Challenge : 

 The first time I used a Design Thinking ’s tool , without even knowing it , it was in 2013 . I   assume a new position as a System ’s Manager at another company from the corporation ,   as soon as I was presented as the responsible for the user support I got bombed with   complains emails and phone calls , all kind of complains from delayed answers , system ’s   instability and bad posture from the analyst . 

 I went to the analyst and the have the same complains , the company went through an ERP   Implementation and after that everything went bad and the users where very rude with   them . 

 I could not understand what the real problem was and therefore , I did not know where I   should start working to find the solution , change the whole team was not an option as well   as doubling the number of analysts . 

 Selection : 

 As I said , without knowing Design Thinking , I decide to not rush into a solution . I chose the   senior analyst from each application team to compile the feedbacks from all the analysts   and schedule meetings with the key user and those senior ’s analysts . In these meetings I   request the users to write down the biggest problems they have in a priority order . I ask the   analysts to explain the biggest problems they had with the new system , that would give the   users real picture and they understood that we had a failed implementation and the support   had a list of more than 300 issues left by the project team , besides the improvements and   stabilization that was done poorly . 

 Application : 

 With this scenario was easier to get the user working with my support team to come up with   a plan that includes 1 ) a list of TOP FIVE problems to solve ; 2 ) a stabilization steps   including finishing the configuration that was not done and dedicate a team to investigate   the perfume issues ; and 3 ) a communication plan that would let the users informed of   everything that the support was   doing , negotiate system stops for maintenance and   renegotiate the TOP FIVE issue ’s list according to the organization current needs if it ’s   necessary . 

 Insight : 

 The insight I had was do not jump to conclusions and in some cases try to find the solution   without knowing the whole problem and the point of view from everybody involved would   not be effective . I could try to act on each single problem that was coming to me and I   would never finished the list and I would be taking care only from the users that “ scream   more loud ” , my team would be demotivated still without knowing the whole picture the   users would keep complaining about the delayed answers from the analysts and be rude   when they get pressured by deadlines and bosses . Having all the details and involving the   different teams on the planning create the commitment from each part to go after the   solution as one team . 

 Approach : 

 What I would do different is involve the Infrastructure team from the beginning because it   had their problems too and sometimes was very hard to get an agreement on dates and in   the maintenance plans . I would use the same tool but I would research better of the teams   and resources that could have any kind of impact on the plans success . 


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 : 

 The first time I used a Design Thinking ’s tool , without even knowing it , it was in 2013 . I   assume a new position as a System ’s Manager at another company from the corporation ,   as soon as I was presented as the responsible for the user support I got bombed with   complains emails and phone calls , all kind of complains from delayed answers , system ’s   instability and bad posture from the analyst . 

 I went to the analyst and the have the same complains , the company went through an ERP   Implementation and after that everything went bad and the users where very rude with   them . 

 I could not understand what the real problem was and therefore , I did not know where I   should start working to find the solution , change the whole team was not an option as well   as doubling the number of analysts . 

 Selection : 

 As I said , without knowing Design Thinking , I decide to not rush into a solution . I chose the   senior analyst from each application team to compile the feedbacks from all the analysts   and schedule meetings with the key user and those senior ’s analysts . In these meetings I   request the users to write down the biggest problems they have in a priority order . I ask the   analysts to explain the biggest problems they had with the new system , that would give the   users real picture and they understood that we had a failed implementation and the support   had a list of more than 300 issues left by the project team , besides the improvements and   stabilization that was done poorly . 

 Application : 

 With this scenario was easier to get the user working with my support team to come up with   a plan that includes 1 ) a list of TOP FIVE problems to solve ; 2 ) a stabilization steps   including finishing the configuration that was not done and dedicate a team to investigate   the perfume issues ; and 3 ) a communication plan that would let the users informed of   everything that the support was   doing , negotiate system stops for maintenance and   renegotiate the TOP FIVE issue ’s list according to the organization current needs if it ’s   necessary . 

 Insight : 

 The insight I had was do not jump to conclusions and in some cases try to find the solution   without knowing the whole problem and the point of view from everybody involved would   not be effective . I could try to act on each single problem that was coming to me and I   would never finished the list and I would be taking care only from the users that “ scream   more loud ” , my team would be demotivated still without knowing the whole picture the   users would keep complaining about the delayed answers from the analysts and be rude   when they get pressured by deadlines and bosses . Having all the details and involving the   different teams on the planning create the commitment from each part to go after the   solution as one team . 

 Approach : 

 What I would do different is involve the Infrastructure team from the beginning because it   had their problems too and sometimes was very hard to get an agreement on dates and in   the maintenance plans . I would use the same tool but I would research better of the teams   and resources that could have any kind of impact on the plans success .
### Output: 