Challenge: Describe your challenge, including all relevant information. I am a member of a Customer Journey team in Digital transformation department. Our challenge is  to improve customer journeys and processes by analysing the actual reality  with a data driven  approach and doing benchmark on customer experiences from our competitors. We work in project  teams and our outputs are concept and design for new product or services, we realize theese output  working with different stakeholders (from both Business and IT departiment), trying to understand  all the different point of view and facilitating a collaborative job.

Selection: In your own words, briefly describe the tool you selected (e.g., what it is and why  you selected it for your challenge -- including any appropriate video lecture references).

Our team usually produce a long list of  textual requirement used to describe how will act a new  product or service, but we decided to experiemnt something different and we selected a  visualization tool in order to construct a common view among all the stakeholder of a new customer  interface. We used Mockflow wireframe pro tool to create useful wireframe, you can find it here:  https://mockflow.com/apps/wireframepro/

Application: Describe how you applied the tool you selected to your challenge (e.g., what you  did and how the tool was applied effectively or ineffectively). We wrote about 70 requirements describing a new complex customer experience to create a  personal login user to access our internet portal. This requirement were the output of a lot of  interview and brainstorming with all the stakeholder from Business, security e legal departement,  We thought that all the people involved had a clear vision of the new experince. When we explained  the requirements to the IT departement we noticed some difficulty, they couldn't catch the right  experince and we had to affort a lot of misunderstanding and we risked to implement a bad solution. We decided to represent our requirements in another form: we did a visual representation of all the  web form a user had to interact with in order to create his login user for every type of customer and  every process involved, we did this with the wireframe tool.

Insight: Describe the insight you gained from applying the tool you selected to your challenge  (e.g., how an insight affected your thinking about the challenge and about design thinking  more broadly). By using wireframe (mock-up) we created a very common view, it has been easier to explain what  we wanted to do and the IT deparment really understood the goal to achieve and proposed some  meaningful solution. We showed our visual representation alto to the business stakeholder and we discovered some gap  between what they wanted and what was the experience we designed, so, thanks to the visualization  tool, we could adjust some experience.

Approach: Describe what you might do differently next time -- applying the same tool you  selected or a different one -- and the reason(s) why. Next time we will design a visual representation every time we finish a brainstorming, we want to  be sure that people involved has a clear view of the output and we can explain our requirement in a  more efficient way

