Marc

Reflection - Mind Mapping

Challenge As a part of innovation & digital business unit, we tried to enhance the services catalog offered to our VIP customers. The main goal was to create or update existing services to get more added value for this category of customers. Currently, on our payment system, the only difference between VIP and others customers is high limits on credit cards. We used the Design Thinking approach to deal with this challenge because it is a method based on co-creation and allows all the concerned customers, marketing teams, branch teams, technical teams to participate and be part of the definition and solving this problem.

Selection Mind mapping is a great tool to identify and organize information around this problem and it will help our team to shows relationships between all pain points. MindMup is one of mind mapping tool that helps collate a range the user’s pain points or unmet needs.

Application As first action, we planned a workshop with stakeholders: two VIP customers, head of marketing, head of product and service, commercial teams, developer team lead and architect. The main objective of this workshop was to collect and list all the pain points. To get a good result, we gave 5 post-it notes to each participant and asked them to write the most important pain point on each post-it according to their vision. Then we pasted these post-it notes on a board and we asked each participant to choose and mark 3 pain points from the whole list by indicate a star. The number of stars indicate the priority and the importance of the pain point. The next step was to classify the pain points according there category and indicated priority. Now, we are able to design a mind mapping diagram exposing the pain points. Through this diagram, it was simpler to identify appropriate solutions for the each pain point starting with the highest priority.

Insight Mind mapping is a powerful tool to get all the most important ideas and visualize them simply and bright them easy to remember. Applying this tool simplified team working on our subject, ideas was generated easily and the mind mapping diagram structure encouraged team to think efficiently.

Approach Mind mapping can give interesting results for ideas organizing and inciting stakeholders to share their comprehension and get solutions for issues and problems. Next time, it will be more efficient if we integrated a prototyping approach witch can improve results and let us know what will work without spending effort.

