Mind 	
   Mapping 	
   Tool 

 Challenge 	
   and 	
   Selection 	
   : 	
    Describe 	
   your 	
   challenge , 	
   including 	
   all 	
   relevant 	
   information 	
   	
    As 	
    part 	
    of 	
    an 	
    internal 	
    project 	
    to 	
    improve 	
    Customer 	
    satisfaction 	
    and 	
    drive 	
    culture 	
    of 	
    Customer 	
   centricity , 	
   my 	
   role 	
   was 	
   an 	
   iternal 	
   consultant 	
   to 	
   help 	
   the 	
   sales 	
   team 	
   to 	
   capture 	
   the 	
    voice 	
   of 	
   the 	
   client 	
   in 	
   an 	
   accurate 	
   and 	
   regular 	
   way . 	
   The 	
   challenge 	
   we 	
   faced 	
   was 	
   that 	
   the 	
   voice 	
    of 	
   the 	
   Customer 	
   was 	
   missing 	
   numerous 	
   important 	
   information 	
   like 	
   geographical 	
   adresses , 	
    client 	
   phone 	
   numbers , 	
   core 	
   products , 	
   sales 	
   projections , 	
   market 	
   shate 	
   data 	
   etc . 	
  	
    Sales 	
   team 	
   was 	
   facing 	
   lot 	
   of 	
   pressure 	
   and 	
   could 	
   not 	
   figure 	
   out 	
   the 	
   best 	
   practices 	
   to 	
   better 	
    manage 	
   their 	
   daily 	
   tasks 	
   and 	
   Customer 	
   meetings . 	
   	
    Part 	
   of 	
   the 	
   ‘ ’ 	
   what 	
   is / what 	
   if 	
   ‘ ’ 	
   transition , 	
   and 	
   after 	
   few 	
   workshops 	
   conducted 	
   to 	
   define 	
   the 	
    opportunity 	
   and 	
   assess 	
   its 	
   potential 	
   value , 	
   I 	
   decided 	
   to 	
   use 	
   the 	
   Mind 	
   Mapping 	
   tool 	
   to 	
   get 	
   a 	
    deep 	
   understanding 	
   of 	
   what 	
   the 	
   challenge 	
   is 	
   about . 	
   My 	
   Customer 	
   throughout 	
   this 	
   journey 	
   is 	
    the 	
   internal 	
   sales 	
   team . 	
   	
    Application 	
   : 	
    Describe 	
   how 	
   you 	
   applied 	
   the 	
   tool 	
   you 	
   selected 	
   to 	
   your 	
   challenge 	
   ( e.g 	
   what 	
   you 	
   did 	
   and 	
   how 	
    the 	
   tool 	
   was 	
   applied 	
   effectively 	
   or 	
   inefectively ) 	
   	
    We 	
   managed 	
   to 	
   assign 	
   one 	
   room 	
   that 	
   we 	
   called 	
   Design 	
   thinking 	
   Lab 	
   where 	
   a 	
   workshop 	
   will 	
    take 	
    place . 	
    As 	
    an 	
    input 	
    we 	
    used 	
    a 	
    Customer 	
    diary 	
    documenting 	
    matrix , 	
    Customer 	
    has 	
    to 	
    answer 	
   different 	
   questions 	
   such 	
   as 	
   ; 	
   When 	
   do 	
   you 	
   document 	
   the 	
   VOC 	
   on 	
   the 	
   system 	
   ? 	
   Which 	
    question / input 	
   you 	
   ask 	
   the 	
   client 	
   ? 	
   what 	
   format 	
   you 	
   use 	
   to 	
   request 	
   infos 	
   to 	
   the 	
   client 	
   ? 	
   How 	
    much 	
    time 	
    you 	
    spend 	
    on 	
    VOC 	
    activity 	
    per 	
    week 	
   ? 	
    How 	
    many 	
    meetings 	
    you 	
    conduct 	
    per 	
    week / month 	
   ? . 	
  	
