Peer - graded Assignment : Reflection_Visualization Tool 

 Challenge : 

 Most of the stakeholders I have worked with are willing to spend more than half a million dollars in less   than 6 months however have a “ 1 liner ” problem statement . Before I deep dive into the problem   statement , let me introduce my role - I am an account manager and consultant to a leading retail company   and this is what I see in most of the business units . 

 So what was the challenge ? The retail company ’s customer support team had high call handle time and   spent considerable amount of their customer interaction time over phone in identifying the caller and   understanding their grievances . This did not seem to be the entire story ; so here ’s what we established   as the main challenges – enhanced customer experience and cost containment . These 2 problem   statements by now was impacting the entire organization however my point of contact and the other   stakeholders had a myopic view which were focused only on their KRAs and KPIs . 

 So the real challenge – Customer support team had high call handle time ; calls to the customer support   team were driven from the website experience ( or the deficiencies of the website ) ; legacy and dated CRM   application , telephony infrastructure and workflow for the customer support team , multiple applications   and systems used by customer support team , customer experience success parameters were owned by   different stakeholders for the site and customer support team , silo initiatives by each stakeholder and   business unit , different budget allocations and planning by each stakeholder and business unit and   duplicity of efforts leading to higher costs . 

 Not all of this was black and white which is where the Visualization tool helped in bringing all hands   together to extrapolate the problem , deploy visual thinking to recognize and align their ideas to work   towards a common objective of improving customer experience and cost reduction . 

 Selection : 

 Working with different teams with different initiatives that would satisfy their silo objective had a   challenge of its own . Not having a macro and micro view of the problem , limited each team to focus only   on their individual requirement and not address the overall issue . The Visualization tool helped address   this . 

 The tool helped in context setting of how the problem looked at an organization level and enabled   different teams to contribute to the problem statement . Similarly , as we drilled deeper , the different   teams were able to highlight issues and limitations that needed to be overcome at a functional level . The   visual designs also clarified the overlap of operations and ownership of each team . The tool helped build   a RACI matrix for both micro level and macro level requirements and defined owners to address their   respective areas . 

 Application : 

 The curiosity created by the “ 1 liner ” problem statement resulted in identifying different teams upfront   when the problem was identified . The teams involved were product teams , campaign managers ,   personalization , UX / UI designers , site owners , customer service analytics , customer service operations   etc . Since the number of teams and employees involved were more , we started with a kickoff session   where 1 meeting was organized with all the participants to explain the methodology , the process and 

 duration of the exercise and expectations from the different teams . Post the kickoff , sessions were held   for individual teams and there was a weekly all - hands meeting . 

 The exercise started with a visual sketch at the organization level and identified problem statement   ( enhanced customer experience and cost containment ) where every team ’s involvement was obvious but   it was not clear who owned which aspect of resolution . The teams recognized the problem however action   items were not well - defined . So we drew 2 visual sketches ; one defining the factors impacting customer   experience and the second defining the cost components in operations . Both the visuals now had specific   roles of individual teams . The teams now could comprehend and talk details about challenges and how   their work could contribute in addressing the identified problems . These aspects were gathered and when   analyzed we also saw a trend that there was also duplicity of initiatives between 2 or more teams . With   the shared insights and the shared learnings , the teams were collectively able to define requirements for   new processes , workflows , technology advancements , centralization of systems , ownership and   responsibilities and continuous governance . 

 Insight : 

 Every team adopted white - boarding , sketching / illustrating through drawings to capture their thinking .   This led the team to visualize how the workflows and processes could be reengineered to improve   efficiencies and thereby also contain cost . Customer experience success parameters were jointly defined   and agreed upon by teams . Duplicity of efforts were eliminated and revised workflows helped nominate   owners , with defined roles and responsibilities and a structured cadence for governance . 

 It started with a simple exercise however the tool helped achieve manifold results . Design thinking not   just helped define clear problem statements , it graduated the thought process of the teams to visualize   the micro and macro requirements and define alternate ways to approach different components to   address the challenge . Design thinking evolved the way problems could be approached through   Visualization tool . 

 Approach : 

 Given a similar problem , I would like to combine additional tools to augment the entire experience . 

 Applying Visualization tool upfront and combining it with Storytelling tool , it can help overcome the   hurdles of working with larger groups with varied backgrounds by expediting context setting , addressing   why s and why nots and managing expectations of different personalities . 


