Storytelling 

 Challenge     Selling an internal support service provided by a ticketing system .     One of the achievements I am most proud of in my professional career has been influencing senior   management to install a culture that connects the employee experience with the customer experience . So far ,   I have observed that the employee experience has been completely overlooked in the organization , and the   word “ culture ” - as in the way of working - is not part of the projects ’ glossary . The challenge I face is selling   the internal support services towards employees , provided by a global centralized and standardized support   team using a ticketing system and we have evidence of resistance around demanding support with such tools .   Furthermore , from the results of focus groups sessions , we have learned there is a negative connotation   around a global , centralized , standardized service . The perception among employees is that the human touch   will disappear , along with the customized experience and , in addition , employees are used to picking up the   phone and calling someone they trust to request data or information .   The support center is very premature , and it is difficult to calculate trends , benefits or numbers measuring   efficiency and effectiveness to sell the service .     Selection     For this challenge I have selected the “ Storytelling ” tool , as it puts the human beings and their experience front   and center , taking the listener along on their journey .       The reason why I have selected this tool is because as it turns out , after performing stakeholders ’ interviews   - with both , the service requesters , and the service providers - we have discovered there is a completely   lack of trust in the team providing the service . Quoting Christopher Diaz “ Storytelling Tool ” video from week 2   of the course , “ Every great product , every great service , every great institution has a story behind it . ” We   need to create an emotional connection to build trust so the employees feel they are not losing the   human touch and their requests will be handled by people , not machines . Therefore , the approach will be   putting a face on the tickets and telling the story of the center and its most valuable asset , its people .     Application       We organized 10 different stakeholders ’ interviews performed during a week with a diverse group of people   working at the center from all areas including recruitment , payroll , personal administration , learning and   development , management and the first recruited employee who witnessed the growth of the center and told   us all about the amazing team working on the employees ’ requests . We then understood the foundations of   the center , it ’s purpose and ways of working . From the team we learnt it is a certified great place to work and   the values behind the center that include collaboration , efficiency , passion , and family among others . After   sitting with teams and individuals from all areas , we analyzed all the information and decided to use the   stories to create a video . We recorded videos of 7 different employees describing the values of the center and   what drives them every morning to go to a great place to work and provide a great employee experience . The   video was then launched among all the internal customers and we had an increase of usage of over 40 % the   first 2 months after the launch of the video . Employees were engaged emotionally with stories and values that   are also relevant to them and putting a face and a story behind those tickets really made a difference . The   positive feedback was overwhelming .     Insight     What I learn from this experience is that storytelling is a powerful communication tool because it connects   with the emotions of your audience . It creates a sense of purpose and community and we could have not   achieved such high rates of adoption of the service using any other tool , as we were dealing with the human 

 side of the change and there was too much resistance around the new ways of working . Design thinking is   about putting the customer at the center , developing empathy to understand what the users really need and   using a human - center approach to create value and a wow experience .     Approach     Not only an alternative approach but an additional approach is using visualization . Visualization helps making   an idea tangible and concrete through drawing an image , taking a picture , or making a map , among other   tools . The reason why I have also selected this tool is because processing a support ticket is a very abstract   idea for the users . From the moment users submit a ticket , until the ticket comes back to them with the   solution , what happens in between is a mystery . Understanding the process , time of processing , actors   involved , and other details , help the users cope with uncertainty and trust the process more . We will use this   tool to clearly define , with all its actors , the users journey , the processing of a ticket , to share a clear picture   with all stakeholders , removing all the technical jargon and bringing to life a complex process to a simple and   more tangible explanation that can also bring opportunities of improvement .   As Angela Myer explains in the Visualization tool video part of week 1 of the course , “ Pictures and images   enable us to not only help people understand what it is we 're trying to do , but to help really persuade   them in the worthiness of that particular idea , or the strength of that concept . ”    This is why visualization is a strong tool to help achieve adoption of the service . 


