Example Reflection – Visualization

Challenge

My name is Sunny, I am a civil engineering student and the challenge I was presented with  was given in the intrapreneurship course I was taking at the university which was about  how to inspire CORE@HTU's clients to use technological tools to optimize time in  transactions. In a group of 6 people we had to identify what were the key reasons why the  client did not access the digital platforms. The team focused on finding the main reasons  why the client did not use the digital platforms, and instead preferred to go to the  establishments in person. The deadline for the development of the pilot project was two  months and the solution had to present something innovative.

Selection and Application

The team focused on using the visualization tool as well as secondary tools such as the  customer journey or the empathy map. The main tool of visualization allowed us to the  main reason from the application of the 4 key questions: What is?, What if?, What wow?  and What work?  As it is mentioned in the first weeks of the course, it is from this tool  that the group can acquire a great number of perspectives since being 6 people,  considering that we were from different careers we could get the most out of the tool.

We also conducted research by acquiring first-hand information from customer  interviews, asking them basically what were the reasons why they did not perform  transactions using digital applications, and in the What is? stage, we were surprised that  one of the main reasons was that they felt insecure and untrained in the use of mobile  applications.

Insight and Approach

With all the information gathered from the first stages of the visualization tool, the team  was able to take advantage of auxiliary tools in order to complement the ideas. In the what  wow stage, we decided to create a different application, starting with the creation of a bot  that not only answered questions, but there was also the option for them to ask the bot to  help them throughout the process until they found what they needed. They told us about  the problem of insecurity, and from there we sought to implement the institution's  constant brand in the prototype, since we realized that it played a very important role in  making the transaction, since when the client saw that it was the institution to which the  transaction was being made, they did so with greater peace of mind.

Finally, we were able to learn that the solutions to our problems are not always in front  of our eyes but that we have to see a little further than that, we have to dig deep and see  the root of the problem, in that way and with the help of various tools we can look for the  main causes of our problems.

