Challenge & Selection

The first tool I used was the visualization tool to solve the problem of poor banking support  process between internal customers, external suppliers and employees within the Bank who  participate in this process. Using visualization helped me in non-verbal communication of  participants in the process and solving the problem of different understandings of certain  situations in this process. Main problem was that internal stakeholders (banks employees)  communicates only with other stakeholders in banking support division, and then they engaged  supplier for solving problem, for example purchasing office materials. There was a lot of reworks  in process to define a problem, offer solution and do it.   The use of visualization in this case should help in designing and developing a process that will  ensure the satisfaction of all participants.  I have used the technique of using a straw man visualization of a problem domain with a set of  questions or prompts for discussion to allow all diverse stakeholders to understand full process  of banking support in daily business operations.    Application    For creating the application, I started by creating straw graphics domain problems. I set out to  research all the existing materials, operational procedural and reporting. Also, I reviewed all the  ticket requests that were exchanged from the various participants in the process.  In the initial phase of visualization of the future process, I had the idea that each participant in  the process (employee in the Bank's branch, employee in the business support sector, supplier)  has its customer, whether he is internal or external. From the left side of the column, I identified  a partner in the organization and a partner outside the organization, in order to create a value, I  used the Adonis application to draw the graphics process.     First, I drew the process as is and wrote on the stickers all the problems that I recognized myself,  and then I drew it to be a high-level process chain.  I have involved the participants in the process design and divided them into groups. Each of the  groups received a poster with already created straw man graphics so that they can directly write  their comments and stick tickets.  All participants in the process had to answer the questions: 1) which data in the ticket requests  are missing, 2) What communication problems are identified 3) which parts of the process can b  Each participant in the process had 30 minutes to enter their comments and answer the  questions, after which we saved all the comments. After this session I drew a “to be” process,  which included the following changes: the entry of a ticket request from the branch must include  a detailed description of the problem, in order to reduce rework, e.g. the list of possible problems  that could be searched in the menu can be predefined. After that, the business support employee  addresses the exact problem to the supplier. When solving the problem, the supplier can  eliminate it in the first step, which speeds up the process by 30%.

Insight and approach    From this example, that I had in practice, I learned that graphic visualization is extremely  important for understanding different problems and situations.  Mapping as a process with all its advantages and disadvantages is the starting point for designing  a new process.  The graphic presentation in the group of participants in the process is suitable for opening  constructive discussions.  Participants in the process with the help of graphic visualization can recognize their place in the  process and give a very clear overview. Also, in this way I can recognize my problems, but also  problems in communication with other participants.  Working together on the process and learning together helped us a lot, because we have very  good results of the new process. In future work, I will use this example for design thinking and  reference for other same or similar processes.

