Freitag , 16 . Februar 2018 

 MindMapping - Nicole Horvath 

 1 - Challenge 

 I work as a trainer and coach with teams of customer consultants and their leaders in the   German cooperative banking Sector . We had the following situation : The aim for the team is   providing excellent consultation and achieving good returns .     With digitalization they have to use a technical process with their customers , which is relatively   inﬂexible and in some points difﬁcult to handle . So the employees disliked the process . They felt   restricted in their skills and abilities . The conversation with the customers suffered . They needed   a lot more time and their proﬁts deteriorated . 

 We had a classic situation : ‚ What does the company want ? ‘ and ‚ What is the employee doing ? ‘ 

 The consultants want to communicate with their customers on a friendly and personal level .   They have established a basis of trust to their customers and now they fear that the computer   as a ‚ third person ‘ stands between the customer and themselves like a foreign body . 

 2 - Tool &   3 - Application 

 First we had collected a lot of representative statements by the employees . They wrote them   down on cards and were clustered on a pinboard . That was easy , because the people were   very emotional and talked about the stuff they did n’t like . So we had a good ‚ What is?‘-data- basis . 

 So the group was ready to began generating ideas . And I used MindMapping to envision a new   future . ( What if ? ) 

 MindMapping brings order to a chaos and gives new perspectives . As we had a confusing and   overwhelming situation , MindMapping gave the possibility to gain new perspectives , see   patterns and get insights they would not have expected . 

 Primarily it was necessary to describe a precise heading or goal , that stands in the middle . The   stakeholders searched a long time for a real short description : ‚ Consultation that is fun for the   customer and for the consultant ‘ .    To get activity in the team , I let them work in little groups of 2 or 3 people . I gave them a mindset   to think about : 1 - It was clear that the computer based method was determined , so we did n’t   need to discuss this any longer . 2 - Now they need to look forward and ﬁnd a way and a routine   they can work with .   3 - Find a short and precise headline . 

 They can take a short walk outside to discuss or have a cup of coffee together . Finally they   have to reach an agreement all together in the big group to describe their goal . In the next step   they found two way - points that need to be solved .    ‚ Getting close to the customers need ‘ and ‚ Get the computer - based process out of the focus ‘ 

 � 1 

 Freitag , 16 . Februar 2018 

 The best question in this phase was : ‚ What , if anything is possible ? ‘    The group was really hard thinking for a while . Than they began to be creative . I tried to   complement the MindMap with pictures and learned that I need more competence in visual   thinking .    Nearly all ideas with steps and tools they described were still known and used in the past . They   used them before the technical process was implemented . In this way of visualization through   the MindMapping process the stakeholders were able to see it . In consequence it was possible   to ﬁnd answers to all the collected data from the ‚ What is?‘-stage . 

 After that MindMapping it was easy for them to create a structure with all the steps in customer   contact . Every step from ‚ Saying Hello ‘ to ‚ Asking for feedback ‘ was written down with interfaces   for ‚ Speaking with the customer ‘ , ‚ Use paper or iPad to develop / draw cases , facts , solutions ‘   and ‚ Use the computer to get solutions done ‘ . This brief overview is available for all customer   consultants in the bank . 

 The next steps are : Creating the computer based process that follows the customer   conversation ( not : the customer conversation has to follow the computer program ) . Testing the   new structure , keep a journal , improve the process , weekly short meetings to talk about   improvement - > learn from each other . And a phase with Training on the job to become more   ﬁrmly established . 

 4 - Insights     The incredible effect of using visualization in combination with MindMapping is fantastic for   everyone . The employees had all the tools and procedures in their mind , but with the new   computer based consulting process they lost the ability to transfer it . On top there is no more   loss of time , or better : there is enough time for the conversation with the customer and the   computer is a tool , that is used when it make sense . The consultants were very optimistic after   that workshop . 

 With these insights ( what visualization can cause ) the consultants had the idea to involve their   own customers in creating the customer contact . That ’s good news . 

 5 - Approach 

 Since visualization is such a powerful tool , I need to learn more visual thinking . 

 Design Thinking can be used in so many cases , so the transfer into different ﬁelds of   application is a wonderful challenge . Especially in conservative old school minds and   organizations . It needs good and profound stories to the leaders . 

 A good spot is to begin with small teams . Agile is not the solution for everyone . Leaders have to   go ﬁrst and need to invite their team to go together . 

