Challenge 

 There is a well known web - hosting company in my country . It is valued mainly for their support – if you have any hosting - related problem , you can chat instantly with one of their many support   specialists and you 'll almost certainly get things sorted . 

 However , the company recently undergone a large rise in popularity and their support staff started   to be overwhelmed with all the support requests . Internally , they decided they need to lower number of support chats to keep the quality of support . 

 Their administration interface was identified as one huge source of confusion ( and thus support   requests ) . So , the challenge became to make smaller incremental changes to eliminate most of the   misunderstanding coming from this interface . That is where I came in . 

 Selection 

 In the first “ What is ” phase we were able to collect a lot of information – we needed some way to   put them together & give them structure . We chose mind - mapping , as seen in Week 3 lecture “ Mind Mapping Tool ” - as a visual and tangible way to group & sort all the scattered information . 

 Application 

 First , we focused on just one part of administration interface , namely DNS ( Domain Name System )   settings screens , and gathered together all the information we had : 

 • personas ( there were just two main personas – advanced user administering larger amount of domains and web - hostings and a basic user setting up his own website ) 

 • transcriptions of support chats that dealt with DNS settings ( complete conversations   between client and support agent ) 

 • testers ' feedback ( we asked a group of close webdevelopers , admins and freelancers using   this part of interface daily to review it and give us feedback ) 

 • Google Analytics data 

 • wiki pages containing help for users 

 • screenshots of actual interface 

 • screenshots of similar interfaces from competition 

 As we work remotely , we could n't use a large room to put up the information on the walls and walk   around . As an online alternative , we used a trello board ( https://trello.com/ ) where we created   several lists based on the categories of information above and filled 'em with information . Then we   went through them individually and jotted down some notes as they came to us . 

 After this we scheduled a virtual Hangouts call . The aim was to share observations with each other .   As a tool for collaborative visualisation of this step we used draw.io with Google Drive   ( https://www.draw.io ) where we put boxes with observations ( just like post - it notes ) and them   moved them around and clustered ( which actually took considerably more time than just writing a 

 post - it and sticking it on a board ) . 

 Insight 

 Putting together all the available information alone helped a lot . We were forced to put information   from various sources ( online doc , Google Analytics , basecamp discussions , support agent   conversations folder ) into one place ( Trello ) , which allowed us to get better overview . Thanks to   this we also realized we had more available data than we initially thought . 

 Hard part was holding the whole process online . Although I am a big fan of remote work , I had to   admit it would be easier to meet & do this in person . 

 Thanks to this process ( which took place very recently ) we came up with ideas that will hopefully   help us with solving the challenge and eventually lowering the number of support requests coming   from this part of administration interface : 

 • low level of knowledge – basic users are confused about the settings → our solution needs   to educate them so they know what they are doing 

 • scattered settings – current interface does n't allow to set everything on one place , users ca n't   find what they are looking for → our solution needs to put things together rather than scatter them more 

 • UI bugs → there is a list of technical bugs that our solution needs to address and fix 

 • current interface does n't give you access to most used features → our solution should accept   what users need most 

 Approach 

 Inviting stakeholders can be hard . We ended up being three ( me as a designer , the product manager   and a programmer ) . There should definitely be 2 - 3 more persons the next time . In such a small   group the ideas did n't flow so naturally and we could easily oversee important insights . 

 Also , if possible , I 'd like to try this in person to see people working in groups , interacting with each   other , moving around in physical space – it should move this process to another level . 


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: Challenge 

 There is a well known web - hosting company in my country . It is valued mainly for their support – if you have any hosting - related problem , you can chat instantly with one of their many support   specialists and you 'll almost certainly get things sorted . 

 However , the company recently undergone a large rise in popularity and their support staff started   to be overwhelmed with all the support requests . Internally , they decided they need to lower number of support chats to keep the quality of support . 

 Their administration interface was identified as one huge source of confusion ( and thus support   requests ) . So , the challenge became to make smaller incremental changes to eliminate most of the   misunderstanding coming from this interface . That is where I came in . 

 Selection 

 In the first “ What is ” phase we were able to collect a lot of information – we needed some way to   put them together & give them structure . We chose mind - mapping , as seen in Week 3 lecture “ Mind Mapping Tool ” - as a visual and tangible way to group & sort all the scattered information . 

 Application 

 First , we focused on just one part of administration interface , namely DNS ( Domain Name System )   settings screens , and gathered together all the information we had : 

 • personas ( there were just two main personas – advanced user administering larger amount of domains and web - hostings and a basic user setting up his own website ) 

 • transcriptions of support chats that dealt with DNS settings ( complete conversations   between client and support agent ) 

 • testers ' feedback ( we asked a group of close webdevelopers , admins and freelancers using   this part of interface daily to review it and give us feedback ) 

 • Google Analytics data 

 • wiki pages containing help for users 

 • screenshots of actual interface 

 • screenshots of similar interfaces from competition 

 As we work remotely , we could n't use a large room to put up the information on the walls and walk   around . As an online alternative , we used a trello board ( https://trello.com/ ) where we created   several lists based on the categories of information above and filled 'em with information . Then we   went through them individually and jotted down some notes as they came to us . 

 After this we scheduled a virtual Hangouts call . The aim was to share observations with each other .   As a tool for collaborative visualisation of this step we used draw.io with Google Drive   ( https://www.draw.io ) where we put boxes with observations ( just like post - it notes ) and them   moved them around and clustered ( which actually took considerably more time than just writing a 

 post - it and sticking it on a board ) . 

 Insight 

 Putting together all the available information alone helped a lot . We were forced to put information   from various sources ( online doc , Google Analytics , basecamp discussions , support agent   conversations folder ) into one place ( Trello ) , which allowed us to get better overview . Thanks to   this we also realized we had more available data than we initially thought . 

 Hard part was holding the whole process online . Although I am a big fan of remote work , I had to   admit it would be easier to meet & do this in person . 

 Thanks to this process ( which took place very recently ) we came up with ideas that will hopefully   help us with solving the challenge and eventually lowering the number of support requests coming   from this part of administration interface : 

 • low level of knowledge – basic users are confused about the settings → our solution needs   to educate them so they know what they are doing 

 • scattered settings – current interface does n't allow to set everything on one place , users ca n't   find what they are looking for → our solution needs to put things together rather than scatter them more 

 • UI bugs → there is a list of technical bugs that our solution needs to address and fix 

 • current interface does n't give you access to most used features → our solution should accept   what users need most 

 Approach 

 Inviting stakeholders can be hard . We ended up being three ( me as a designer , the product manager   and a programmer ) . There should definitely be 2 - 3 more persons the next time . In such a small   group the ideas did n't flow so naturally and we could easily oversee important insights . 

 Also , if possible , I 'd like to try this in person to see people working in groups , interacting with each   other , moving around in physical space – it should move this process to another level .
### Output: 