EXAMPLE REFLECTION – STORYTELLING

Challenge  I am a member of an organization’s online marketing department and my challenge every day is to  make great ideas for content in all social media. We spend marketing budgets in according  campaigns to increase sales in the online channel (Fb, Instagram, web page). Today, we are eight  people composed the online marketing department.  Every day we must update social networks to  reach our target audience, and daily we create goals to minimize risks and maximize effectiveness.    Selection  Our team has decided to use all the tools of design thinking, but to start, we believe it is important  to carry out a customer journey map.    Application  Initially, we will analyze the internal consumer and our daily tasks at the time of doing our work.  Every day, marketing’s online department employees will be surveyed to find out how they feel  about their daily tasks, if they really feel good and if they are meeting their goals.  All this will help us to verify if the staff is satisfied and if there are activities that they cannot carry  out and that need support, to provide it to each one and train them.  We want all our team understand each other's tasks, to be more effective.

Insight: When applying the customer journey map technique, we realized most of the people who  made up the team, had certain gaps in activities and tasks that they carried out, for which, the  time was not invested in carrying it out but in training to carry it out. This alerted us and we  wanted to help them and do dynamic and team trainings, so that everyone could participate.

Approach

Given that our team has already gone through several design thinking activities/tools and are at  this stage in the timeline, customer journey map is the appropriate tool. Our team wants to  manage their internal activities first so that we can offer the best in the networks.

