Challenge & Selection 

 The challenge was to generate ideas for markedly improve the customer journey for availing a   business loan thereby empowering the customer , fulfilling his / her aspirations and providing delight .   To elaborate a little : 

 Current scenario ( As is ) on a high level : 

    Customer has to visit loan centre / Branch to apply for loan . 

    Fill up application form and know about the necessary documents required , loan pricing , etc 

    There ’s a field inspection done and report submitted to underwriting 

    Underwriters do their job and finally the case is approved / declined 

    Then again there is a series of document execution for the customer to avail the loan   disbursement 

    This process takes around 7 - 10 days to get completed 

 The challenge is to understand every bit of the lengthy process and ideate on how things could be   simplified for the customers 

 Tool Used : Mind mapping . Mind mapping was used to visually map the loan process and challenges   faced by the customer . Essentially try to map the customers ’ minds both the end customer and the   internal customers as well . 

 Application : 

 We set up a workshop for 2 days for an entire group of diverse people from different departments   ( stakeholders ) starting from sales , underwriting , risk , legal , compliance , collections and our team of   product development . More or less 25 people participation was there . 5 teams were formed of these   people . We used the empty cafeteria and put up boards to enable the workshop 

 We already had huge data from existing business . All had fair idea of the entire process but the missing   link was to bring all together on customer empathy . Which was why the mind mapping exercise . 

 We used lot of sticky notes for the same . We also put up printed samples of application form , lists of   systems used , agreement documents , etc 

 At every point of the loan process all were asked to point out the hindrances , non - essential items for   customers to avail loan . Also they were asked to note the good stuff / essential item that is there in the   loan process . Also some pre research on ethnographic were put up at a side . We also set up poster for   Stat board having important statistics from existing business . Members used sticky notes to write their   points , one on each sticky note . 

 After an hour we asked the members to stick the sticky note on the customer goal boards . One of us   helped organize the same . Example of customer goal : loan application . Now some ideas for application   came to be as online application . All ideas written on sticky notes were grouped on different customer   goal boards . 

 Next step is to draw insights form the idea clusters / customer goal boards . We had deliberated for four   hours on the insights statements and found common ground amongst the whole group . The core idea   as it came out was to look at everything from the customers ’ lens . 

 To point out more on the insights using design thinking vis - à - vis erstwhile methods : For example risk   team in traditional methods would deny any disruption in existing process or ask questions that were 

 more academic - not adding much value to the customer . In this exercise all stakeholders were present   at the same place at the same time . So any questions arising from any team would get answered then   and there . The very success of the method was due to the fact that all questions were getting   answered from customers ’ point of view and that was most important . At the end of the day any   product would be successful if that is liked by the customer . This method does that very effectively   and quickly-- every idea was moving around a central theme — what did the customer want .. 

 As a lead product owner I found that the method created some sort of chaos in dealing with several   ideas and debates around them . Having said that , it is also pertinent to note that these small debates   provided the platform for all to come to a common understanding of the customers . At the end of the   day we were a happy group of people trying to solve for the customer thereby paving our way to   generate more business in a lot quicker period of time . 

 At each point of customer goal , we had lot many ideas to discuss and had substantial food for thought   for the next day ’s workshop on What if ? The solutioning … . 


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 

 The challenge was to generate ideas for markedly improve the customer journey for availing a   business loan thereby empowering the customer , fulfilling his / her aspirations and providing delight .   To elaborate a little : 

 Current scenario ( As is ) on a high level : 

    Customer has to visit loan centre / Branch to apply for loan . 

    Fill up application form and know about the necessary documents required , loan pricing , etc 

    There ’s a field inspection done and report submitted to underwriting 

    Underwriters do their job and finally the case is approved / declined 

    Then again there is a series of document execution for the customer to avail the loan   disbursement 

    This process takes around 7 - 10 days to get completed 

 The challenge is to understand every bit of the lengthy process and ideate on how things could be   simplified for the customers 

 Tool Used : Mind mapping . Mind mapping was used to visually map the loan process and challenges   faced by the customer . Essentially try to map the customers ’ minds both the end customer and the   internal customers as well . 

 Application : 

 We set up a workshop for 2 days for an entire group of diverse people from different departments   ( stakeholders ) starting from sales , underwriting , risk , legal , compliance , collections and our team of   product development . More or less 25 people participation was there . 5 teams were formed of these   people . We used the empty cafeteria and put up boards to enable the workshop 

 We already had huge data from existing business . All had fair idea of the entire process but the missing   link was to bring all together on customer empathy . Which was why the mind mapping exercise . 

 We used lot of sticky notes for the same . We also put up printed samples of application form , lists of   systems used , agreement documents , etc 

 At every point of the loan process all were asked to point out the hindrances , non - essential items for   customers to avail loan . Also they were asked to note the good stuff / essential item that is there in the   loan process . Also some pre research on ethnographic were put up at a side . We also set up poster for   Stat board having important statistics from existing business . Members used sticky notes to write their   points , one on each sticky note . 

 After an hour we asked the members to stick the sticky note on the customer goal boards . One of us   helped organize the same . Example of customer goal : loan application . Now some ideas for application   came to be as online application . All ideas written on sticky notes were grouped on different customer   goal boards . 

 Next step is to draw insights form the idea clusters / customer goal boards . We had deliberated for four   hours on the insights statements and found common ground amongst the whole group . The core idea   as it came out was to look at everything from the customers ’ lens . 

 To point out more on the insights using design thinking vis - à - vis erstwhile methods : For example risk   team in traditional methods would deny any disruption in existing process or ask questions that were 

 more academic - not adding much value to the customer . In this exercise all stakeholders were present   at the same place at the same time . So any questions arising from any team would get answered then   and there . The very success of the method was due to the fact that all questions were getting   answered from customers ’ point of view and that was most important . At the end of the day any   product would be successful if that is liked by the customer . This method does that very effectively   and quickly-- every idea was moving around a central theme — what did the customer want .. 

 As a lead product owner I found that the method created some sort of chaos in dealing with several   ideas and debates around them . Having said that , it is also pertinent to note that these small debates   provided the platform for all to come to a common understanding of the customers . At the end of the   day we were a happy group of people trying to solve for the customer thereby paving our way to   generate more business in a lot quicker period of time . 

 At each point of customer goal , we had lot many ideas to discuss and had substantial food for thought   for the next day ’s workshop on What if ? The solutioning … .
### Output: 