Reflection - Learning Launch 

 Challenge 

 I am currently consulting at an organisation that provides Fibre Broadband to most of my home city .   One of the challenges we have is that a retailer will be contacted by a person requiring a broadband   installation and then pass the order including the customer ’s details through to our call centre . The   call centre then sends a text message ( SMS ) to customer asking them to call us to book a time for   two appointments required to complete the installation . Although we have tried different   permutations of this , we have on average only been able to complete ~60 % of orders into completed   bookings . Unfortunately a project has already begun to increase order completions and initiatives   have been kicked off without the design thinking process . One of these initiatives is to simply text   ( SMS ) a time slot to a customer rather than waiting for them call us and then for them to text a   message back ( yes or no ) to say whether that appointment time was acceptable . This would require   a significant enhancement to our IT systems coming at great cost . What could I do to help make this   idea a success ? 

 Selection 

 So , we were too far through the process to start at step one of the design thinking process . We do   have what seems a good idea . The Learning Launch seems like the ideal tool as it is designed to test   an idea by creating a hypothesis . To check this off we needed to answer the key questions of a   Learning Launch : 

    What are the key customer execution and defensibility assumptions ? We have assumed that   customers will react positively to having an appointment time sent to them rather than   selecting their own date and time . This will result in more successful bookings . – This is our   hypothesis . 

    How can we quickly test this with the customers ? We needed to find a way to design a cheap   and relatively quick experiment to test our hypothesis . 

 Application 

 We knew the existing statistic of 60 % orders becoming bookings . How could we test this new idea   will “ move the needle ” ? After giving it some thought the answer was relatively simple . We decided   to manually create appointments for 50 customers and then manually text the customers the   appointment details . We were pleasantly surprised when 80 % of the customers accepted the   appointments within the first 24 - 48 hours . Another 10 % required call back to confirm booking times .   That took us from 60 % to 90 % of orders booked . The idea is certainly a needle mover !   Armed with   this test we are now able to proceed with spending money on IT Enhancements to remove the   manual aspect of the test . 

 Insight 

 What has been interesting for me in this process is the speed at which you can validate your ideas . In   the IT domain there has been a lot of discussion in recent years about the Lean Start - Up and Minimal   Viable Products . The Learning Launch has taken these ideas one step further . A minimal viable   product requires you to build something and then learn if it is a good product or not . The Learning   Launch we designed required nothing to be built whatsoever . In fact we only utilised existing   technology in a different fashion . The cost to the organisation was a few hours and we significantly   reduced the risk of building the wrong thing . In future we will be looking to learning launches for all   of our new initiatives . 

 We were also fortunate to have a reasonable amount of data and statistics at hand . By having these   statistics we were able to be sure we had tested our hypothesis well . If we were to carry out 

 Approach 

 The Learning Launch has jump started thinking about how to get to 100 % of orders booked . This   target seemed previously unobtainable but is now within reach . I have explained that the Learning   Launch is a tool used during design thinking the team are now willing to explore this further . We are   going to get closer to our customers and we will start a formal design thinking process across wider   aspects of the business . Woohoo ! 


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: Reflection - Learning Launch 

 Challenge 

 I am currently consulting at an organisation that provides Fibre Broadband to most of my home city .   One of the challenges we have is that a retailer will be contacted by a person requiring a broadband   installation and then pass the order including the customer ’s details through to our call centre . The   call centre then sends a text message ( SMS ) to customer asking them to call us to book a time for   two appointments required to complete the installation . Although we have tried different   permutations of this , we have on average only been able to complete ~60 % of orders into completed   bookings . Unfortunately a project has already begun to increase order completions and initiatives   have been kicked off without the design thinking process . One of these initiatives is to simply text   ( SMS ) a time slot to a customer rather than waiting for them call us and then for them to text a   message back ( yes or no ) to say whether that appointment time was acceptable . This would require   a significant enhancement to our IT systems coming at great cost . What could I do to help make this   idea a success ? 

 Selection 

 So , we were too far through the process to start at step one of the design thinking process . We do   have what seems a good idea . The Learning Launch seems like the ideal tool as it is designed to test   an idea by creating a hypothesis . To check this off we needed to answer the key questions of a   Learning Launch : 

    What are the key customer execution and defensibility assumptions ? We have assumed that   customers will react positively to having an appointment time sent to them rather than   selecting their own date and time . This will result in more successful bookings . – This is our   hypothesis . 

    How can we quickly test this with the customers ? We needed to find a way to design a cheap   and relatively quick experiment to test our hypothesis . 

 Application 

 We knew the existing statistic of 60 % orders becoming bookings . How could we test this new idea   will “ move the needle ” ? After giving it some thought the answer was relatively simple . We decided   to manually create appointments for 50 customers and then manually text the customers the   appointment details . We were pleasantly surprised when 80 % of the customers accepted the   appointments within the first 24 - 48 hours . Another 10 % required call back to confirm booking times .   That took us from 60 % to 90 % of orders booked . The idea is certainly a needle mover !   Armed with   this test we are now able to proceed with spending money on IT Enhancements to remove the   manual aspect of the test . 

 Insight 

 What has been interesting for me in this process is the speed at which you can validate your ideas . In   the IT domain there has been a lot of discussion in recent years about the Lean Start - Up and Minimal   Viable Products . The Learning Launch has taken these ideas one step further . A minimal viable   product requires you to build something and then learn if it is a good product or not . The Learning   Launch we designed required nothing to be built whatsoever . In fact we only utilised existing   technology in a different fashion . The cost to the organisation was a few hours and we significantly   reduced the risk of building the wrong thing . In future we will be looking to learning launches for all   of our new initiatives . 

 We were also fortunate to have a reasonable amount of data and statistics at hand . By having these   statistics we were able to be sure we had tested our hypothesis well . If we were to carry out 

 Approach 

 The Learning Launch has jump started thinking about how to get to 100 % of orders booked . This   target seemed previously unobtainable but is now within reach . I have explained that the Learning   Launch is a tool used during design thinking the team are now willing to explore this further . We are   going to get closer to our customers and we will start a formal design thinking process across wider   aspects of the business . Woohoo !
### Output: 