Mind Mapping 

 Challenge and Selection 

 I have been working in the airline industry for almost 5 years in field of customer service . As the   industry is now interrupted by the pandemic , my company is now looking for a new way of   generating revenue by all departments , not only to overcome the hardship in the period but also for   having products and services which can deliver greater long - term customer journey to our   passengers . 

 Looking to customer feedback , I found that “ Priority ” is what is sometimes indeed required by other   group of passengers , not only for frequent fryers . To make sure that our new product can truly fulfil   the need of our passengers , I first categorise them into 4 major groups according to the record ;   Leisure Traveller , Business Traveller , Homebound Traveller and Family Traveller . Then , further dig   down to their problems and uncovered needs in each touchpoint . Mind Mapping will be used to   quickly collect the information and find patterns of issues though and ethnographic interview , focus   group and workshop with the group representatives . Hopefully , a well - designed pre - paid Priority   Pass Package to each group will be the final outcome . 

 Application 

 The passengers will be requested to talk about the problems they had experienced from the   beginning of their journey as booking tickets for either themselves or their family to the baggage   service on arrival , note it down to post - its , and symbolise how they feel though emoji icons on the   journey mapping board . By interviewing , customer values will be also tracked by asking “ why ”   questions e.g why priority baggage will matter to you in family trips ? Why you need to get to the   hotel early ? as the answers would be later useful marketing communications and the package   design . 

 Insight and Approach 

 What we will attain from the the data collection would be the patterns of customer issues in each   touchpoint . Those pattern can fundamentally test some hypothesis such as “ Will Priority Service be   needed by each group of passengers ? ” , “ Homebound travellers are in need of Priority Baggage as   the business travellers ? ” Accordingly , a prototype of Priority Pass Package can be created for   further demand survey and product development . I found that the insight acquired would be really a   very first step for my customer service team to come up with a new product that can both tackle the   customer problem requesting temporary and unqualified priority and also be part of increasing   ancillary revenue to the company at the same time , from existing service with new way of thinking . 

 For the next - time approach , I found that it would be useful to also use Mind Mapping technique   with the frontline staff in each touchpoint to make a clearer whole picture of customer journey from   knowing the service provider side . Also , once the prototypes of each package have been created ,   other techniques could also be used in the further experiment to test passenger demand such as   visualisation to communicate abstract privileges of the package to passengers , storytelling to narrate   the reason why the product has been created by focusing on passenger problems and the offered   solutions . 


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: Mind Mapping 

 Challenge and Selection 

 I have been working in the airline industry for almost 5 years in field of customer service . As the   industry is now interrupted by the pandemic , my company is now looking for a new way of   generating revenue by all departments , not only to overcome the hardship in the period but also for   having products and services which can deliver greater long - term customer journey to our   passengers . 

 Looking to customer feedback , I found that “ Priority ” is what is sometimes indeed required by other   group of passengers , not only for frequent fryers . To make sure that our new product can truly fulfil   the need of our passengers , I first categorise them into 4 major groups according to the record ;   Leisure Traveller , Business Traveller , Homebound Traveller and Family Traveller . Then , further dig   down to their problems and uncovered needs in each touchpoint . Mind Mapping will be used to   quickly collect the information and find patterns of issues though and ethnographic interview , focus   group and workshop with the group representatives . Hopefully , a well - designed pre - paid Priority   Pass Package to each group will be the final outcome . 

 Application 

 The passengers will be requested to talk about the problems they had experienced from the   beginning of their journey as booking tickets for either themselves or their family to the baggage   service on arrival , note it down to post - its , and symbolise how they feel though emoji icons on the   journey mapping board . By interviewing , customer values will be also tracked by asking “ why ”   questions e.g why priority baggage will matter to you in family trips ? Why you need to get to the   hotel early ? as the answers would be later useful marketing communications and the package   design . 

 Insight and Approach 

 What we will attain from the the data collection would be the patterns of customer issues in each   touchpoint . Those pattern can fundamentally test some hypothesis such as “ Will Priority Service be   needed by each group of passengers ? ” , “ Homebound travellers are in need of Priority Baggage as   the business travellers ? ” Accordingly , a prototype of Priority Pass Package can be created for   further demand survey and product development . I found that the insight acquired would be really a   very first step for my customer service team to come up with a new product that can both tackle the   customer problem requesting temporary and unqualified priority and also be part of increasing   ancillary revenue to the company at the same time , from existing service with new way of thinking . 

 For the next - time approach , I found that it would be useful to also use Mind Mapping technique   with the frontline staff in each touchpoint to make a clearer whole picture of customer journey from   knowing the service provider side . Also , once the prototypes of each package have been created ,   other techniques could also be used in the further experiment to test passenger demand such as   visualisation to communicate abstract privileges of the package to passengers , storytelling to narrate   the reason why the product has been created by focusing on passenger problems and the offered   solutions .
### Output: 