Name : Angel Fatima 

 Design Thinking for Innovation - Assignment 

 Challenge : 

 I will use the storytelling tool because it is easy to get the listener engaged especially when the story   resonates with him or her . 

 The organization I used to work for before now was not doing well in the marketplace as there was high   customer attrition , revenue was going down and staff morale was very low .   I observed that the one of   the major customers ’ touch point ( The Mobile Application ) was no longer meeting the needs of the   customers . Consequently , customers have started looking for alternatives . 

 The mobile banking application was epileptic as it was running on an obsolete infrastructure and code .   Once the number of logged on users reaches a certain threshold , the mobile application becomes   unresponsive . When customers consummate transactions , it is extremely slow and most times the   transactions are unsuccessful . For example , customers are unable to pay their utility bills on the mobile   application because of the epileptic nature of the mobile application . This led to huge customer   dissatisfaction , huge customer attrition and fall in transaction volume . All these contributed to downward   slide in revenue 

 I needed to look for ways to improve the bank ’s bottom line and boost staff morale . Since we observed   issues with the mobile application , we quickly thought to re - create the mobile application with new   features , new codes and new look and feel . We went to the market and shop for some good software   engineers , Business analyst and project managers . 

 We looked at the existing application and started to think of what to change that will appeal to customers .   We identified the issues as 

 1 . Instability   2 . Unreliability   3 . Does not meet the market needs 

 Once we have been able to identify the problems , we decided that in solving the problem we need to   have a unique value proposition that will make the mobile application stand out from others . 

 The team was put together and given the mandate to build a new mobile application with a unique value   proposition within a specific timeline . The team worked night and day and quickly developed a new mobile   application with the required value proposition . It came with a new feature that no Mobile application   has . This feature allowed customers to open their bank account on the go without visiting the bank   branch . This was new in the industry and no bank has deployed such . This value proposition worked for   the bank and quickly doubled its customer base and quadruple its transaction volume . 

 Selection : 

 The tool I selected for my challenge is storytelling . I chose storytelling because if you tell a story that   resonates with the listener , the listener will easily connect with the story . So in getting my team to realize   the current state is not helpful to us as an organization and a going concern , I needed to tell a story that 

 my team can easily relate with to drive home the point and get them thinking how to proffer solution to   the challenge at hand 

 Storytelling helps to keep the audience / team engaged . Once the team is engaged , it is easier to get the   team to do what you want them to . It makes it easier for them to understand your position and help in   providing solution to the issue at hand 

 Application : 

 I applied the storytelling tool in my project . I used it to show the current state of our business . I also used   it to show the next level of our business if we only apply ourselves to think outside the box . The bank was   losing its customers , revenue was dwindling , and staff morale was at its lowest . These were obvious in   their eyes and we need to do something quickly to save the bank 

 Insight : 

 By applying the storytelling tool , the team was able to quickly understand what is at stake . The team   followed the story and could relate with the story and this make it possible for them to build a solution   with a unique value proposition which helped to improve the revenue of the bank , increased its customer   base and improved staff morale . 

 Approach : 

 I have learned that storytelling is a very good tool to engage your audience . However , if I am to use the   same tool next time , I will ensure that that I get the audience to participate . By this I mean , I will get   someone among the listeners to also tell a story after we have analyzed the challenge . This will drive home   the point better and further get the listeners engaged because they will see that they are part of the   solution providers . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Angel Fatima
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: Name : Angel Fatima 

 Design Thinking for Innovation - Assignment 

 Challenge : 

 I will use the storytelling tool because it is easy to get the listener engaged especially when the story   resonates with him or her . 

 The organization I used to work for before now was not doing well in the marketplace as there was high   customer attrition , revenue was going down and staff morale was very low .   I observed that the one of   the major customers ’ touch point ( The Mobile Application ) was no longer meeting the needs of the   customers . Consequently , customers have started looking for alternatives . 

 The mobile banking application was epileptic as it was running on an obsolete infrastructure and code .   Once the number of logged on users reaches a certain threshold , the mobile application becomes   unresponsive . When customers consummate transactions , it is extremely slow and most times the   transactions are unsuccessful . For example , customers are unable to pay their utility bills on the mobile   application because of the epileptic nature of the mobile application . This led to huge customer   dissatisfaction , huge customer attrition and fall in transaction volume . All these contributed to downward   slide in revenue 

 I needed to look for ways to improve the bank ’s bottom line and boost staff morale . Since we observed   issues with the mobile application , we quickly thought to re - create the mobile application with new   features , new codes and new look and feel . We went to the market and shop for some good software   engineers , Business analyst and project managers . 

 We looked at the existing application and started to think of what to change that will appeal to customers .   We identified the issues as 

 1 . Instability   2 . Unreliability   3 . Does not meet the market needs 

 Once we have been able to identify the problems , we decided that in solving the problem we need to   have a unique value proposition that will make the mobile application stand out from others . 

 The team was put together and given the mandate to build a new mobile application with a unique value   proposition within a specific timeline . The team worked night and day and quickly developed a new mobile   application with the required value proposition . It came with a new feature that no Mobile application   has . This feature allowed customers to open their bank account on the go without visiting the bank   branch . This was new in the industry and no bank has deployed such . This value proposition worked for   the bank and quickly doubled its customer base and quadruple its transaction volume . 

 Selection : 

 The tool I selected for my challenge is storytelling . I chose storytelling because if you tell a story that   resonates with the listener , the listener will easily connect with the story . So in getting my team to realize   the current state is not helpful to us as an organization and a going concern , I needed to tell a story that 

 my team can easily relate with to drive home the point and get them thinking how to proffer solution to   the challenge at hand 

 Storytelling helps to keep the audience / team engaged . Once the team is engaged , it is easier to get the   team to do what you want them to . It makes it easier for them to understand your position and help in   providing solution to the issue at hand 

 Application : 

 I applied the storytelling tool in my project . I used it to show the current state of our business . I also used   it to show the next level of our business if we only apply ourselves to think outside the box . The bank was   losing its customers , revenue was dwindling , and staff morale was at its lowest . These were obvious in   their eyes and we need to do something quickly to save the bank 

 Insight : 

 By applying the storytelling tool , the team was able to quickly understand what is at stake . The team   followed the story and could relate with the story and this make it possible for them to build a solution   with a unique value proposition which helped to improve the revenue of the bank , increased its customer   base and improved staff morale . 

 Approach : 

 I have learned that storytelling is a very good tool to engage your audience . However , if I am to use the   same tool next time , I will ensure that that I get the audience to participate . By this I mean , I will get   someone among the listeners to also tell a story after we have analyzed the challenge . This will drive home   the point better and further get the listeners engaged because they will see that they are part of the   solution providers .
### Output: 