 � 2 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Nicole Horvath
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: Freitag , 16 . Februar 2018 

 MindMapping - Nicole Horvath 

 1 - Challenge 

 I work as a trainer and coach with teams of customer consultants and their leaders in the   German cooperative banking Sector . We had the following situation : The aim for the team is   providing excellent consultation and achieving good returns .     With digitalization they have to use a technical process with their customers , which is relatively   inﬂexible and in some points difﬁcult to handle . So the employees disliked the process . They felt   restricted in their skills and abilities . The conversation with the customers suffered . They needed   a lot more time and their proﬁts deteriorated . 

 We had a classic situation : ‚ What does the company want ? ‘ and ‚ What is the employee doing ? ‘ 

 The consultants want to communicate with their customers on a friendly and personal level .   They have established a basis of trust to their customers and now they fear that the computer   as a ‚ third person ‘ stands between the customer and themselves like a foreign body . 

 2 - Tool &   3 - Application 

 First we had collected a lot of representative statements by the employees . They wrote them   down on cards and were clustered on a pinboard . That was easy , because the people were   very emotional and talked about the stuff they did n’t like . So we had a good ‚ What is?‘-data- basis . 

 So the group was ready to began generating ideas . And I used MindMapping to envision a new   future . ( What if ? ) 

 MindMapping brings order to a chaos and gives new perspectives . As we had a confusing and   overwhelming situation , MindMapping gave the possibility to gain new perspectives , see   patterns and get insights they would not have expected . 

 Primarily it was necessary to describe a precise heading or goal , that stands in the middle . The   stakeholders searched a long time for a real short description : ‚ Consultation that is fun for the   customer and for the consultant ‘ .    To get activity in the team , I let them work in little groups of 2 or 3 people . I gave them a mindset   to think about : 1 - It was clear that the computer based method was determined , so we did n’t   need to discuss this any longer . 2 - Now they need to look forward and ﬁnd a way and a routine   they can work with .   3 - Find a short and precise headline . 

 They can take a short walk outside to discuss or have a cup of coffee together . Finally they   have to reach an agreement all together in the big group to describe their goal . In the next step   they found two way - points that need to be solved .    ‚ Getting close to the customers need ‘ and ‚ Get the computer - based process out of the focus ‘ 

 � 1 

 Freitag , 16 . Februar 2018 

 The best question in this phase was : ‚ What , if anything is possible ? ‘    The group was really hard thinking for a while . Than they began to be creative . I tried to   complement the MindMap with pictures and learned that I need more competence in visual   thinking .    Nearly all ideas with steps and tools they described were still known and used in the past . They   used them before the technical process was implemented . In this way of visualization through   the MindMapping process the stakeholders were able to see it . In consequence it was possible   to ﬁnd answers to all the collected data from the ‚ What is?‘-stage . 

 After that MindMapping it was easy for them to create a structure with all the steps in customer   contact . Every step from ‚ Saying Hello ‘ to ‚ Asking for feedback ‘ was written down with interfaces   for ‚ Speaking with the customer ‘ , ‚ Use paper or iPad to develop / draw cases , facts , solutions ‘   and ‚ Use the computer to get solutions done ‘ . This brief overview is available for all customer   consultants in the bank . 

 The next steps are : Creating the computer based process that follows the customer   conversation ( not : the customer conversation has to follow the computer program ) . Testing the   new structure , keep a journal , improve the process , weekly short meetings to talk about   improvement - > learn from each other . And a phase with Training on the job to become more   ﬁrmly established . 

 4 - Insights     The incredible effect of using visualization in combination with MindMapping is fantastic for   everyone . The employees had all the tools and procedures in their mind , but with the new   computer based consulting process they lost the ability to transfer it . On top there is no more   loss of time , or better : there is enough time for the conversation with the customer and the   computer is a tool , that is used when it make sense . The consultants were very optimistic after   that workshop . 

 With these insights ( what visualization can cause ) the consultants had the idea to involve their   own customers in creating the customer contact . That ’s good news . 

 5 - Approach 

 Since visualization is such a powerful tool , I need to learn more visual thinking . 

 Design Thinking can be used in so many cases , so the transfer into different ﬁelds of   application is a wonderful challenge . Especially in conservative old school minds and   organizations . It needs good and profound stories to the leaders . 

 A good spot is to begin with small teams . Agile is not the solution for everyone . Leaders have to   go ﬁrst and need to invite their team to go together . 

 � 2
### Output: 