Example:  Mind Mapping    Challenge   I am a strategic partner of my organization’s commercial team and my/our  challenge is to improve the client satisfaction scores within the department in  order to increase revenues and to increase the foot print through increasing the  Net promoter scores in the client satisfaction survey.     The project scope includes the internal commercial teams composed of twenty  tem leaders, as well as the leadership team and regional account team with  whom we work closely.     The project is limited to internal employees and should not exceed 30 business  days and the solution should include an ideas to improve the client satisfaction  scores. We will focus on trying to uncover what our team members, as well as key  stakeholders consider to be ineffective or problematic with regard to the client  satisfaction.     Selection   Our team has already gone through several design thinking activities/tools, so we  are ready to try the mind mapping tool. Broadly speaking, the mind mapping is an  experiment meant to get the intense ideas from the experienced team.     Application   For our first mind mapping, we focused on the regular and legacy activities which  are delivered for same clients from more than 3 years. We explained the teams  that Mind mapping is simply a diagram used to visually represent or outline  information.     It is a powerful graphic technique you they use to translate what's in  the mind into a visual picture. Since mind mapping works like the brain does it  allows you to organize and understand information faster and better.     The starting point of this exercise was the central idea “Improving the client  satisfaction scores” It helped the teams to focus on the links and relationships  between ideas so you don't just have disconnected facts.

As part of this exercise we came up with many ideas and 5 major ideas were  picked up to be discussed with the senior management and account management  team for implementation.    Additionally, the leadership and account management team were also asked to  do the mind mapping, which included the same approach for the challenge  towards improving the client satisfaction scores.       Insight   By applying the mind mapping tool, our team identified major roadblocks and  ideas to overcome them to increase the client satisfaction scores.     Additionally, we also identified some of the loop holes in our own process  towards focus on quality, adherence to timelines, associate capability issues  which were impacting the client satisfaction scores.     The account management team realized that there was a need of more  roadshows and inputs to the larger organization to make them know that such a  team and capability exists which will help increase the foot print and net  promoter scores     Approach   Given that the teams were working more in a project or Agile ways of working  depending on the project and client requirements, mind mapping gave a  complete new perspective to identify the solutions which are realistic in approach  and implementable in the near future and the impact will be felt by the stake  holders.

