1. Challenge:

I’m a part of the Sales Enablement team at a reputed organization. The role involves  onboarding new individuals, training them on the product and the process as well as  upskilling existing workforce from time to time. My job also involves solving any problems  they face and ensuring sales effectiveness. Some time ago, we faced a major challenge  which was the lack of a streamlined process to ensure communication between the Sales  Operations team and the Sales team. From time to time the sales reps have questions  around data points such as quota, accounts, numbers etc which are communicated in  person or via email and hence most remain unanswered or unattended. This led to acute  demotivation in the team and a sense of dissatisfaction because of lack of support being  provided to them to do their job effectively.

2. Selection:

In the What Is stage, we started with assessing the behavior, needs, wants and expectations of  our audience ( both the sales reps and the sales operations team members) to understand the  current situation from all aspects. The more we studied the subjects and talked to them, the  more we realized the absence of a Solution to bridge the communication gap. Hence we  employed VISUALIZATION as a design tool to consider different possibilities to find the solution.  In this course we learnt that, Visualization isn't really about drawing, It's actually about visual  thinking, and we all do it. Visualization is anything from the things we write on a chalkboard or a  whiteboard. To the images that we create in a PowerPoint presentation, to photography,  video.  It's basically anything that takes us beyond just using words or language alone.     This resonates with me because VISUALIZATION is employed in our business on frequent basis  to help deal with uncertain business problems.

3. Application:

In order to apply the tool, we divided the entire team into several groups and conducted multiple  brainstorming sessions. In these sessions, each of the individual was asked to share their insight  on the situation and a solution from their perspective on a white board. They could draw or write  bullet points which ever was convenient for them as long as their creative minds were open.  Different individuals made several drawings of a solution concept from their view point and  some even backed it up with examples such as success stories in other organizations witnessed  by them.

4. Insight:

Once everyone shared their insights, the leadership met to look at the findings. It was discovered  that most people felt the Use of Technology could bridge the gap.  The concepts they shared  were literally coming out of their imagination. They were picturing solutions in their heads and

by drawing them on the board, making it possible for everyone to visualize the same and be on  the same page as them. It was realized eventually that a Technical Form or a Case Management  solution could be of some help where every step is being recorded. This would have ensured  better co-ordination, less TAT in responding to the sales rep queries and a more automated  process making lives easier for everyone.  We knew what was needed and so we started creating  different prototypes using different kinds of tools and CRMs existing in the system which were  tested in batches and that led us to develop a Case Management Portal after successful trials. We  even tested the success based on criterias established again by the learners themselves and the  tool proved to be a success.  .

5. Approach:

VISUALIZATION is a multifaceted and versatile tool which can be clubbed with many other  techniques. In the future, I would also employ Personas to understand my audience more and  help accordingly. Categorizing the audience type will help us to develop custom solutions better  suited to each profile and this will ensure employee satisfaction throughout the team.