    We 	
    conducted 	
    etnographic 	
    interviews 	
    with 	
    over 	
    15 	
    sales 	
    reps 	
    summarising 	
    preferences , 	
    personnal 	
    behaviours 	
    and 	
    mindsets . 	
    We 	
    also 	
    had 	
    some 	
    quantitative 	
    data 	
    on 	
    number 	
    of 	
    fields 	
   populated 	
   in 	
   the 	
   VOC 	
   system , 	
   number 	
   of 	
   Customer 	
   meetings , 	
   reports 	
   with 	
   charts 	
   and 	
    graphs . 	
    The 	
    room 	
    was 	
    managed 	
    to 	
    give 	
    a 	
    chance 	
    to 	
    everyone 	
    to 	
    see 	
    the 	
    inputs 	
    and 	
    get 	
    insights 	
   without 	
   sharing 	
   it 	
   with 	
   the 	
   group . 	
    In 	
   a 	
   sillent 	
   brainstorming 	
   mode 	
   we 	
   asked 	
   the 	
   stakeholders 	
   to 	
   take 	
   notes 	
   of 	
   the 	
   relevant 	
   and 	
    non 	
    relevant 	
    notes 	
    and 	
    cluster 	
    the 	
    ‘ ’ 	
    good 	
    stuff 	
    ‘ ’ 	
    on 	
    a 	
    big 	
    board 	
    without 	
    ignoring 	
    the 	
    outliers . 	
   The 	
   next 	
   step 	
   consisted 	
   to 	
   translate 	
   the 	
   observations 	
   into 	
   meningfull 	
   insights 	
   by 	
    asking 	
   several 	
   times 	
   the 	
   question 	
   ‘ ’ 	
   so 	
   what 	
   ‘ ’ 	
   untill 	
   usefull 	
   insights 	
   emerge . 	
  	
  	
    As 	
   an 	
   example 	
   we 	
   figured 	
   out 	
   the 	
   following 	
   : 

 Observation 	
   	
    Insight 

 Limited 	
   time 	
    Sales 	
   team 	
   strugles 	
   to 	
   manage 	
   their 	
   daily 	
    tasks 	
   and 	
   define 	
   priorities 

 Process 	
   too 	
   long 	
    Document 	
   used 	
   to 	
   capture 	
   VOC 	
   are 	
    complicate 	
   and 	
   take 	
   long 	
   time 	
   to 	
   complete 

 Those 	
    meningfull 	
    insights 	
    are 	
    to 	
    be 	
    used 	
    to 	
    build 	
    the 	
    foundation 	
    for 	
    design 	
    criteria 	
    and 	
    condition 	
   we 	
   must 	
   satisfy 	
   to 	
   solve 	
   the 	
   problem . 

 Insights 	
   and 	
   Approach : 	
  	
    Describe 	
   the 	
   insight 	
   you 	
   gained 	
   from 	
   applying 	
   the 	
   tool 	
   you 	
   selected 	
   to 	
   your 	
   challenge 	
   ( e.g 	
   how 	
    an 	
    insight 	
    affected 	
    your 	
    thinking 	
    about 	
    the 	
    challenge 	
    and 	
    about 	
    design 	
    thinkingmore 	
    broadly ) . 	
  	
   	
   	
