Martina Chong

Design thinking.

December 10, 2021.

Setting the Stage

The call center area has always been characterized by having people in the office and by the human  touch that one has in the cubicles, both physically and in words, it is always about maintaining a good  work environment so that all workers feel full and happy in their work. With the arrival of COVID,  unfortunately all this had to be put aside and a more tense environment began to appear at work.

Challenge

With a pandemic in the middle and with the new option of having to send workers home, the company  was a little concerned that it would lose that human touch for which it was so characterized and that its  employees would start to drift away. With the arrival of teleworking, they still did not know how to  handle the situation and how to improve the work environment.

Tool Selection

Story telling: with my experience in this type of jobs that always involves sharing with people and  knowing how important it this for the job experience I was worry about my coworkers, and with all the  stress that this involves and being at home 24/7 I I knew it was gonna be a difficult time, so I decided to  create meetings during job time but this kind of meetings were just to talk and share a little with  everybody.

Visualization

We decided to create a Google activity that involves all the coworkers to organize thoughts and ideas so  we can get straight to discussion at our next scheduled meeting and deliberate and consider each  person's ideas.

The questions on the form are:

1. Describe what is your perfect work environment

2. What do you think the company need to improve

3. Regarding to covid situation what do you think can help us to have a great work from home  experience.

4. What advice would you give a peer facing this same issue?

5. If you could design a training or suggest an upgrade what would that be?

Application

So, I was very conscience about the situation, about how this pandemic affects our life and about how  stressful I was for all of us and I realize how much this change our life and how can this affect our  development at work. So, I decided to take half an hour per day to spend some time with people during  videocalls in zoom and making some games so we all can be more relax and enjoy our work. I take  advantage of the technology and create a good virtual environment for the company so the people  would still enjoy working with us.

At the beginning everything was very confused by people and they didn't know how to react or how to  interact with everybody, but while the weeks all the companions were passing by, they were loosening  up more and the meetings were being more enjoyable, we had to figure out how to be able to continue  to have a healthy work environment and even so we were from home to feel like we were all still  together despite the circumstances, we always tried to have a topic of conversation and for this we  turned to tools such as WhatsApp, Jam board, Zoom, Google, to share some ideas about topics we could  develop during the meeting, even Canva was a widely used tool to express ourselves in a more creative  way.

As the teams were developing, we were also developing a new working environment from the comfort  of our houses and we were creating a new environment and which we liked because we still maintained  this environment to work pleasant and human but all in their own comfort, even up to Coffee, tea and  food, we suggested that they have the employees by their side and this in order to create a unique  atmosphere.

Seeing the employees smile again, joke around and feel comfortable is what fills us as a company,  because for us the worker has always been more important, since we are aware that if the worker is  happy, he does his job well and so we are all happy. winning and in these difficult times with such a  radical change of life because for us it was very important to recreate a good online environment and  maintain the good work environment that characterized us so much.

Insight

It was difficult for me to jump right into solve the issue mode. But what the team has brought to the  table is richer than any idea I would have produced on my own, they work in teams and bring great  ideas to help solving the issue.

Approach

We still in the what is phase, because this still knew for all of us, every day we have to innovate so this  doesn’t turn to be boring and common. Every day we are thinking about what can we do, what new  ideas do we have for the people and how we can continue bringing a good service for our customers, so  every day we are thinking on innovation ideas and deseing new activities for our people, this also bring  great experiences for all of us and bring a great experience for me because it helps me to perform that  we can make more than what we think we are capable of and it is a great opportunity to expand our  minds and perform and recognize how smart and creative we all are.

