Challenge

I am part of capability development team working with a client for their training and learning  requirements for Fraud risk analysts. The business has a process to identify fraud scenario using  algorithms, artificial and human intelligence. Recently, the number of frauds had increased, and losses  were huge. Several initiatives were taken basis data analysis of past performances, but the results did  not really reflect in performance. Team had to find a new solution to prevent these loses.

Selection and Application

Here, I will be describing how we used Mind mapping combined with visualization. Several steps were  taken earlier to collect data which we used in applying this tool. To understand what is not working and  what can be done, we used all primary and secondary data and conducted a workshop with people from  different teams. We brought them together so that we could see how their individual and collective  perspective might look like and what are those key things we need to work upon. We called them up  together and shared the data with them. The data was in power point presentation which made people  have a look at what’s there. Then they were all given sticky notes (post-it notes) and asked to write their  observation with respect to how things look like to them and if they want to change anything. This they  had to do individually, and they were asked to get back to their original teams. Now teams were asked  to take a clip board and cluster their thought finding common themes. All the teams did that exercise  separately. Then all the teams were asked to come together and do the same exercise collectively. The  idea was to identify patterns and key areas of opportunity. Teams realized that there was a huge need  of collaboration between different functions as it impacted quality of data to be analyzed before a  decision is taken on risk case which eventually resulted in losses. So, this became an essential criterion  to be addressed for any learning solution to be decided.

Insights

The design thinking tools used here enabled different teams to see in front of them how they perceived  the problem in hand and how it looked like from the perspective of other teams. Connections and  patterns which were not initially visible started to appear. Every team thought that it was going a great  job with respect to their own function and their perceived understanding of the quality. But now they  could see the areas of opportunity. Moreover, there was a consensus between teams on the area of  opportunities identified. Mind mapping gave us the key criterion to work on when we start designing  solution to the problem.

Approach

The exercise worked well in this scenario and I think I can apply it in various situations to make sense of  the available data, organize information and to see the bigger picture. Next time I used it, I might want  to put data on the charts itself rather than displaying it on the Screen so that we can go back to the  required page easily and can see them all together.