    This 	
    challenge 	
    was 	
    a 	
    recurring 	
    issue 	
    that 	
    the 	
    company 	
    was 	
    facing . 	
    Although 	
    some 	
    quantitative 	
   data 	
   was 	
   available , 	
   an 	
   extensive 	
   analysis 	
   on 	
   data 	
   did 	
   not 	
   allow 	
   us 	
   to 	
   come 	
   up 	
    with 	
    clear 	
    understanding 	
    of 	
    the 	
    current 	
    situation . 	
    Since 	
    many 	
    factors 	
    are 	
    involved 	
    like 	
    mindset , 	
    time 	
    management , 	
    behaviours , 	
    personnal 	
    choices 	
    and 	
    perspectives 	
    the 	
    mind 	
    mapping 	
   activity 	
   was 	
   a 	
   perfect 	
   tool 	
   to 	
   shed 	
   lights 	
   on 	
   the 	
   ‘ ’ 	
   what 	
   is 	
   ’’ 	
   state 	
   in 	
   a 	
   créative 	
   and 	
    engaging 	
   way . 	
    Beyond 	
   the 	
   generated 	
   insights , 	
   the 	
   exercise 	
   helped 	
   us 	
   to 	
   clearly 	
   allign 	
   objectives 	
   and 	
   get 	
   a 	
    fast 	
   momentum 	
   to 	
   continue 	
   the 	
   desigh 	
   thinking 	
   journey . 	
   	
   	
    Approach 	
   : 	
    Describe 	
   what 	
   you 	
   might 	
   do 	
   differently 	
   next 	
   time 	
   – 	
   applying 	
   te 	
   same 	
   tool 	
   you 	
   selected 	
   or 	
   a 	
    different 	
   one 	
   – 	
   and 	
   the 	
   reason 	
   why . 	
   	
   	
    The 	
    application 	
    of 	
    the 	
    tool 	
    has 	
    a 	
    positive 	
    impact 	
    on 	
    the 	
    stakeholders . 	
    I ’m 	
    planning 	
    to 	
    leverage 	
   the 	
   outcome 	
   of 	
   this 	
   exercise 	
   and 	
   promote 	
   the 	
   creative 	
   aproach 	
   to 	
   the 	
   rest 	
   of 	
   the 	
    business 	
    partners . 	
    In 	
    my 	
    next 	
    mind 	
    mapping 	
    session 	
    I 	
    will 	
    be 	
    including 	
    some 	
    projective 	
    techniques 	
   as 	
   this 	
   will 	
   enable 	
   more 	
   participation 	
   from 	
   the 	
   stakeholders . 


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: Mind 	
   Mapping 	
   Tool 

 Challenge 	
   and 	
   Selection 	
   : 	
    Describe 	
   your 	
   challenge , 	
   including 	
   all 	
   relevant 	
   information 	
   	
    As 	
    part 	
    of 	
    an 	
    internal 	
    project 	
    to 	
    improve 	
    Customer 	
    satisfaction 	
    and 	
    drive 	
    culture 	
    of 	
    Customer 	
   centricity , 	
   my 	
   role 	
   was 	
   an 	
   iternal 	
   consultant 	
   to 	
   help 	
   the 	
   sales 	
   team 	
   to 	
   capture 	
   the 	
    voice 	
   of 	
   the 	
   client 	
   in 	
   an 	
   accurate 	
   and 	
   regular 	
   way . 	
   The 	
   challenge 	
   we 	
   faced 	
   was 	
   that 	
   the 	
   voice 	
    of 	
   the 	
   Customer 	
   was 	
   missing 	
   numerous 	
   important 	
   information 	
   like 	
   geographical 	
   adresses , 	
    client 	
   phone 	
   numbers , 	
   core 	
   products , 	
   sales 	
   projections , 	
   market 	
   shate 	
   data 	
   etc . 	
  	
    Sales 	
   team 	
   was 	
   facing 	
   lot 	
   of 	
   pressure 	
   and 	
   could 	
   not 	
   figure 	
   out 	
   the 	
   best 	
   practices 	
   to 	
   better 	
    manage 	
   their 	
   daily 	
   tasks 	
   and 	
   Customer 	
   meetings . 	
   	
