Example Reflection – Mind Mapping 

 Challenge & Selection 

 Mind mapping has been a great tool in the design thinking process that I have used in my current   working space to drive online fixed acquisitions . The mind mapping tool moves all data and   information into insights before the proceeding into the “ what if ’ phase . It is an engaging alternative   that is creatively visualizes what is happening in the minds of all stakeholders involved . As a team we   were tasked to assist a business in being able to improve their online fixed acquisitions to be able to   see a significant improvement in metrics through the sales funnel . We used the “ what is ” phase of   the design thinking process to understand the current state of the company through doing “ inside   out ” and “ outside in ” research which involve all stakeholders who participate in the numbers of the   sales funnel . In doing this research , the mind mapping tool was of great assistance in being able to   discover insights within and outside the business as we brought large amounts of data together to   interpret and analyse the challenges closely . Ultimately , our goal in this phase was to seek as much   information as possible to understand the problems faced on their current website i.e. where and   why there are customer drop offs on the site and to seek improvement components for the future   website . 

 Application 

 Through the inside out phase , we gathered the main internal stakeholders of the business to attend   workshops where we discovered insights and ideas but asking questions related to challenges that   they are currently experiencing through internal operations and on their current website . Each   stakeholder was given a pack of sticky notes to write down their issues or concerns as one or two   words and place them on a white board under levels of importance , insights and patterns . The more   challenges arose , the better we were able to map these sticky notes or rather issues experienced   under categories onto the whiteboard . One of the prevalent concerns of the business was their   current website and the functioning of the website and its components as well as customer   satisfaction being one of the major challenges for them . The team could then gather research in   understanding aspects of the website such as SEO through Google analytics . Stakeholders also   emphasized that the brand should be easily accessible online but remaining customer centric . 

 Insight & Approach 

 By using the mind mapping tool to design thinking , we found that different ideas mentioned in these   workshops created visual representations of where the business currently stands , established goals   and provided a direction into the “ what if ” phase . These workshops involved physical engagement of   stakeholders writing down their ideas and sentiments and grouping them onto white boards . This   showcased which concepts were connected and created patterns for us to work with – placing us all   under one common mind or understanding of the challenge at hand . It also gave us room to create   ‘ quick - wins ’ in the “ what if ’ phase for the current site and mapping out possible future and more   complex requirements for simple and scalable solutions for the future website . All in all , this process   assisted in being able to create customer user journey ’s that are simple , easily accessible and in   return generating sales for the business . Some of the main insights that we discovered were around   asking the questions : is it customer centric , is it simple , is it scalable , how does it add value and how   do we measure it . By using mind mapping and sticky notes we were able to use the answers to these   questions as insights through the remainder of the design thinking process . Especially in preparation   of the what if phase , we needed to understand the expectations of all stakeholders for their business   and their brand and be able to carry it out to the end . Mind mapping is an effective tool to also 

 discover what appeals to stakeholders . By gathering information and data using the mind mapping   tool , we can easily categorize what customers ’ expectations are and highlight the points which drive   them to brand loyalty or drive them away from it . By doing research on the business ’s customers , we   discovered that customers are not being attended to quickly and this created a cause for concern .   Further research was then done to discover what points of access and channels of communication   that customers had with the business , where their challenges were and being able to leverage these   in the coming design thinking processes to leverage these issues . Creating brand loyalty and   customer satisfaction all through mind mapping . This is a tool that I will continually make use of   when gathering insights but will also make more use of visualization as a design thinking tool i.e.   using visual aids on sticky notes to map out possible flows or user journey ’s rather than just the use   of one or two words . 


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: Example Reflection – Mind Mapping 

 Challenge & Selection 

 Mind mapping has been a great tool in the design thinking process that I have used in my current   working space to drive online fixed acquisitions . The mind mapping tool moves all data and   information into insights before the proceeding into the “ what if ’ phase . It is an engaging alternative   that is creatively visualizes what is happening in the minds of all stakeholders involved . As a team we   were tasked to assist a business in being able to improve their online fixed acquisitions to be able to   see a significant improvement in metrics through the sales funnel . We used the “ what is ” phase of   the design thinking process to understand the current state of the company through doing “ inside   out ” and “ outside in ” research which involve all stakeholders who participate in the numbers of the   sales funnel . In doing this research , the mind mapping tool was of great assistance in being able to   discover insights within and outside the business as we brought large amounts of data together to   interpret and analyse the challenges closely . Ultimately , our goal in this phase was to seek as much   information as possible to understand the problems faced on their current website i.e. where and   why there are customer drop offs on the site and to seek improvement components for the future   website . 

 Application 

 Through the inside out phase , we gathered the main internal stakeholders of the business to attend   workshops where we discovered insights and ideas but asking questions related to challenges that   they are currently experiencing through internal operations and on their current website . Each   stakeholder was given a pack of sticky notes to write down their issues or concerns as one or two   words and place them on a white board under levels of importance , insights and patterns . The more   challenges arose , the better we were able to map these sticky notes or rather issues experienced   under categories onto the whiteboard . One of the prevalent concerns of the business was their   current website and the functioning of the website and its components as well as customer   satisfaction being one of the major challenges for them . The team could then gather research in   understanding aspects of the website such as SEO through Google analytics . Stakeholders also   emphasized that the brand should be easily accessible online but remaining customer centric . 

 Insight & Approach 

 By using the mind mapping tool to design thinking , we found that different ideas mentioned in these   workshops created visual representations of where the business currently stands , established goals   and provided a direction into the “ what if ” phase . These workshops involved physical engagement of   stakeholders writing down their ideas and sentiments and grouping them onto white boards . This   showcased which concepts were connected and created patterns for us to work with – placing us all   under one common mind or understanding of the challenge at hand . It also gave us room to create   ‘ quick - wins ’ in the “ what if ’ phase for the current site and mapping out possible future and more   complex requirements for simple and scalable solutions for the future website . All in all , this process   assisted in being able to create customer user journey ’s that are simple , easily accessible and in   return generating sales for the business . Some of the main insights that we discovered were around   asking the questions : is it customer centric , is it simple , is it scalable , how does it add value and how   do we measure it . By using mind mapping and sticky notes we were able to use the answers to these   questions as insights through the remainder of the design thinking process . Especially in preparation   of the what if phase , we needed to understand the expectations of all stakeholders for their business   and their brand and be able to carry it out to the end . Mind mapping is an effective tool to also 

 discover what appeals to stakeholders . By gathering information and data using the mind mapping   tool , we can easily categorize what customers ’ expectations are and highlight the points which drive   them to brand loyalty or drive them away from it . By doing research on the business ’s customers , we   discovered that customers are not being attended to quickly and this created a cause for concern .   Further research was then done to discover what points of access and channels of communication   that customers had with the business , where their challenges were and being able to leverage these   in the coming design thinking processes to leverage these issues . Creating brand loyalty and   customer satisfaction all through mind mapping . This is a tool that I will continually make use of   when gathering insights but will also make more use of visualization as a design thinking tool i.e.   using visual aids on sticky notes to map out possible flows or user journey ’s rather than just the use   of one or two words .
### Output: 