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: Storytelling 

 Challenge     Selling an internal support service provided by a ticketing system .     One of the achievements I am most proud of in my professional career has been influencing senior   management to install a culture that connects the employee experience with the customer experience . So far ,   I have observed that the employee experience has been completely overlooked in the organization , and the   word “ culture ” - as in the way of working - is not part of the projects ’ glossary . The challenge I face is selling   the internal support services towards employees , provided by a global centralized and standardized support   team using a ticketing system and we have evidence of resistance around demanding support with such tools .   Furthermore , from the results of focus groups sessions , we have learned there is a negative connotation   around a global , centralized , standardized service . The perception among employees is that the human touch   will disappear , along with the customized experience and , in addition , employees are used to picking up the   phone and calling someone they trust to request data or information .   The support center is very premature , and it is difficult to calculate trends , benefits or numbers measuring   efficiency and effectiveness to sell the service .     Selection     For this challenge I have selected the “ Storytelling ” tool , as it puts the human beings and their experience front   and center , taking the listener along on their journey .       The reason why I have selected this tool is because as it turns out , after performing stakeholders ’ interviews   - with both , the service requesters , and the service providers - we have discovered there is a completely   lack of trust in the team providing the service . Quoting Christopher Diaz “ Storytelling Tool ” video from week 2   of the course , “ Every great product , every great service , every great institution has a story behind it . ” We   need to create an emotional connection to build trust so the employees feel they are not losing the   human touch and their requests will be handled by people , not machines . Therefore , the approach will be   putting a face on the tickets and telling the story of the center and its most valuable asset , its people .     Application       We organized 10 different stakeholders ’ interviews performed during a week with a diverse group of people   working at the center from all areas including recruitment , payroll , personal administration , learning and   development , management and the first recruited employee who witnessed the growth of the center and told   us all about the amazing team working on the employees ’ requests . We then understood the foundations of   the center , it ’s purpose and ways of working . From the team we learnt it is a certified great place to work and   the values behind the center that include collaboration , efficiency , passion , and family among others . After   sitting with teams and individuals from all areas , we analyzed all the information and decided to use the   stories to create a video . We recorded videos of 7 different employees describing the values of the center and   what drives them every morning to go to a great place to work and provide a great employee experience . The   video was then launched among all the internal customers and we had an increase of usage of over 40 % the   first 2 months after the launch of the video . Employees were engaged emotionally with stories and values that   are also relevant to them and putting a face and a story behind those tickets really made a difference . The   positive feedback was overwhelming .     Insight     What I learn from this experience is that storytelling is a powerful communication tool because it connects   with the emotions of your audience . It creates a sense of purpose and community and we could have not   achieved such high rates of adoption of the service using any other tool , as we were dealing with the human 

 side of the change and there was too much resistance around the new ways of working . Design thinking is   about putting the customer at the center , developing empathy to understand what the users really need and   using a human - center approach to create value and a wow experience .     Approach     Not only an alternative approach but an additional approach is using visualization . Visualization helps making   an idea tangible and concrete through drawing an image , taking a picture , or making a map , among other   tools . The reason why I have also selected this tool is because processing a support ticket is a very abstract   idea for the users . From the moment users submit a ticket , until the ticket comes back to them with the   solution , what happens in between is a mystery . Understanding the process , time of processing , actors   involved , and other details , help the users cope with uncertainty and trust the process more . We will use this   tool to clearly define , with all its actors , the users journey , the processing of a ticket , to share a clear picture   with all stakeholders , removing all the technical jargon and bringing to life a complex process to a simple and   more tangible explanation that can also bring opportunities of improvement .   As Angela Myer explains in the Visualization tool video part of week 1 of the course , “ Pictures and images   enable us to not only help people understand what it is we 're trying to do , but to help really persuade   them in the worthiness of that particular idea , or the strength of that concept . ”    This is why visualization is a strong tool to help achieve adoption of the service .
### Output: 