Hoa Wong

MIND MAP TOOL

Challenge & Selection

Mind map tool is the value tool to close the gaps on the capabilities by supporting me to  success daily job activities.  As customer service provider, I always expect to understand  the customer’s needs as well as how to accommodate them. Frequently, we set the meeting  with the key objectives that we look for insight of our services – what are bad and problem,  and consider the solutions and how to solve those. The first group members of those  meeting were our customers included different sources of existing customers and potential  customers, we hope bringing the better life – better products to them. The product  development team also joined as the solution and design the products.  And the In fact,  with contrast positions, there are different views and each member tried to put the personal  views to protect their argument rather than getting the general one. With the high  demanding, the customers always expect the better service than can provide or afford. And  the product developers always face with their products are best and the challenging of  “running out of creative”. The members can provide us a lot of data, however it made us  stuck during the disorderly situations, it could not become the valuable information as we  expected. We can use the Mind mapping tool for those discussions, instead of “my views”  or different positions, which can result of closing mind or fighting, Mind Mapping opens  up possibilities and calms us by focus “our products” that support us to find answers more  easily. Mind mapping is looking for patterns and insights in a large quantity of data  collected during exploration of discussion to understand the current reality.

Application

Yesterday, I led the workshop with my colleagues of “dream holiday” that invited 50  customers and 10 colleagues. On the first 2 hours morning section, we started the  discussion focusing to the “customer expectations”.  The selected customers also were  invited together with our staffs. We grouped the members into several groups to discuss  same question “what are holiday that you expected?  and provided each group with a  clipboard, a bold marker, and a bunch of medium-sized sticky notes. All the member joined  the discussion actively, they could take walk around and they felt free to discuss and raised  their own ideas, and took note into the sticky. Each group, all members reviewed and shared  with their group member’s to encourage widen their view and promote creative thinking.  After spent sometimes to take break, it moved to the sharing section that they shared their  theme and all members add the sticky note related that theme. All the sticky notes were  added to the board, there 7 theme labels were found: locations, duration, accommodation,  travels, information, seller/sale channels, product features... with the full view of  expectations. The 1 hours later, the discussion on the advantage or disadvantage of each

chosen items and ranking the priority by orders.  The afternoon section included internal  staff only, we kept continueing discussion that turns the observations into insights of the  gaps between the existing products and services performances compared with the  expectations. The eexploring a problem and  for generating new ideas  and move to think  about so what as well as the new design should be? An insight statement is more than just  a word.     Insight & Approach    For discussion from 70 members of section 1, the team collected 163 expectation notes for  7 themes with the insight information of users /customers. Those information shows the  full picture of expectations that the attendees can realize and imagine base on their  experience, understanding as well as insign of their thought and dream. The across  discussion also helps us to identify what we don’t know. The disscuss also was shared  openly, widelly view when exploring a problem. Almost the bariers and challenges of  problem disscussion seem to be broken down. When observating the happy sharings, that  the real data and most valuable information we expect to collect in oder to create the best  products to our customers. The information after the section are structurally and clearly for  next steps.

Under my personal view, this tool is the great tool to design thinking that promoting new  ideas and having the broadly  and deeply view of design. This course provided me the skills  to be a designer of innovation, that I will practice and apply the tools and knowdleges into  my daily work activities to improve my skills. Nextweek, I am planing to lead the meeting  to redesign the new product for season 2003, that I expect to apply the tool of visualization  of series of design steps. I am business background that the design tools made me excited  to learn

