Storytelling - Final Exercise

1. Challenge:

Given the current situation in the world with the Coronavirus pandemic, service companies have  redesigned their processes to ensure that customers do not have to travel from their homes to  branches, my organization has faced that challenge too, since their customers They are people from  the age of 18 onwards and in another segment they serve small or large companies that require  different services from us, one of them, which constitutes the challenge of this work is to guarantee  that retirees, that is, the most vulnerable people before the disease, they have access to the money  of their allowance in a virtual way to make payments, transfers or recharges avoiding them to be  exposed when making payments or consignments in person at the branches.     2. Selection:  In my work, I usually do more than 4 meetings a day with people from different areas who participate  in the different processes of the organization, so it is important to speak the language of each of them  to understand what they need and which implies introducing changes in the applications and  processes of the organization, which is why storytelling has become a powerful tool to express the  need of a client to people who speak different languages and to get all parties to agree on the solution  to be implemented and the impact of this in the different work teams.     3. Application:  At the time the government decreed the national emergency due to the pandemic, the organization  defined a work front to develop solutions for rapid implementation in aspects aligned with social  distancing and protection measures for older people, this group of people had knowledge in the  different products or processes of the bank but they did not know the main needs of this group of  vulnerable people to whom we had to design a quick and effective solution.     The first thing we did was to tell all the participants in the session each of the tasks that a retirees  does to claim his allowance in an office, hours, branches, services, service hours, etc., emphasizing  the inconveniences or difficulties facing under this public health emergency issue, later we asked  them to indicate the impacts from each front to migrate the tasks to the digital process, however in  the discussions people began to tell their experiences about the processes in the digital channel or  about the relationship of their parents or grandparents with the technology, which opened a new  space in the work table to design a solution.     The stories of the group showed us several things among the most important we emphasize:  - The systems engineer's grandmother does not use a high-tech cell phone because she doesn't see  very well at the moment.  - The test analyst's father after his retirement moved to a town near the city where the internet signal  is not good.  - The COO's wife likes to go to the office monthly to remove the allowance because she takes  advantage of the time and meets her friends to go to lunch.  - The mother of the owner of the product lives alone and although she has internet and smartphone  at home, the digital processes are not very well known to her and she is afraid that her information  or money will be stolen.

- The requirements analyst's father is working as an independent and although he is over 70 years  old, he has no pension.     After compiling all this information, it was decided to put a name and a face on each sub-segment of  older people to search for the digitalization solutions of the services, including telephone calls from  an advisor, text messages or digital applications with facial recognition that meets the needs of each  one. In this way, the advisors could provide more truthful information to each client who  communicates and requests a service. It was also decided to expand the segment attention group to  include fund and pension companies in order to improve agreements with these entities in order to  help the client.     4. Knowledge:  We all have retired relatives or friends who are experiencing a difficult situation due to quarantine,  we identify that there is a group of elderly people who do not represent the target group,  corresponds to the people who live without a pension and are third age. Those who are looking for  temporary jobs to live day to day or have their independent businesses proposed. These people will  not request an account for the deposit of their pension, but they may require to request a loan with  the restriction of doing the virtual process, which changed the focus of the search to improve a  product to improve a process for an entire segment including by offering solutions for both savings  accounts and small loans to high risk people.     5. Focus:  I think the exercise showed us that the story telling tool can be reinforced with another tool such as  the mind map that could help keep track of the definitions that the table made when evaluating the  proposal, "What Is?". On some occasions, the information provided by a process in the narrative of a  fact may be misinterpreted in the application of the changes, generating solutions to issues other  than the initial need in the “What if” process.     On the other hand, identify that it might have been better to do the exercise by related groups initially  and then sessions with the whole group, so that each group would have refined the need, avoiding  ramblings and details that blurred the initial problem.

