Peer - Graded Assignment : Reflection 

 Challenge & Selection : 

 The challenge that I used was to solve the issue of subscribers being double billed on a monthly basis by   their Car Satellite Radio Company . Data shows that 30 % of member complaints were centered around   double billing issues . Furthermore , member satisfaction has been trending down year over year at a rate   of 5 % for the past 3 years . This is due to unresolved billing issues stemming from insufficient technology   and billing systems . 

 The tool that I selected to use is Storytelling . I have used this tool in the past to represent the experience   to bring an effected population ’s experience to life and make it realistic to key stakeholders in order to   generate strong member - centered empathy . 

 Application & Insights 

 The application of Storytelling starts with the development of personas all personas involved . Each 

 persona has unique experiences and specific needs that must be brought to light . In this instance , 3 key 

 personas were developed : 1 . Satellite Radio member 2 . Members Service Agents 3 . Issues Resolution 

 Team Members . 

 One key to effective Storytelling is to become a Subject Matter Expert about the issue . This can be 

 accomplished by leveraging existing data , report outs from previous work that has been done on this 

 issue and other methods such listening to live or recorded member service calls . Taking the time to 

 review all inputs and listen for key themes was critical to identifying the unarticulated needs that speak 

 to the heart of issues for the personas being developed for the story .   The Storytelling tool video in 

 Week 2 stated “ It has emotional connection , and it also has larger purpose . Storytelling is the difference 

 between solving a problem and creating a cause . ” 

 Key insights that I gathered really pointed to how the Satellite Radio members were affected . Some 

 were on fixed incomes and must account for every penny spent . Others had called the company up to 

 20 times with no resolution . Member Service Agents experience frustration with having inaccurate tools 

 which created a tremendous amount of anxiety when servicing this type of member call . The reps knew 

 that all they could do is apologize and forward the issues to an escalation queue . The Issue Resolution 

 Reps were overwhelmed with the amount repeat double billing issues received as well as the number of 

 manual steps taken to validate the issue . They also had to take an excessive number of manual steps to 

 issue member refunds . These insights caused me to adjust how I thought about the member experience 

 as well as how designing a solution would have to be specific not only to the members but to all 

 individuals involved in this experience . 

 When sharing this story , stakeholders were motivated to take actions and quickly aligned with the need 

 to move towards resolving this issue . 

 Approach 

 What I learned from this approach is that effective storytelling really helps to keep those that we are 

 designing for at the center of the solutions versus trying to solve the client issue by only focusing on our 

 internal experiences . One thing that I would like to do differently would be to conduct empathy 

 interviews with actual Car Satellite Radio members instead of learning about the member experience by 

 listening to calls and interviewing the member service agents . 


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: Peer - Graded Assignment : Reflection 

 Challenge & Selection : 

 The challenge that I used was to solve the issue of subscribers being double billed on a monthly basis by   their Car Satellite Radio Company . Data shows that 30 % of member complaints were centered around   double billing issues . Furthermore , member satisfaction has been trending down year over year at a rate   of 5 % for the past 3 years . This is due to unresolved billing issues stemming from insufficient technology   and billing systems . 

 The tool that I selected to use is Storytelling . I have used this tool in the past to represent the experience   to bring an effected population ’s experience to life and make it realistic to key stakeholders in order to   generate strong member - centered empathy . 

 Application & Insights 

 The application of Storytelling starts with the development of personas all personas involved . Each 

 persona has unique experiences and specific needs that must be brought to light . In this instance , 3 key 

 personas were developed : 1 . Satellite Radio member 2 . Members Service Agents 3 . Issues Resolution 

 Team Members . 

 One key to effective Storytelling is to become a Subject Matter Expert about the issue . This can be 

 accomplished by leveraging existing data , report outs from previous work that has been done on this 

 issue and other methods such listening to live or recorded member service calls . Taking the time to 

 review all inputs and listen for key themes was critical to identifying the unarticulated needs that speak 

 to the heart of issues for the personas being developed for the story .   The Storytelling tool video in 

 Week 2 stated “ It has emotional connection , and it also has larger purpose . Storytelling is the difference 

 between solving a problem and creating a cause . ” 

 Key insights that I gathered really pointed to how the Satellite Radio members were affected . Some 

 were on fixed incomes and must account for every penny spent . Others had called the company up to 

 20 times with no resolution . Member Service Agents experience frustration with having inaccurate tools 

 which created a tremendous amount of anxiety when servicing this type of member call . The reps knew 

 that all they could do is apologize and forward the issues to an escalation queue . The Issue Resolution 

 Reps were overwhelmed with the amount repeat double billing issues received as well as the number of 

 manual steps taken to validate the issue . They also had to take an excessive number of manual steps to 

 issue member refunds . These insights caused me to adjust how I thought about the member experience 

 as well as how designing a solution would have to be specific not only to the members but to all 

 individuals involved in this experience . 

 When sharing this story , stakeholders were motivated to take actions and quickly aligned with the need 

 to move towards resolving this issue . 

 Approach 

 What I learned from this approach is that effective storytelling really helps to keep those that we are 

 designing for at the center of the solutions versus trying to solve the client issue by only focusing on our 

 internal experiences . One thing that I would like to do differently would be to conduct empathy 

 interviews with actual Car Satellite Radio members instead of learning about the member experience by 

 listening to calls and interviewing the member service agents .
### Output: 