    Part 	
   of 	
   the 	
   ‘ ’ 	
   what 	
   is / what 	
   if 	
   ‘ ’ 	
   transition , 	
   and 	
   after 	
   few 	
   workshops 	
   conducted 	
   to 	
   define 	
   the 	
    opportunity 	
   and 	
   assess 	
   its 	
   potential 	
   value , 	
   I 	
   decided 	
   to 	
   use 	
   the 	
   Mind 	
   Mapping 	
   tool 	
   to 	
   get 	
   a 	
    deep 	
   understanding 	
   of 	
   what 	
   the 	
   challenge 	
   is 	
   about . 	
   My 	
   Customer 	
   throughout 	
   this 	
   journey 	
   is 	
    the 	
   internal 	
   sales 	
   team . 	
   	
    Application 	
   : 	
    Describe 	
   how 	
   you 	
   applied 	
   the 	
   tool 	
   you 	
   selected 	
   to 	
   your 	
   challenge 	
   ( e.g 	
   what 	
   you 	
   did 	
   and 	
   how 	
    the 	
   tool 	
   was 	
   applied 	
   effectively 	
   or 	
   inefectively ) 	
   	
    We 	
   managed 	
   to 	
   assign 	
   one 	
   room 	
   that 	
   we 	
   called 	
   Design 	
   thinking 	
   Lab 	
   where 	
   a 	
   workshop 	
   will 	
    take 	
    place . 	
    As 	
    an 	
    input 	
    we 	
    used 	
    a 	
    Customer 	
    diary 	
    documenting 	
    matrix , 	
    Customer 	
    has 	
    to 	
    answer 	
   different 	
   questions 	
   such 	
   as 	
   ; 	
   When 	
   do 	
   you 	
   document 	
   the 	
   VOC 	
   on 	
   the 	
   system 	
   ? 	
   Which 	
    question / input 	
   you 	
   ask 	
   the 	
   client 	
   ? 	
   what 	
   format 	
   you 	
   use 	
   to 	
   request 	
   infos 	
   to 	
   the 	
   client 	
   ? 	
   How 	
    much 	
    time 	
    you 	
    spend 	
    on 	
    VOC 	
    activity 	
    per 	
    week 	
   ? 	
    How 	
    many 	
    meetings 	
    you 	
    conduct 	
    per 	
    week / month 	
   ? . 	
  	
    We 	
    conducted 	
    etnographic 	
    interviews 	
    with 	
    over 	
    15 	
    sales 	
    reps 	
    summarising 	
    preferences , 	
    personnal 	
    behaviours 	
    and 	
    mindsets . 	
    We 	
    also 	
    had 	
    some 	
    quantitative 	
    data 	
    on 	
    number 	
    of 	
    fields 	
   populated 	
   in 	
   the 	
   VOC 	
   system , 	
   number 	
   of 	
   Customer 	
   meetings , 	
   reports 	
   with 	
   charts 	
   and 	
    graphs . 	
    The 	
    room 	
    was 	
    managed 	
    to 	
    give 	
    a 	
    chance 	
    to 	
    everyone 	
    to 	
    see 	
    the 	
    inputs 	
    and 	
    get 	
    insights 	
   without 	
   sharing 	
   it 	
   with 	
   the 	
   group . 	
    In 	
   a 	
   sillent 	
   brainstorming 	
   mode 	
   we 	
   asked 	
   the 	
   stakeholders 	
   to 	
   take 	
   notes 	
   of 	
   the 	
   relevant 	
   and 	
    non 	
    relevant 	
    notes 	
    and 	
    cluster 	
    the 	
    ‘ ’ 	
    good 	
    stuff 	
    ‘ ’ 	
    on 	
    a 	
    big 	
    board 	
    without 	
    ignoring 	
    the 	
    outliers . 	
   The 	
   next 	
   step 	
   consisted 	
   to 	
   translate 	
   the 	
   observations 	
   into 	
   meningfull 	
   insights 	
   by 	
    asking 	
   several 	
   times 	
   the 	
   question 	
   ‘ ’ 	
   so 	
   what 	
   ‘ ’ 	
   untill 	
   usefull 	
   insights 	
   emerge . 	
  	
