Design Thinking for Innovation – Reflection 

 Challenge 

 I work for UCSF ( Dutch Telecom company ) and the organization is in a transformation   to a more data driven organization . I guide this transformation as an advisor and   change manager . The challenge ahead of me is our customer service unit . There is a   wish to make the teamleaders of the callcenter agents more data driven . I have   interviewed 6 teamleaders as well as 3 service managers with whom they work . I now   have to discuss with my colleague Madelon , and thereafter with my stakeholder   ( René ) , who is commited to a data driven customer service , my proposed plan for   educating these teamleaders to enhance their data analytics skills . 

 Selection 

 I selected Visualisation as my tool of choice . The reason is that I need to present my   observation ( the situation as is ) and communicate the wishes of the teamleaders for   their development of data analytics skills and the introduction of a more data driven   way of working . At first I started putting my observations and conclusions from the   interviews in powerpoint . However , I realized that it was a lot of information and it did   not transfer the setting , the feelings and the emotions I experienced during the   interviews and observations . As the proposed plan will be about people , the elements   mentioned are very important in my perspective . Therefore I wanted to communicate   and let my colleague Madelon feel the dimensions I have seen and the impressions I   have got . Besides that the message should be clear and simple and it would be nice   if I could put her right side of the brain on , to contribute with innovative ideas as well .   As learned during the Visualisation lecture , visualization makes it tangible and   concrete . As learned in the lecture , Visualisation is applicable throughout the design   process , but in this case I used it for the exploration and pattern finding of my   project / challenge at hand . 

 Application 

 I applied this tool by using drawing . I read through my observations and thought about   the three most important messages I wanted to get through . These I drew with a black   and green pencil . 

 Thereafter I started to depict the challenges the teamleaders articulated to me . 

 I concluded with the ‘ what if ’ scenario the teamleaders and I talked about . 

 I used these picture in a PowerPoint presentation to start the conversation with   Madelon and I told the story about ‘ what is ’ ( my observations and conclusions from   the interview ) and the ‘ what if ’ scenario the teamleaders and I discussed . 

 Insight 

 Although I am not a comfortable drawer , I found out how easy it is to create images   by using google as an inspiration and drawing figures with simple lines . 

 When I presented my drawings to Madelon I felt a positive energy from scratch . She   was surprised to see something different than just text to start exploring ideas from and   it made her excited to start the meeting . I recognized that she understood me instantly   when I started telling my story and pointing to the images . I think it was because I did   not just use words , I used them in combination with the drawings , which created a   single interpretation of my story . On the other hand , the images allowed me to make   the story short and to the point . 

 The best thing about the meeting was that she added her ideas and suggestions for   the proposal and started thinking visually as well . She wanted to add it as a   visualization instead of just words . We got up and used a whiteboard to start drawing . 

 All in all , my initial drawing I think allowed a broad understanding of the context in a   relatively short amount of time . Therefore we could go immediately into more   deepening questions and effective discussion and visualize this at the same time . 

 Approach 

 Next time I would not put it in a PowerPoint anymore . I would just put all the pictures   together on a A3 paper and take pencils with me . In this way my communication   partner can draw lines , write and make figures him-/herself . This opens up the meeting   to even more creativity . 

 I could have used it in the designing process earlier on . During the interviews , I could   have let the participants draw their answers , feelings and thoughts . I would do this   now as I am more comfortable with the tool . However , I think I did it right as I wanted   to experiment first in a smaller stage instead of throughout the process . 

 After this meeting Madelon and I decided to not create a PowerPoint presentation to   present our idea to the business stakeholder René , but use only visualization . So I   created the A3 image you see below and made copies of it . I will go in the meeting   with only this visualization and pencils and I am excited to see what will happen . 


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: Design Thinking for Innovation – Reflection 

 Challenge 

 I work for UCSF ( Dutch Telecom company ) and the organization is in a transformation   to a more data driven organization . I guide this transformation as an advisor and   change manager . The challenge ahead of me is our customer service unit . There is a   wish to make the teamleaders of the callcenter agents more data driven . I have   interviewed 6 teamleaders as well as 3 service managers with whom they work . I now   have to discuss with my colleague Madelon , and thereafter with my stakeholder   ( René ) , who is commited to a data driven customer service , my proposed plan for   educating these teamleaders to enhance their data analytics skills . 

 Selection 

 I selected Visualisation as my tool of choice . The reason is that I need to present my   observation ( the situation as is ) and communicate the wishes of the teamleaders for   their development of data analytics skills and the introduction of a more data driven   way of working . At first I started putting my observations and conclusions from the   interviews in powerpoint . However , I realized that it was a lot of information and it did   not transfer the setting , the feelings and the emotions I experienced during the   interviews and observations . As the proposed plan will be about people , the elements   mentioned are very important in my perspective . Therefore I wanted to communicate   and let my colleague Madelon feel the dimensions I have seen and the impressions I   have got . Besides that the message should be clear and simple and it would be nice   if I could put her right side of the brain on , to contribute with innovative ideas as well .   As learned during the Visualisation lecture , visualization makes it tangible and   concrete . As learned in the lecture , Visualisation is applicable throughout the design   process , but in this case I used it for the exploration and pattern finding of my   project / challenge at hand . 

 Application 

 I applied this tool by using drawing . I read through my observations and thought about   the three most important messages I wanted to get through . These I drew with a black   and green pencil . 

 Thereafter I started to depict the challenges the teamleaders articulated to me . 

 I concluded with the ‘ what if ’ scenario the teamleaders and I talked about . 

 I used these picture in a PowerPoint presentation to start the conversation with   Madelon and I told the story about ‘ what is ’ ( my observations and conclusions from   the interview ) and the ‘ what if ’ scenario the teamleaders and I discussed . 

 Insight 

 Although I am not a comfortable drawer , I found out how easy it is to create images   by using google as an inspiration and drawing figures with simple lines . 

 When I presented my drawings to Madelon I felt a positive energy from scratch . She   was surprised to see something different than just text to start exploring ideas from and   it made her excited to start the meeting . I recognized that she understood me instantly   when I started telling my story and pointing to the images . I think it was because I did   not just use words , I used them in combination with the drawings , which created a   single interpretation of my story . On the other hand , the images allowed me to make   the story short and to the point . 

 The best thing about the meeting was that she added her ideas and suggestions for   the proposal and started thinking visually as well . She wanted to add it as a   visualization instead of just words . We got up and used a whiteboard to start drawing . 

 All in all , my initial drawing I think allowed a broad understanding of the context in a   relatively short amount of time . Therefore we could go immediately into more   deepening questions and effective discussion and visualize this at the same time . 

 Approach 

 Next time I would not put it in a PowerPoint anymore . I would just put all the pictures   together on a A3 paper and take pencils with me . In this way my communication   partner can draw lines , write and make figures him-/herself . This opens up the meeting   to even more creativity . 

 I could have used it in the designing process earlier on . During the interviews , I could   have let the participants draw their answers , feelings and thoughts . I would do this   now as I am more comfortable with the tool . However , I think I did it right as I wanted   to experiment first in a smaller stage instead of throughout the process . 

 After this meeting Madelon and I decided to not create a PowerPoint presentation to   present our idea to the business stakeholder René , but use only visualization . So I   created the A3 image you see below and made copies of it . I will go in the meeting   with only this visualization and pencils and I am excited to see what will happen .
### Output: 