideas , and process steps . Better customer   engagement of external customer in the process from the start should help us capture their   perspective . 


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: Visualization 

 Challenge : 

 I work for a public sector agency responsible for issuing and managing licenses for over a   million active license holders . There are at any point in time with over 100 K applicants applying 

 for new licenses annually across 250 different license categories . 

 One of the strategic goals identified was to improve time it takes to issues new professional 

 licenses in the State . Before we could improve , we needed to understand what it took issue   licenses today . Based on initial analysis it took anywhere between 3 days – 60 days to issues 

 licenses based on the type and circumstance the licensee were involved . 

 The end - to - end process of a licensing was not documented or understood among all   stakeholders ; There was some data available that was not accurate or unlikely to help us   determine the time needed for licensing . A myriad of systems and paper forms was used to   capture data throughout the life cycle of a licensing process . 

 Selection : 

 It was clear that the problem we have to first solve is to understand and define the customer   journey through the process of getting a license from the State before we could agree on how to   calculate the length of time it takes to acquire a license . Stakeholders included customer ,   testing entities , law enforcement , reviewers , inspectors , lawyers , IT , and associations   representing each license groups . The tool we selected was journey mapping to detail the 

 customer interactions with various stakeholders and systems . 

 One of the benefits of customer journey mapping is that it will help us to pick out where we may   be falling short , and where silos exist within our process . We believed that viewing the journey   from the lens of the customers gives us the ability to pinpoint any areas where we may be   missing interaction point . 

 Application : 

 We brought together a team representing the various stakeholders involved in the process . 

 Created a baseline flow of customer experience as a large poster and displayed it the   conference room for team to consume . We also provided post - it notes to users so they can   add their comments and notes about the process . Scheduled sessions where teams would   get to gather and place their notes on the workflow . The next several sessions each note   was discussed and either added to workflow , discarded , or combined with similar comments 

 from others . 

 Using a simple tool like post - it notes help us move notes around as discussions proceeded   and allowed users to create new notes as the discussion happened . There were few times   when we discovered a key piece of information that changed the process , we had to retrace   our path through the process . 

 Insight : 

 The tool highlighted the collective lack of understanding of customer ’s experience . It was 

 clear the number of assumptions made by various stakeholders on how and what the   customer did during each phase . Going through this has given us information and ideas that   would take us using other design thinking tools like brainstorming , concept development ,   customer co - creation and learning launch . 

 Approach : 

 Based on the experience that makes sense to use the same tool next time with some   changes to it . By organizing meeting in smaller groups and it makes it efficient to incorporate   feedback and frequently into the model . Organizing feedback better – Use of color 

 coordinated post - it notes to organize suggestions , ideas , and process steps . Better customer   engagement of external customer in the process from the start should help us capture their   perspective .
### Output: 