Reflection 

 Challenge      I ’m   working   as   a   summer   intern   for   a   tech   startup   building   an   intelligent   chatbot   for   police    agencies .   The   chatbot   helps   residents   get   answers   to   questions   that   they   frequently   ask   their    local   agency .   The   chatbot   is   offered   as   an   online   service   and   customized   for   each   agency .   The    challenge   we   face   is   how   do   we   optimize   onboarding   a   new   agency   to   the   service .   There   are    questions   of   who   should   be   doing   what   and   when   and   other   questions   of   how   to   streamline    certain   tasks   to   reduce   the   time ,   money ,   and   effort   spent . 

 Selection      I   chose   to   use   both   visualization   and   storytelling   tools   to   address   this   challenge   of   optimizing   our    onboarding .   According   to   Angela   Myer ,   an   experienced   designer ,   visualization   is   anything   that    takes   us   “ beyond   just   using   words   or   language   alone ” .   It   is   the   process   of   bringing   a   shared    understanding   of   the   message   you   are   trying   to   convey   through   the   use   of   pictures   and    drawings .   For   visualization ,   I   decided   to   create   a   journey   map   showing   all   of   the   internal   and    external   roles   involved   in   onboarding   a   new   agency   from   start   to   finish .   I ’ve   seen   journey   maps    used   successfully   to   help   with   the   design   of   services ,   providing   insights   into   both   the   customer    experience   and   the   process   used   by   the    internal   team   delivering   the   service .       While   journey   maps   are   a   form   of   visual   storytelling ,   my   team   used   the   verbal   stories   from   our    customer   success   and   sales   team   members   to   flesh   out   the   phases   of   the   journey .   In   the   end ,    we   wanted   to   be   able   to   tell   the   whole   story   from   the   internal   team   perspective ,   but   also   the    external   customer   agency   perspective .   By   looking   at   the   entire   journey   visually ,   we   hoped   to   see    how   each   role   contributes   to   the   overall   process ,   where   time   is   spent ,   and   how   the   process    could   be   optimized . 

 Application 

 To   create   the   journey   map ,   I   formed   a   team   with   representatives   from   Customer   Success ,   Sales ,   Management ,   Data   Analytics ,   and   UI   engineering .   We   started   by   putting   the   names   of   all    the   internal   and   external   roles   onto   sticky   notes .   It   turned   out   we   had   more   roles   involved   than    we   thought   -   five   external   roles   and   six   internal   roles .   Each   of   the   roles   had   its   own   tasks ,   so   we    put   each   task   on   a   sticky   note   as   well .       Using   a   large   wall   we   put   up   the   roles   with   each   having   a   row   for   its   tasks .   We   then   divided   the 

 tasks   into   five   phases ,   Learn ,   Try ,   Buy ,   Review ,   and   Use .   This   seemed   to   be   a   very   effective    overview   of   the   entire   journey .   The   team   actually   added   roles   and   tasks   to   fill   in   the   journey   as    we   talked   through   the   stories   of   this   agency   versus   that   agency . 

 Insight 

 It   was   useful   to   be   able   to   move   roles   and   tasks   around   to   organize   them .   As   we   came   up   with    more   ideas   it   was   helpful   to   be   able   to   move   pre - existing   ones   to   fit   and   organize   as   needed .    While   it   was   all   done   with   pen   and   paper   on   the   wall ,   the   team   thought   the   visualization   was    valuable   so   I   turned   it   into   a   digital   format   that   can   be   updated   as   well .       One   major   insight   we   had   was   when   a   certain   task   should   be   performed .   The   task   in   question    was   inputting   agency - specific   knowledge   into   our   service   and   the   question   was   raised   whether    this   should   be   done   before   contacting   the   agency ,   while   they   try   the   bot ,   or   after   they   have    already   purchased   the   service .   We   are   currently   adding   in   content   before   contacting   the   agency ,    but   as   we   think   about   scaling   up   with   more   agencies ,   we   are   concerned   that   this   will   increase    the   cost   of   sales   to   each   agency .   We   might   put   effort   in   for   agencies   that   are   not   interested   in    the   service .   On   the   other   hand ,   it   might   be   the   most   effective   sales   tool   to   have   agency - specific    content   in   the   sales   demo .      The   action   items   resulting   from   the   journey   mapping   exercise   included   additional   research   into    how   effective   the   agency - specific   content   is   in   sales   and   how   costly   it   is   to   collect   and   insert   into    the   service .   Depending   on   the   answers   to   these   research   questions ,   we   may   put   the   content    gathering   earlier   or   later   in   the   process   ( as   shown   with   the   red   boxes   and   question   marks   in   the    journey   map   shown   below ) . 

 Approach 

 While   the   journey   mapping   was   successful   at   giving   us   insights ,   there   are   some   things   that   I    would   do   differently   next   time .   While   our   first   pass   at   the   journey   map   shows   the   phases   of   the    journey ,   it   does   not   show   how   much   time   is   spent   in   each   phase .   In   the   next   iteration ,   I   would    add   in   the   time   spent   in   each   phase   or   find   a   way   to   show   that   in   a   new   visualization   along   a    timeline .   I   would   want   to   see   both   the   calendar   time   and   the   hours   of   effort   required   per   task   -    that   would   help   us   visualize   both   the   time   and   cost   of   the   onboarding   process . 


