REFLECTIONS – VISUALIZATION 

 CHALLENGE :    As part of my company ’s drive to enhance customer experience and to promote loyalty , there 

 was a deliberate attempt to revisit the concept of customer journey . One of the challenges my 

 organization faces is the management of its B2B retail prepaid card , previously customers have 

 to spend hours at the company head office to recharge or top - up their cards for future use . All 

 activities involved in the process were manually done at a designated customer service points . 

 Considering the inconveniences being created , for instance customers spending hours to be 

 attended to , management seeks to know what wows and what works . 

 SELECTION :   Being a member of the company ’s digitalization team , we adopted “ VISUALIZATION ” as a design 

 thinking tool to find innovative ways to improve customer experience . The team was tasked to 

 employ visual thinking to offer innovative solutions to wow the customer . 

 APPLICATION : 

 The team adopted the four scale design thinking framework ; what is , what if , what wows and 

 what works . A group of twenty ( 20 ) cross - functional and diverse backgrounds , was inaugurated 

 to begin the journey of innovation . 

 First , the team observe what the current situation or customer experience is and to gather some 

 data on the current condition . We wrote down what we observed to be the current customer 

 experience , these are in the form of sticky notes which are posted on a big board in a hall 

 dedicated to this exercise . 

 Then , the team moved to the ideation stage where the individual team members brainstorm to 

 find solutions to the problems identified at the observation stage . The solutions are mapped to 

 the individual problems posted on the board . 

 What wows ? The team then proceeded to refine the solutions identified against the individual 

 problems to identify the best matching problems and solutions . The act is repeated several times 

 until the best possible solutions are identified and properly matched to the identified problem , 

 The team proceeded to actually test the proposed solutions with selected group of customers to 

 measure the acceptance and impact on service delivery . Customer feedback is very important at 

 this stage , the team listen attentively to the customers to know why this solutions will not solve 

 the problems or what to improve to offer the best possible customer experience . This approach 

 is conducted using “ Learning Launches ” , experiment or test to assess the viability of the new 

 idea before rolling out . 

 Finally , an electronic customer service desks were developed to provide self service solutions to 

 the customers . Time spent at the recharge point reduced from above an hour to less than 30 

 minutes and customer feedback was truly overwhelming . 

 INSIGHT AND APPROACH : 

 My personal exposure to this great design thinking tool can not be overestimated , visualization 

 provides the opportunity to move beyond verbal communication to actually visualize the kind of 

 customer experience the company wants to put in place . The diverse nature of the team also 

 provide a very rich experience , different levels of cognitive blindness and also helps to minimize 

 confirmation biases . 


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: REFLECTIONS – VISUALIZATION 

 CHALLENGE :    As part of my company ’s drive to enhance customer experience and to promote loyalty , there 

 was a deliberate attempt to revisit the concept of customer journey . One of the challenges my 

 organization faces is the management of its B2B retail prepaid card , previously customers have 

 to spend hours at the company head office to recharge or top - up their cards for future use . All 

 activities involved in the process were manually done at a designated customer service points . 

 Considering the inconveniences being created , for instance customers spending hours to be 

 attended to , management seeks to know what wows and what works . 

 SELECTION :   Being a member of the company ’s digitalization team , we adopted “ VISUALIZATION ” as a design 

 thinking tool to find innovative ways to improve customer experience . The team was tasked to 

 employ visual thinking to offer innovative solutions to wow the customer . 

 APPLICATION : 

 The team adopted the four scale design thinking framework ; what is , what if , what wows and 

 what works . A group of twenty ( 20 ) cross - functional and diverse backgrounds , was inaugurated 

 to begin the journey of innovation . 

 First , the team observe what the current situation or customer experience is and to gather some 

 data on the current condition . We wrote down what we observed to be the current customer 

 experience , these are in the form of sticky notes which are posted on a big board in a hall 

 dedicated to this exercise . 

 Then , the team moved to the ideation stage where the individual team members brainstorm to 

 find solutions to the problems identified at the observation stage . The solutions are mapped to 

 the individual problems posted on the board . 

 What wows ? The team then proceeded to refine the solutions identified against the individual 

 problems to identify the best matching problems and solutions . The act is repeated several times 

 until the best possible solutions are identified and properly matched to the identified problem , 

 The team proceeded to actually test the proposed solutions with selected group of customers to 

 measure the acceptance and impact on service delivery . Customer feedback is very important at 

 this stage , the team listen attentively to the customers to know why this solutions will not solve 

 the problems or what to improve to offer the best possible customer experience . This approach 

 is conducted using “ Learning Launches ” , experiment or test to assess the viability of the new 

 idea before rolling out . 

 Finally , an electronic customer service desks were developed to provide self service solutions to 

 the customers . Time spent at the recharge point reduced from above an hour to less than 30 

 minutes and customer feedback was truly overwhelming . 

 INSIGHT AND APPROACH : 

 My personal exposure to this great design thinking tool can not be overestimated , visualization 

 provides the opportunity to move beyond verbal communication to actually visualize the kind of 

 customer experience the company wants to put in place . The diverse nature of the team also 

 provide a very rich experience , different levels of cognitive blindness and also helps to minimize 

 confirmation biases .
### Output: 