Prepared By Ofelia

CHALLENGE & SELECTION

One of the most important tool and the relevant tool I learnt is  the visualization tool (i.e. the visual thinking) to manage my  stakeholders to understand the extend and depth of the pain  points we are trying to eliminate in our project. The use of diagrams like SIPOC diagram, ishikawa diagram and other sketches to display customers pain points during the onboarding  process which was manually done before we started the project.

Visualization is really important for the process of design  thinking because its actually a way of unblocking a different part  of our brain. It allows us to think in a non – verbal way and  access parts of the brain, our creativity. Most design thinkers call  visualization as “mother of all design tools”, because they are  used in every stage of the design thinking process.  Visualization  is equal part listening, thinking and drawing. Listening is the  input, thinking is the processing and drawing is the output. These  three skills work together equally in understanding complexity,  visualization outcomes to create new possibilities

APPLICATION

I start the process by creating a spaghetti mapping of our  customer onboarding process via in-branch and also linked all the  pain point using the ishikawa diagram and a pictorial description  of the stress level of different categories of the customer during  the onboarding process. The previous process was fraught with  high turn around time, decreased customer satisfaction.

The team was grouped into different group to visualize the  different customer segmentation and come up with ways of  increasing the customer satisfaction rate whilst increasing  revenue and customer acquisition. They use of the visualization tool helped to answer they 5 whys  questions used in the agile methodology and the outcome was  the build and use of an online onboarding process and also the  removal of pain points which are not relevant steps and the  reduction of the 14-steps process flow to  6-steps processes. This  input really impacted positively in the organization leading to  increase in customer acquisition of about 30%

BAD

INSIGHT AND APPROACH

What I learnt from using this tool as a solution package to  resolve customers complaint issues around the  onboarding process –is that visualization takes us beyond  just words or language alone. The beauty of using  visualization is that we can ta into a single picture. The  more you begin to use picture, the more you begin to  diagram while you talk and create a visual image for  people of how you are thinking. The team was able to  easily connect to the diagrams and visual displays and  easily wore the shoe of both the customer and an  innovative thinker to help resolve and optimize the  onboarding process.

Prepared By Ofelia

