CHALLENGE & SELECTION 

 The tool that I use the most within my organization is Customer Journeys , or in the context of 

 this assessment , Storytelling . Storytelling helps place the customer art the heart of the process 

 in order to help business stakeholders understand the process of a customer ’s journey and the 

 feelings and connections that they experience along the way . Stakeholders , just as clients , 

 should always been involved in exploring and defining   a service proposition . Storytelling allows 

 us to show , at a high level of detail , how a client uses a products or services over time and 

 across touch - points . It is a client centric , outside in approach , based on customer objectives , 

 rather than design and delivery . Storytelling shows a journey that a customer has with us , is 

 cluster - focused and should be rich enough to outline all the pain points and the good moments 

 of the experience . Usually , the journey is created from real user data collected during 

 observation and interviews . A good client journey shows objective facts but also aims to 

 describe the emotions of the client ( what s / he thinks , feels , says and does ) . Later on , client 

 journeys help drive decisions around what needs to be changed , improved , or continued . 

 APPLICATION 

 We start the process of storytelling by identifying a product or service that we want to describe 

 from a client point of view . From here we pool data and research across silos to frame a 

 hypothesis . This stage is about discovery . We aggregate data from multiple sources such as 

 web analytics ethnographic research , and client surveys and build the basics of a client journey 

 to understand the client , their pain points , and how the clients interact with us . It is at this 

 point that we develop personas from the data gathered .   A persona is a fictional character who 

 represents an observed user group . It is created from real user data collected during 

 observations and interviews and who is designed on behavioral characteristics . 

 With the above insights gathered we bring together cross - functional teams ( which could 

 include product line owners , channel owners , CX designers , UX professionals , business 

 architects , digital technologists , developers , and data scientists ) to pull together and share all 

 of the insights and data gathered and improve the understanding of client journey . 

 The personas used for the purpose of the journey must be empathetic .   We give him/ her a 

 name , detail his / her life and describe his / her lifecycle with our organization . The workshops 

 are interactive , with all stakeholders providing different viewpoints and opinions on the 

 journey . We talk aloud about the product or service that we have chosen , detailing what 

 happens in the story , step - by - step , facilitating by asking   “ What happened next ? ” or “ What 

 would our persona do next ? ” . 

 The purpose is to the co - create the ideal journey by holding workshops with an array of 

 business stakeholders in order to link both current state and future state journey maps to 

 multiple layers of processes , capabilities , data sources , technologies , and integrations . 

 The purpose of the tool is take the customer through and end - to - end interaction with the 

 organisation . The purpose of that is to identify significant steps that the customer takes , and 

 illustrate what actions they would be required to within their interaction . It is there that we 

 start building a narrative , and start unpacking the customers emotions and sentiment towards 

 any engagement that we would have with them . These journeys help us understand what are 

 the clients touch points and what product or services are they using . The journey should 

 illustrate the moments of delight for the client and their problems or frustrations . The journey 

 should also highlight quotes , insights or expectations , as well as the client is feeling at that 

 moment   within   each   step .   From   there   we   are   able   to   understand   what 

 solutions / innovations / opportunities we require or could use to address the identified pain 

 points . 

 INSIGHT & APPROACH 

 What I have learned about this approach is that It is essential to keep the customer at the 

 centre of story , and avoid moving into a solution state of mind . It is important to note that 

 journeys are not a “ one - size - fits - all ” approach . Different personas would require different 

 workshops with different stakeholder . For example , Fred , a banking client , wants a 

 transactional account , but may also want a personal loan . These are two distinctly different 

 journeys that would require a completely different audience when creating a journey map . On 

 the other end of the spectrum ,   Mike an investment client , is looking at investing his family 

 wealth as well looking for a partner loan for his firm . Again , two very different journeys , but 

 also a completely different personas . Here you can see you story telling can be applied in the 

 same way , but very different outcomes will be achieved . 


