Challenge & Selection 

 I work for an international Management Consulting firm , and in one of our projects for a   company in the Health Care sector , we had the goal to increase customer experience and value   delivered to their clients . The main objective was to boost the retention of clients . 

 One of the first things we set out to do was talking and trying to understand the clients , which   were mostly small and medium enterprises from various sectors . We chose the Journey   mapping method , a combination of the visualization and storytelling tools , to conduct our   interactions with them . We believed it was the best way to make it easy for the clients to   relate to what we were showing , because they would be able to see themselves in the journey   and be more willingly to participate and share their thoughts . 

 The main things we wanted to capture were the moments of the journey in which they were   more satisfied , unsatisfied and what we could do to provide a better experience . 

 Application 

 The idea was to arrange a set of workshops with clients across the country to gather the   insights we wanted using Design Thinking tools . The main driver for the discussion was the   storytelling , which was going to be presented in the form of the Customer Journey Map . We   had to map it before the workshops so we could use the time on refining rather than mapping   it . The template we used had the name of the moment of the journey at the top and for each   moment we had the intention the customer had during this moment , the activities he   performed and points of contact between the clients and the health care company . To validate   our Customer Journey Map we interviewed a few clients beforehand . 

 Since we also wanted the clients to discuss solutions for the problems they were going to   introduce , we prepared some “ Solution Cards ” , visual paper cards describing / showing   solutions based on the problems we thought they would say . More than testing solutions the   goal was to use the cards to foster the creativity of the clients attending the workshops so they   could ideate more solutions . 

 Now let ’s go to the workshops . We invited around 15 clients for each of the workshops and   divided them into tables of 5 - 6 people based on the profile of the companies they   represented . We conducted five workshops . 

 For each table we gave a poster size paper with the journey and told the story we mapped so   they could relate to it and then we asked - “ What are the moments where you are most   satisfied and what are the moments that you are unhappy and why ? ” The participants wrote   their opinion on post it papers and glued them bellow the moment they were referring to .   After we did that for a while we asked them to choose the top 3 satisfying moments and   unsatisfying moments , we wanted to see what really bothered them and what made them   really happy , we called it the moments of truth . 

 After that , we changed to the second dynamic of the workshop where we showed solutions to   the complaints of the clients and asked them to rank it form “ I did n’t like this , it ’s not useful ”   to “ Wow ! This is amazing ” . After we presented all our solutions , we asked the participants   “ Based on your problems and on the solutions we showed you , what is still missing that could   improve your experience with the product ? ” – We asked them to write it down or draw it on   blank solution cards we provided them . 

 Insight & Approach 

 What I have learned after conducting these workshops is that we always have to make the   material as easy as possible for the participants to understand and also to create a very light   environment for them to feel free to share their thoughts . Sharing is the key word in such an   event , if they do not share nothing happens ; you want them to interact and not feel afraid of   saying something that does not make sense . I learned that the first step for these workshops is   to have a good activity in the first minutes to break the ice and create this collaborative   environment . Because it did n’t work well , we changed the icebreaker activity from the first   workshop to the others , and the dynamic completely changed , the results improved a lot . 

 I saw that visualization is very good because people are more willing to look and debate   pictures or illustrations about something you are trying to show rather than reading a lot of   text . Next time I will reduce the amount of text in the Customer Journey even more . For   example , in this workshop , we wrote down the activities clients performed during the journey   and few people really read them . Next time I will illustrate all the activities with icons and   other images , which will better capture their attention and improve the flow of the discussion . 


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 

 I work for an international Management Consulting firm , and in one of our projects for a   company in the Health Care sector , we had the goal to increase customer experience and value   delivered to their clients . The main objective was to boost the retention of clients . 

 One of the first things we set out to do was talking and trying to understand the clients , which   were mostly small and medium enterprises from various sectors . We chose the Journey   mapping method , a combination of the visualization and storytelling tools , to conduct our   interactions with them . We believed it was the best way to make it easy for the clients to   relate to what we were showing , because they would be able to see themselves in the journey   and be more willingly to participate and share their thoughts . 

 The main things we wanted to capture were the moments of the journey in which they were   more satisfied , unsatisfied and what we could do to provide a better experience . 

 Application 

 The idea was to arrange a set of workshops with clients across the country to gather the   insights we wanted using Design Thinking tools . The main driver for the discussion was the   storytelling , which was going to be presented in the form of the Customer Journey Map . We   had to map it before the workshops so we could use the time on refining rather than mapping   it . The template we used had the name of the moment of the journey at the top and for each   moment we had the intention the customer had during this moment , the activities he   performed and points of contact between the clients and the health care company . To validate   our Customer Journey Map we interviewed a few clients beforehand . 

 Since we also wanted the clients to discuss solutions for the problems they were going to   introduce , we prepared some “ Solution Cards ” , visual paper cards describing / showing   solutions based on the problems we thought they would say . More than testing solutions the   goal was to use the cards to foster the creativity of the clients attending the workshops so they   could ideate more solutions . 

 Now let ’s go to the workshops . We invited around 15 clients for each of the workshops and   divided them into tables of 5 - 6 people based on the profile of the companies they   represented . We conducted five workshops . 

 For each table we gave a poster size paper with the journey and told the story we mapped so   they could relate to it and then we asked - “ What are the moments where you are most   satisfied and what are the moments that you are unhappy and why ? ” The participants wrote   their opinion on post it papers and glued them bellow the moment they were referring to .   After we did that for a while we asked them to choose the top 3 satisfying moments and   unsatisfying moments , we wanted to see what really bothered them and what made them   really happy , we called it the moments of truth . 

 After that , we changed to the second dynamic of the workshop where we showed solutions to   the complaints of the clients and asked them to rank it form “ I did n’t like this , it ’s not useful ”   to “ Wow ! This is amazing ” . After we presented all our solutions , we asked the participants   “ Based on your problems and on the solutions we showed you , what is still missing that could   improve your experience with the product ? ” – We asked them to write it down or draw it on   blank solution cards we provided them . 

 Insight & Approach 

 What I have learned after conducting these workshops is that we always have to make the   material as easy as possible for the participants to understand and also to create a very light   environment for them to feel free to share their thoughts . Sharing is the key word in such an   event , if they do not share nothing happens ; you want them to interact and not feel afraid of   saying something that does not make sense . I learned that the first step for these workshops is   to have a good activity in the first minutes to break the ice and create this collaborative   environment . Because it did n’t work well , we changed the icebreaker activity from the first   workshop to the others , and the dynamic completely changed , the results improved a lot . 

 I saw that visualization is very good because people are more willing to look and debate   pictures or illustrations about something you are trying to show rather than reading a lot of   text . Next time I will reduce the amount of text in the Customer Journey even more . For   example , in this workshop , we wrote down the activities clients performed during the journey   and few people really read them . Next time I will illustrate all the activities with icons and   other images , which will better capture their attention and improve the flow of the discussion .
### Output: 