Visualization Reflection     Challenge     I work for a large bank in our technology department and support the sales business function .   In a discussion 

 with our Chief Operating Officer I learned that our sales staff and customers were having a poor experience with the   completion of a document required by our regulators .   A very simple document was proving to be confusing for our   customers and frustrating our sales staff due to multiple send / resends in order for it to be completed .       Selection 

 A cross - functional team was formed and most members were not familiar with design thinking .   I chose to use 

 visualization so we could fully understand the current state and create a future service blueprint .   The blueprint as an   operational tool would show the orchestration of our customers and sales staff , processes and technology and keep us   focused on the customer experience while showing how our operations would deliver that experience .     Application     We started with the creation of a current service blueprint along with personas for our two customer types .   The 

 personas helped to document their goals , motivations , frustrations and fears which we referred to as we created the   current service blueprint .       We then established the journey ’s beginning and end points , and defined what our customers do , think and feel 

 while interacting with our bank and the completion of the required document .   With that completed we then focused   on : 

    How the customer interacts with our bank ( what channel are they using ) 

    What does the customer see 

    What occurs behind the scenes that the customer does not see 

    What applications / systems are we utilizing 

    How much time elapses between each step in the process 

 Insight     The result of this exercise was a much clearer understanding of our own processes and how they were causing 

 unnecessary effort for our customers ( existing and new ) simply to complete a document .   The future service blueprint   outlined specific technologies our bank will introduce in order to fully digitize the customer experience .   The end result   will be a simple invitation sent via email to our customers with an embedded web link to a customer portal where they   can enter the required information by following section - level prompts , save for later , review and submit .   We also will   add an esignature ceremony so completed documents can be executed electronically . 

 Approach 

 Visualization was a great tool for keeping the team focused which meant we had more productive sessions and 

 arrived at a desired future state more easily .   By developing customer personas first , we had the right information up   front which made the service blueprint much easier to build .   More importantly we ended with a much better customer   experience .   The next time I am asked to solve a business problem , I ’ll look at what documents exist before leveraging   visualization .   If current state process documentation exists which includes the customer experience , a different tool   such as mind mapping might be more appropriate . 


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: Visualization Reflection     Challenge     I work for a large bank in our technology department and support the sales business function .   In a discussion 

 with our Chief Operating Officer I learned that our sales staff and customers were having a poor experience with the   completion of a document required by our regulators .   A very simple document was proving to be confusing for our   customers and frustrating our sales staff due to multiple send / resends in order for it to be completed .       Selection 

 A cross - functional team was formed and most members were not familiar with design thinking .   I chose to use 

 visualization so we could fully understand the current state and create a future service blueprint .   The blueprint as an   operational tool would show the orchestration of our customers and sales staff , processes and technology and keep us   focused on the customer experience while showing how our operations would deliver that experience .     Application     We started with the creation of a current service blueprint along with personas for our two customer types .   The 

 personas helped to document their goals , motivations , frustrations and fears which we referred to as we created the   current service blueprint .       We then established the journey ’s beginning and end points , and defined what our customers do , think and feel 

 while interacting with our bank and the completion of the required document .   With that completed we then focused   on : 

    How the customer interacts with our bank ( what channel are they using ) 

    What does the customer see 

    What occurs behind the scenes that the customer does not see 

    What applications / systems are we utilizing 

    How much time elapses between each step in the process 

 Insight     The result of this exercise was a much clearer understanding of our own processes and how they were causing 

 unnecessary effort for our customers ( existing and new ) simply to complete a document .   The future service blueprint   outlined specific technologies our bank will introduce in order to fully digitize the customer experience .   The end result   will be a simple invitation sent via email to our customers with an embedded web link to a customer portal where they   can enter the required information by following section - level prompts , save for later , review and submit .   We also will   add an esignature ceremony so completed documents can be executed electronically . 

 Approach 

 Visualization was a great tool for keeping the team focused which meant we had more productive sessions and 

 arrived at a desired future state more easily .   By developing customer personas first , we had the right information up   front which made the service blueprint much easier to build .   More importantly we ended with a much better customer   experience .   The next time I am asked to solve a business problem , I ’ll look at what documents exist before leveraging   visualization .   If current state process documentation exists which includes the customer experience , a different tool   such as mind mapping might be more appropriate .
### Output: 