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 & SELECTION 

 The tool that I use the most within my organization is Customer Journeys , or in the context of 

 this assessment , Storytelling . Storytelling helps place the customer art the heart of the process 

 in order to help business stakeholders understand the process of a customer ’s journey and the 

 feelings and connections that they experience along the way . Stakeholders , just as clients , 

 should always been involved in exploring and defining   a service proposition . Storytelling allows 

 us to show , at a high level of detail , how a client uses a products or services over time and 

 across touch - points . It is a client centric , outside in approach , based on customer objectives , 

 rather than design and delivery . Storytelling shows a journey that a customer has with us , is 

 cluster - focused and should be rich enough to outline all the pain points and the good moments 

 of the experience . Usually , the journey is created from real user data collected during 

 observation and interviews . A good client journey shows objective facts but also aims to 

 describe the emotions of the client ( what s / he thinks , feels , says and does ) . Later on , client 

 journeys help drive decisions around what needs to be changed , improved , or continued . 

 APPLICATION 

 We start the process of storytelling by identifying a product or service that we want to describe 

 from a client point of view . From here we pool data and research across silos to frame a 

 hypothesis . This stage is about discovery . We aggregate data from multiple sources such as 

 web analytics ethnographic research , and client surveys and build the basics of a client journey 

 to understand the client , their pain points , and how the clients interact with us . It is at this 

 point that we develop personas from the data gathered .   A persona is a fictional character who 

 represents an observed user group . It is created from real user data collected during 

 observations and interviews and who is designed on behavioral characteristics . 

 With the above insights gathered we bring together cross - functional teams ( which could 

 include product line owners , channel owners , CX designers , UX professionals , business 

 architects , digital technologists , developers , and data scientists ) to pull together and share all 

 of the insights and data gathered and improve the understanding of client journey . 

 The personas used for the purpose of the journey must be empathetic .   We give him/ her a 

 name , detail his / her life and describe his / her lifecycle with our organization . The workshops 

 are interactive , with all stakeholders providing different viewpoints and opinions on the 

 journey . We talk aloud about the product or service that we have chosen , detailing what 

 happens in the story , step - by - step , facilitating by asking   “ What happened next ? ” or “ What 

 would our persona do next ? ” . 

 The purpose is to the co - create the ideal journey by holding workshops with an array of 

 business stakeholders in order to link both current state and future state journey maps to 

 multiple layers of processes , capabilities , data sources , technologies , and integrations . 

 The purpose of the tool is take the customer through and end - to - end interaction with the 

 organisation . The purpose of that is to identify significant steps that the customer takes , and 

 illustrate what actions they would be required to within their interaction . It is there that we 

 start building a narrative , and start unpacking the customers emotions and sentiment towards 

 any engagement that we would have with them . These journeys help us understand what are 

 the clients touch points and what product or services are they using . The journey should 

 illustrate the moments of delight for the client and their problems or frustrations . The journey 

 should also highlight quotes , insights or expectations , as well as the client is feeling at that 

 moment   within   each   step .   From   there   we   are   able   to   understand   what 

 solutions / innovations / opportunities we require or could use to address the identified pain 

 points . 

 INSIGHT & APPROACH 

 What I have learned about this approach is that It is essential to keep the customer at the 

 centre of story , and avoid moving into a solution state of mind . It is important to note that 

 journeys are not a “ one - size - fits - all ” approach . Different personas would require different 

 workshops with different stakeholder . For example , Fred , a banking client , wants a 

 transactional account , but may also want a personal loan . These are two distinctly different 

 journeys that would require a completely different audience when creating a journey map . On 

 the other end of the spectrum ,   Mike an investment client , is looking at investing his family 

 wealth as well looking for a partner loan for his firm . Again , two very different journeys , but 

 also a completely different personas . Here you can see you story telling can be applied in the 

 same way , but very different outcomes will be achieved .
### Output: 