Example Reflection – Visualization

Challenge & Selection  I work in medical company, in a pharmacy, and we received some negative feedback from  many customers. That was reflected as low NPS (Net promotor score). NPS is a customer  loyalty and satisfaction measurement taken from asking customers how likely they are to  recommend your product or service to others on a scale of 0-10. So, I used visual thinking  tool to understand the problems our customer face to enhance their experience.     Application    I used visualization tool to gain insight about customers challenges and need. Me and my  team started by collecting feedback. We ask 30 customers to write, in sticky note, answers  to 2 questions: what they do not like and how to improve our services. After that, the  response was categorized and stick in large white board to find a pattern in their responses.   We found 2 main domains in customer responses, and we name them personal interactions  and environmental issues.  For example, in personal interactions, in one of the feedbacks a  customer wrote that the pharmacist was speaking so fast that make him upset as he did not  understand the instructions well. In Leading people and teams course, Dr.Maxim sytch said  that when speaking more than 220 word per min audience become less comprehensive. In  environmental issues, a customer said that he struggles parking his car because parking area  was small.     Insight & Approach  This approach helps my team to understand customers view on how excellent service look  like. Also, these feedbacks are helpful to improve personal and environmental experiences  of our customers. This approach could enhance by collecting more feedback using e-mails or  by customer care center.