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 

 Challenge      I ’m   working   as   a   summer   intern   for   a   tech   startup   building   an   intelligent   chatbot   for   police    agencies .   The   chatbot   helps   residents   get   answers   to   questions   that   they   frequently   ask   their    local   agency .   The   chatbot   is   offered   as   an   online   service   and   customized   for   each   agency .   The    challenge   we   face   is   how   do   we   optimize   onboarding   a   new   agency   to   the   service .   There   are    questions   of   who   should   be   doing   what   and   when   and   other   questions   of   how   to   streamline    certain   tasks   to   reduce   the   time ,   money ,   and   effort   spent . 

 Selection      I   chose   to   use   both   visualization   and   storytelling   tools   to   address   this   challenge   of   optimizing   our    onboarding .   According   to   Angela   Myer ,   an   experienced   designer ,   visualization   is   anything   that    takes   us   “ beyond   just   using   words   or   language   alone ” .   It   is   the   process   of   bringing   a   shared    understanding   of   the   message   you   are   trying   to   convey   through   the   use   of   pictures   and    drawings .   For   visualization ,   I   decided   to   create   a   journey   map   showing   all   of   the   internal   and    external   roles   involved   in   onboarding   a   new   agency   from   start   to   finish .   I ’ve   seen   journey   maps    used   successfully   to   help   with   the   design   of   services ,   providing   insights   into   both   the   customer    experience   and   the   process   used   by   the    internal   team   delivering   the   service .       While   journey   maps   are   a   form   of   visual   storytelling ,   my   team   used   the   verbal   stories   from   our    customer   success   and   sales   team   members   to   flesh   out   the   phases   of   the   journey .   In   the   end ,    we   wanted   to   be   able   to   tell   the   whole   story   from   the   internal   team   perspective ,   but   also   the    external   customer   agency   perspective .   By   looking   at   the   entire   journey   visually ,   we   hoped   to   see    how   each   role   contributes   to   the   overall   process ,   where   time   is   spent ,   and   how   the   process    could   be   optimized . 

 Application 

 To   create   the   journey   map ,   I   formed   a   team   with   representatives   from   Customer   Success ,   Sales ,   Management ,   Data   Analytics ,   and   UI   engineering .   We   started   by   putting   the   names   of   all    the   internal   and   external   roles   onto   sticky   notes .   It   turned   out   we   had   more   roles   involved   than    we   thought   -   five   external   roles   and   six   internal   roles .   Each   of   the   roles   had   its   own   tasks ,   so   we    put   each   task   on   a   sticky   note   as   well .       Using   a   large   wall   we   put   up   the   roles   with   each   having   a   row   for   its   tasks .   We   then   divided   the 

 tasks   into   five   phases ,   Learn ,   Try ,   Buy ,   Review ,   and   Use .   This   seemed   to   be   a   very   effective    overview   of   the   entire   journey .   The   team   actually   added   roles   and   tasks   to   fill   in   the   journey   as    we   talked   through   the   stories   of   this   agency   versus   that   agency . 

 Insight 

 It   was   useful   to   be   able   to   move   roles   and   tasks   around   to   organize   them .   As   we   came   up   with    more   ideas   it   was   helpful   to   be   able   to   move   pre - existing   ones   to   fit   and   organize   as   needed .    While   it   was   all   done   with   pen   and   paper   on   the   wall ,   the   team   thought   the   visualization   was    valuable   so   I   turned   it   into   a   digital   format   that   can   be   updated   as   well .       One   major   insight   we   had   was   when   a   certain   task   should   be   performed .   The   task   in   question    was   inputting   agency - specific   knowledge   into   our   service   and   the   question   was   raised   whether    this   should   be   done   before   contacting   the   agency ,   while   they   try   the   bot ,   or   after   they   have    already   purchased   the   service .   We   are   currently   adding   in   content   before   contacting   the   agency ,    but   as   we   think   about   scaling   up   with   more   agencies ,   we   are   concerned   that   this   will   increase    the   cost   of   sales   to   each   agency .   We   might   put   effort   in   for   agencies   that   are   not   interested   in    the   service .   On   the   other   hand ,   it   might   be   the   most   effective   sales   tool   to   have   agency - specific    content   in   the   sales   demo .      The   action   items   resulting   from   the   journey   mapping   exercise   included   additional   research   into    how   effective   the   agency - specific   content   is   in   sales   and   how   costly   it   is   to   collect   and   insert   into    the   service .   Depending   on   the   answers   to   these   research   questions ,   we   may   put   the   content    gathering   earlier   or   later   in   the   process   ( as   shown   with   the   red   boxes   and   question   marks   in   the    journey   map   shown   below ) . 

 Approach 

 While   the   journey   mapping   was   successful   at   giving   us   insights ,   there   are   some   things   that   I    would   do   differently   next   time .   While   our   first   pass   at   the   journey   map   shows   the   phases   of   the    journey ,   it   does   not   show   how   much   time   is   spent   in   each   phase .   In   the   next   iteration ,   I   would    add   in   the   time   spent   in   each   phase   or   find   a   way   to   show   that   in   a   new   visualization   along   a    timeline .   I   would   want   to   see   both   the   calendar   time   and   the   hours   of   effort   required   per   task   -    that   would   help   us   visualize   both   the   time   and   cost   of   the   onboarding   process .
### Output: 