1. Challenge: Describe your challenge, including all relevant information.

The challenge is the lack of engagement from Citizens to use public infrastructure (parks, museums,

local stores) and discontent of using public services (Social security, Public Hospitals, E-Gov in general).  The problem relies on the poor customer experience in the public sector and finding ways to reward the  "best" citizens.

2. Selection: In your own words, briefly describe the tool you selected (e.g., what it is and why

you selected it for your challenge -- including any appropriate video lecture references).

The tool I've used was the Mind Map. For me, these tool is the one that fits the most for the

challenge I've in hand, because I need to see with a perspective of a citizen of a Society. It makes sense  to analyse information from all of them.

3. Application: Describe how you applied the tool you selected to your challenge (e.g., what you

did and how the tool was applied effectively or ineffectively).

The first step was to ideate through a mind map with a more creative approach, understanding what

are the concepts are most relevant to this application and who are the main stakeholders. After that,  I've collected public datasets regarding public services utilization and CSAT scores for those services in  order to get a better insight in which areas could be more beneficial to tackle.

4. Insight: Describe the insight you gained from applying the tool you selected to your challenge

(e.g., how an insight affected your thinking about the challenge and about design thinking  more broadly).

By applying this tool I could go to areas I wasn't even thinking, such as including social scores

(gamification concepts) per citizen using various types of information (e.g. Social Networks, Geo- location, Bank Account Statements, Tax and Healthcare data). Using this type of data, the Citizen would  unlock features that would allow them to reduce taxes depending on the scores (if you pay taxes,  utilities landlord on time, if you go to public events, art and cultural exhibitions etc…), get free tickets for  shows, discounts on local shops etc..

5. Approach: Describe what you might do differently next time -- applying the same tool you

selected or a different one -- and the reason(s) why.

I would definitely research more on the vision and roadmap of the most important stakeholder - the

Government. Because I had a lack of visibility on what they were doing to enhance their IT-Business  Integration, and because it's key to get their buy-in, it should have been the second priority, after the  customer.

Additionally, the napkin pitch is usually something we do unofficial, but sometimes we forgot to

apply the complete framework and to keep them in an organized way to make sure we are covering a lot  of topics, with different perspectives in time.