  	
    As 	
   an 	
   example 	
   we 	
   figured 	
   out 	
   the 	
   following 	
   : 

 Observation 	
   	
    Insight 

 Limited 	
   time 	
    Sales 	
   team 	
   strugles 	
   to 	
   manage 	
   their 	
   daily 	
    tasks 	
   and 	
   define 	
   priorities 

 Process 	
   too 	
   long 	
    Document 	
   used 	
   to 	
   capture 	
   VOC 	
   are 	
    complicate 	
   and 	
   take 	
   long 	
   time 	
   to 	
   complete 

 Those 	
    meningfull 	
    insights 	
    are 	
    to 	
    be 	
    used 	
    to 	
    build 	
    the 	
    foundation 	
    for 	
    design 	
    criteria 	
    and 	
    condition 	
   we 	
   must 	
   satisfy 	
   to 	
   solve 	
   the 	
   problem . 

 Insights 	
   and 	
   Approach : 	
  	
    Describe 	
   the 	
   insight 	
   you 	
   gained 	
   from 	
   applying 	
   the 	
   tool 	
   you 	
   selected 	
   to 	
   your 	
   challenge 	
   ( e.g 	
   how 	
    an 	
    insight 	
    affected 	
    your 	
    thinking 	
    about 	
    the 	
    challenge 	
    and 	
    about 	
    design 	
    thinkingmore 	
    broadly ) . 	
  	
   	
   	
    This 	
    challenge 	
    was 	
    a 	
    recurring 	
    issue 	
    that 	
    the 	
    company 	
    was 	
    facing . 	
    Although 	
    some 	
    quantitative 	
   data 	
   was 	
   available , 	
   an 	
   extensive 	
   analysis 	
   on 	
   data 	
   did 	
   not 	
   allow 	
   us 	
   to 	
   come 	
   up 	
    with 	
    clear 	
    understanding 	
    of 	
    the 	
    current 	
    situation . 	
    Since 	
    many 	
    factors 	
    are 	
    involved 	
    like 	
    mindset , 	
    time 	
    management , 	
    behaviours , 	
    personnal 	
    choices 	
    and 	
    perspectives 	
    the 	
    mind 	
    mapping 	
   activity 	
   was 	
   a 	
   perfect 	
   tool 	
   to 	
   shed 	
   lights 	
   on 	
   the 	
   ‘ ’ 	
   what 	
   is 	
   ’’ 	
   state 	
   in 	
   a 	
   créative 	
   and 	
    engaging 	
   way . 	
    Beyond 	
   the 	
   generated 	
   insights , 	
   the 	
   exercise 	
   helped 	
   us 	
   to 	
   clearly 	
   allign 	
   objectives 	
   and 	
   get 	
   a 	
    fast 	
   momentum 	
   to 	
   continue 	
   the 	
   desigh 	
   thinking 	
   journey . 	
   	
   	
    Approach 	
   : 	
    Describe 	
   what 	
   you 	
   might 	
   do 	
   differently 	
   next 	
   time 	
   – 	
   applying 	
   te 	
   same 	
   tool 	
   you 	
   selected 	
   or 	
   a 	
    different 	
   one 	
   – 	
   and 	
   the 	
   reason 	
   why . 	
   	
   	
    The 	
    application 	
    of 	
    the 	
    tool 	
    has 	
    a 	
    positive 	
    impact 	
    on 	
    the 	
    stakeholders . 	
    I ’m 	
    planning 	
    to 	
    leverage 	
   the 	
   outcome 	
   of 	
   this 	
   exercise 	
   and 	
   promote 	
   the 	
   creative 	
   aproach 	
   to 	
   the 	
   rest 	
   of 	
   the 	
    business 	
    partners . 	
    In 	
    my 	
    next 	
    mind 	
    mapping 	
    session 	
    I 	
    will 	
    be 	
    including 	
    some 	
    projective 	
    techniques 	
   as 	
   this 	
   will 	
   enable 	
   more 	
   participation 	
   from 	
   the 	
   stakeholders .
### Output: 