Challenge & Selection     Our team provide self - access language learning services to all students in our university ,   mainly in the form of 30 - minute one - to - one consultations , and 1 - hour workshops . All   services are booked through an online system and normally happen on campus in a learning   common building . Due to the pandemic , we have moved all of these services online through   Zoom and since then , our numbers have dropped significantly . We had to find out the   reasons for the drop in numbers and try to get them back up .     While our team has employed all four tools in the process of trying to solve this unknown   problem , I believe mind mapping has played the largest role in our journey of uncovering   and targeting unarticulated needs . During meetings with team members , leaders and users ,   we have used mind mapping to gather insights , and then found patterns from the sea of   ideas and reflections . This was paramount to the problem solving process by helping us shift   our discussion from what is to what if .     Application     First , we used the software Notion to create a series of cards with the various concerns and   observations from our team members during a meeting . As we were working remotely , this   was a good replacement of sticky notes and whiteboards , as we could later drag and drop   these cards into different columns of categories .     Starting with concerns and observations allow us to first look at the issue from a personal   way – we were essentially interviewing each other . Through this first step , we have   generated more than 30 cards containing our own reflections and accounts . They covered   problems such as 

 • Lowered booking rates ,   • Lowered accountability on the students ’ side ( meaning they would be absent from 

 bookings ) , 

 • Students being very assignment - oriented rather than aiming at long term learning ,    • A shift in our main customer group from the large undergraduate population to the 

 smaller postgraduate population . 

 From these observations , we tried to generate possible reasons through grouping these   cards together under one heading , mainly decreased student motivation in a general sense   and a lack of effective advertisement opportunity now that we can not use posters and class   visit in an empty university campus . With these insights from the team , we have also   interviewed a group of students informally , and they cited intense coursework and a lack of   study space in their own homes being the major factors discouraging them from using our   services , as Hong Kong homes are often small and lack personal space for interactive   activities . This helped us realise that undergraduates are overwhelmed both by academic   workload and their lack of balance and space in their lives during COVID19 . In fact , it was   more of a workload and emotional burden issue rather than being a marketing and   advertisement issue . Postgraduates were not as affected as they did not have too much 

 coursework in general , and are usually more independent in both thinking and lifestyle   ( many of them have private space of their own ) .   Insight & Approach     As a result , we advertised from a different perspective – we encouraged students to come   to us in the early stage of an assignment . Rather than helping them with the end product ,   we are telling them to come get help with thinking , study skills , and critical reading , which   requires less work on their side , but create even greater impact on the product ( their   coursework ) through a nurturing environment that engages them in the more formative   stages of learning . We also loosened our rule with turning on the camera , or even using the   microphone . We encouraged students to voice out in the most convenient and comfortable   way possible , which could be typing in the chat box , or sending us emails , instead of   mandating a video conversation while their parents or siblings are also in the same space   learning and working . We also put a lot of our learning and teaching materials online so as   to allow more flexible , asynchronous learning .     Ideally , in the future , we could survey and interview a larger group of students to figure out   the problem with more of their input , but I think mind mapping with our team was a great   starting point for thinking about the issue in a more in - depth way . Perhaps keeping these   questions about learning style and stress in our usually year end focus groups would be a   good way of continuously assessing this problem if the pandemic persists , or if we are hit by   another event that leads to the campus shutting down . 


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 & Selection     Our team provide self - access language learning services to all students in our university ,   mainly in the form of 30 - minute one - to - one consultations , and 1 - hour workshops . All   services are booked through an online system and normally happen on campus in a learning   common building . Due to the pandemic , we have moved all of these services online through   Zoom and since then , our numbers have dropped significantly . We had to find out the   reasons for the drop in numbers and try to get them back up .     While our team has employed all four tools in the process of trying to solve this unknown   problem , I believe mind mapping has played the largest role in our journey of uncovering   and targeting unarticulated needs . During meetings with team members , leaders and users ,   we have used mind mapping to gather insights , and then found patterns from the sea of   ideas and reflections . This was paramount to the problem solving process by helping us shift   our discussion from what is to what if .     Application     First , we used the software Notion to create a series of cards with the various concerns and   observations from our team members during a meeting . As we were working remotely , this   was a good replacement of sticky notes and whiteboards , as we could later drag and drop   these cards into different columns of categories .     Starting with concerns and observations allow us to first look at the issue from a personal   way – we were essentially interviewing each other . Through this first step , we have   generated more than 30 cards containing our own reflections and accounts . They covered   problems such as 

 • Lowered booking rates ,   • Lowered accountability on the students ’ side ( meaning they would be absent from 

 bookings ) , 

 • Students being very assignment - oriented rather than aiming at long term learning ,    • A shift in our main customer group from the large undergraduate population to the 

 smaller postgraduate population . 

 From these observations , we tried to generate possible reasons through grouping these   cards together under one heading , mainly decreased student motivation in a general sense   and a lack of effective advertisement opportunity now that we can not use posters and class   visit in an empty university campus . With these insights from the team , we have also   interviewed a group of students informally , and they cited intense coursework and a lack of   study space in their own homes being the major factors discouraging them from using our   services , as Hong Kong homes are often small and lack personal space for interactive   activities . This helped us realise that undergraduates are overwhelmed both by academic   workload and their lack of balance and space in their lives during COVID19 . In fact , it was   more of a workload and emotional burden issue rather than being a marketing and   advertisement issue . Postgraduates were not as affected as they did not have too much 

 coursework in general , and are usually more independent in both thinking and lifestyle   ( many of them have private space of their own ) .   Insight & Approach     As a result , we advertised from a different perspective – we encouraged students to come   to us in the early stage of an assignment . Rather than helping them with the end product ,   we are telling them to come get help with thinking , study skills , and critical reading , which   requires less work on their side , but create even greater impact on the product ( their   coursework ) through a nurturing environment that engages them in the more formative   stages of learning . We also loosened our rule with turning on the camera , or even using the   microphone . We encouraged students to voice out in the most convenient and comfortable   way possible , which could be typing in the chat box , or sending us emails , instead of   mandating a video conversation while their parents or siblings are also in the same space   learning and working . We also put a lot of our learning and teaching materials online so as   to allow more flexible , asynchronous learning .     Ideally , in the future , we could survey and interview a larger group of students to figure out   the problem with more of their input , but I think mind mapping with our team was a great   starting point for thinking about the issue in a more in - depth way . Perhaps keeping these   questions about learning style and stress in our usually year end focus groups would be a   good way of continuously assessing this problem if the pandemic persists , or if we are hit by   another event that leads to the campus shutting down .
### Output: 