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: Peer - graded Assignment : Reflection_Visualization Tool 

 Challenge : 

 Most of the stakeholders I have worked with are willing to spend more than half a million dollars in less   than 6 months however have a “ 1 liner ” problem statement . Before I deep dive into the problem   statement , let me introduce my role - I am an account manager and consultant to a leading retail company   and this is what I see in most of the business units . 

 So what was the challenge ? The retail company ’s customer support team had high call handle time and   spent considerable amount of their customer interaction time over phone in identifying the caller and   understanding their grievances . This did not seem to be the entire story ; so here ’s what we established   as the main challenges – enhanced customer experience and cost containment . These 2 problem   statements by now was impacting the entire organization however my point of contact and the other   stakeholders had a myopic view which were focused only on their KRAs and KPIs . 

 So the real challenge – Customer support team had high call handle time ; calls to the customer support   team were driven from the website experience ( or the deficiencies of the website ) ; legacy and dated CRM   application , telephony infrastructure and workflow for the customer support team , multiple applications   and systems used by customer support team , customer experience success parameters were owned by   different stakeholders for the site and customer support team , silo initiatives by each stakeholder and   business unit , different budget allocations and planning by each stakeholder and business unit and   duplicity of efforts leading to higher costs . 

 Not all of this was black and white which is where the Visualization tool helped in bringing all hands   together to extrapolate the problem , deploy visual thinking to recognize and align their ideas to work   towards a common objective of improving customer experience and cost reduction . 

 Selection : 

 Working with different teams with different initiatives that would satisfy their silo objective had a   challenge of its own . Not having a macro and micro view of the problem , limited each team to focus only   on their individual requirement and not address the overall issue . The Visualization tool helped address   this . 

 The tool helped in context setting of how the problem looked at an organization level and enabled   different teams to contribute to the problem statement . Similarly , as we drilled deeper , the different   teams were able to highlight issues and limitations that needed to be overcome at a functional level . The   visual designs also clarified the overlap of operations and ownership of each team . The tool helped build   a RACI matrix for both micro level and macro level requirements and defined owners to address their   respective areas . 

 Application : 

 The curiosity created by the “ 1 liner ” problem statement resulted in identifying different teams upfront   when the problem was identified . The teams involved were product teams , campaign managers ,   personalization , UX / UI designers , site owners , customer service analytics , customer service operations   etc . Since the number of teams and employees involved were more , we started with a kickoff session   where 1 meeting was organized with all the participants to explain the methodology , the process and 

 duration of the exercise and expectations from the different teams . Post the kickoff , sessions were held   for individual teams and there was a weekly all - hands meeting . 

 The exercise started with a visual sketch at the organization level and identified problem statement   ( enhanced customer experience and cost containment ) where every team ’s involvement was obvious but   it was not clear who owned which aspect of resolution . The teams recognized the problem however action   items were not well - defined . So we drew 2 visual sketches ; one defining the factors impacting customer   experience and the second defining the cost components in operations . Both the visuals now had specific   roles of individual teams . The teams now could comprehend and talk details about challenges and how   their work could contribute in addressing the identified problems . These aspects were gathered and when   analyzed we also saw a trend that there was also duplicity of initiatives between 2 or more teams . With   the shared insights and the shared learnings , the teams were collectively able to define requirements for   new processes , workflows , technology advancements , centralization of systems , ownership and   responsibilities and continuous governance . 

 Insight : 

 Every team adopted white - boarding , sketching / illustrating through drawings to capture their thinking .   This led the team to visualize how the workflows and processes could be reengineered to improve   efficiencies and thereby also contain cost . Customer experience success parameters were jointly defined   and agreed upon by teams . Duplicity of efforts were eliminated and revised workflows helped nominate   owners , with defined roles and responsibilities and a structured cadence for governance . 

 It started with a simple exercise however the tool helped achieve manifold results . Design thinking not   just helped define clear problem statements , it graduated the thought process of the teams to visualize   the micro and macro requirements and define alternate ways to approach different components to   address the challenge . Design thinking evolved the way problems could be approached through   Visualization tool . 

 Approach : 

 Given a similar problem , I would like to combine additional tools to augment the entire experience . 

 Applying Visualization tool upfront and combining it with Storytelling tool , it can help overcome the   hurdles of working with larger groups with varied backgrounds by expediting context setting , addressing   why s and why nots and managing expectations of different personalities .
### Output: 