Visualization 

 1 . Challenge 

 I am responsible for IT Service Delivery function for entire Asia region which covers 18 business units ,   spread across 16 countries and more than 5,000 employees . Around 60 % of the workforce operates   from 160 + offices across the region and rest 40 % of the workforce are always mobile – most of the   time they operate from home or customer site . While my company spends a reasonable size of the   budget in IT services and significant efforts put by the entire IT team ,   year by year the services were   found to be degraded . In last 3 years , employees satisfaction score has reduced from 80 % to 62 % .    This low and degraded employee satisfaction is a roadblock to company ambitious digital   transformation journey . 

 2 . Selection 

 Employee satisfaction is the key ingredient of any organization growth . Most of the time , people will   not be open to share what is not working for them , however it reflects in their performance and   collaboration .   And hence it is necessary to address the current IT Service dissatisfaction challenge   and enable the employees to be more productive ( in their way ) and agile working from anywhere .    Without much delayed after attending this Design Thinking course , we selected “ IT User satisfaction ”   process to explore and come up with appropriate solution . 

 3 . Application 

 We began the exploration of this problem by following design thinking structured principles . We   looked at all existing data such as employee satisfaction survey questions , population , results ,   demographic information . We also looked at the IT services catalogue which explain the list of IT   services being rendered to all employees , collected the user incident logs and user requests for the   last 12 months . We looked at the physical space where IT Helpdesk team operates . Collected the   information about the IT support staffs and their interaction with the users in a day - to - day basis .. 

 4 . Insight 

 While all these data found to be perfect in silos , we tried to observe in a connected manner . We spoke   to around 40 employees from multiple departments , different job role , onsite vs mobile worker and   tried to understand what good IT service is mean to them . Surprisingly found , huge disconnected what   IT teams thinks & acts vs the employees need . One example – the service catalogue is more internal   to IT with technical terms which most of the users unable to understand , IT has one size fits all   approach for all the devices provided to all users while each person has a different job nature , while   about 40 % of the employees are mobile , there was no IT support beyond 9x5 . While users are using   multiple local languages , IT support is limited to English . Almost 50 % of the users have reported   inadequate training and communication related to modern technologies . IT follows classic change   cycle for technology refresh , while users are not training / communicated appropriately . 

 5 . Approach 

 Visualization is very important for the process design as it allows unlocking our brain , it allows to think   in non - verbal way , it allows to access part of our brain , part of our creativity that we may not be using   as part of our regular conversation . To solve this above problem , we leveraged visualization tool to   think and design most effective solutions which is very close to employees need . We identified the   unique job role exist in the company and collected all relevant touch points for them with IT .   Developed a day - in - life scenario considering purely what employee need . After performing this   exercise , documented the actionable outcomes . Got validated these visual steps and needs with   around 10 employees and got a strong positive confirmation to go ahead . We co - developed the WoW   Experience scenarios and conducted pilot in one small country with around 100 employees . With   strong governance , experienced very good result in 3 months . 87 % of the employees have confirmed   the new IT service model is what they were looking for and most relevant for them . More than 90 %   of the employees shared that , they are now able to collaborate well with their peer and access   business information in much faster way than before . They are quite happy with the empathetic   service rendered by new IT staffs .    The new IT tools provide them , proactive information of their   need . 


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 

 1 . Challenge 

 I am responsible for IT Service Delivery function for entire Asia region which covers 18 business units ,   spread across 16 countries and more than 5,000 employees . Around 60 % of the workforce operates   from 160 + offices across the region and rest 40 % of the workforce are always mobile – most of the   time they operate from home or customer site . While my company spends a reasonable size of the   budget in IT services and significant efforts put by the entire IT team ,   year by year the services were   found to be degraded . In last 3 years , employees satisfaction score has reduced from 80 % to 62 % .    This low and degraded employee satisfaction is a roadblock to company ambitious digital   transformation journey . 

 2 . Selection 

 Employee satisfaction is the key ingredient of any organization growth . Most of the time , people will   not be open to share what is not working for them , however it reflects in their performance and   collaboration .   And hence it is necessary to address the current IT Service dissatisfaction challenge   and enable the employees to be more productive ( in their way ) and agile working from anywhere .    Without much delayed after attending this Design Thinking course , we selected “ IT User satisfaction ”   process to explore and come up with appropriate solution . 

 3 . Application 

 We began the exploration of this problem by following design thinking structured principles . We   looked at all existing data such as employee satisfaction survey questions , population , results ,   demographic information . We also looked at the IT services catalogue which explain the list of IT   services being rendered to all employees , collected the user incident logs and user requests for the   last 12 months . We looked at the physical space where IT Helpdesk team operates . Collected the   information about the IT support staffs and their interaction with the users in a day - to - day basis .. 

 4 . Insight 

 While all these data found to be perfect in silos , we tried to observe in a connected manner . We spoke   to around 40 employees from multiple departments , different job role , onsite vs mobile worker and   tried to understand what good IT service is mean to them . Surprisingly found , huge disconnected what   IT teams thinks & acts vs the employees need . One example – the service catalogue is more internal   to IT with technical terms which most of the users unable to understand , IT has one size fits all   approach for all the devices provided to all users while each person has a different job nature , while   about 40 % of the employees are mobile , there was no IT support beyond 9x5 . While users are using   multiple local languages , IT support is limited to English . Almost 50 % of the users have reported   inadequate training and communication related to modern technologies . IT follows classic change   cycle for technology refresh , while users are not training / communicated appropriately . 

 5 . Approach 

 Visualization is very important for the process design as it allows unlocking our brain , it allows to think   in non - verbal way , it allows to access part of our brain , part of our creativity that we may not be using   as part of our regular conversation . To solve this above problem , we leveraged visualization tool to   think and design most effective solutions which is very close to employees need . We identified the   unique job role exist in the company and collected all relevant touch points for them with IT .   Developed a day - in - life scenario considering purely what employee need . After performing this   exercise , documented the actionable outcomes . Got validated these visual steps and needs with   around 10 employees and got a strong positive confirmation to go ahead . We co - developed the WoW   Experience scenarios and conducted pilot in one small country with around 100 employees . With   strong governance , experienced very good result in 3 months . 87 % of the employees have confirmed   the new IT service model is what they were looking for and most relevant for them . More than 90 %   of the employees shared that , they are now able to collaborate well with their peer and access   business information in much faster way than before . They are quite happy with the empathetic   service rendered by new IT staffs .    The new IT tools provide them , proactive information of their   need .
### Output: 