Reflection – Learning launch    1. Challenge  As I work with government agency I meet lots of people with their problems with bureaucracy  and how to solve it. Most of them are struggling with basic thing as a simple information what  document to fulfill and where they have to go after that. Above that, they want to know is that  enough or they need one more paper above all gathered.  Their opinion is government clerks have basic knowledge but they cannot solve their problems,  even give them added value measured in process steps they have to do to fulfill requirements  of government bureaucracy.  Result of that lack of knowledge is wasting time, money and at last nerves of all customers on  daily basis no matter what institution we speak about. They produce distorted picture on  whole government structure with no hesitation to say negative comment loud.    2. Selection  Tool such as learning launch is very important to me in this wide group with focus to solve one  by one problem with high efficiency and in short period of time.  I have an idea, based upon client interviews and research that can push forward the whole  focus group, meet their needs and provide added value they have never had. Speaking with  them I try to put myself into their shoes and see what the main groups of their problems are.  They were open minded and honest to me as we speak about their needs and problems they  encountered. It turned out that they only want to have a true, up to date, full and  understandable information available at any time as a priority.    3. Application  To collect data needed, I use simple questioner with a huge number of people regarding their  age, geographical location, education level, last visit and last service they had to do within  government institution, what was their source of information, do they use Internet and how  often, what is the main device they use to connect on Internet and how they have found  information the needed and was that information true and enough to solve their problem.  Also, there is need to find current relevant information and compare them to their answers  due to institution they mentioned and information that can be collected via Internet or with  other ways of communication.    4. Insight  Tremendously a lot of respondents said that their source of information was their friends,  neighbors and relatives. Second most common source of information is visiting institution that  can solve problem they have and on third place was Internet as an information source.  The amazing fact is that majority of them have Internet access but they do not use it or they  do not know where to search the information they need.    As I am facing a huge population group I have to choose one test product that can resolve at  least 80% of group population. Proposal is to make one stop hot spot which can give all  information that fulfills customer needs and give the opportunity to interact with their

technology they use. Further development could involve mobile app’s and info center but this  is the key product that can be developed and tested fast with low cost and risk included.    5. Approach  As an alternative to this approach I find mind mapping tool as a great tool that can provide  continuously development of an idea and give more detailed insight in each customer needs.  In next step I found this tool as an advance is more personal approach within groups and with  more analytic approach that can lead their focus on other problems and solutions they can  produce in a group.

