VISUALIZATION

Challenge and Selection

The tool I selected is visualization since my job involves explaining concepts to

customers .Customers were not understanding and retaining information as much as it was  needed .A visit to a customer to verbally present the business idea was proving challenging since  most customers would forget in a day or two what we had  explained .We decided to come up  with a way of explaining to customers and aimed to capture their attention for a short time and  ensure they retain information to make the process of call back for feedback easier .Initially  when we called customers and introduced ourselves and the company they could not recall  leading to have to do the presentation all over again which was time consuming .

Visualization is representation of information using mental images and pictures .It would

be good tool to use since it gives the customer a clear visual image .The customer can easily  understand the data and create an image which is more likely easy to remember .The customer  can also processes large amounts of data in a simply and fast way .Customers are also engaged  and can in turn ask questions back to ensure customer satisfaction and high interest in the  product.

Application

We as team decided to do illustrations to customers as we jot down on a note book they

can see from where they are standing .We noted as soon as we started jotting down on the note  books the customer would immediately look at what we are writing .We were also able to see  instances where the customer had questions or are still on course and paying attention .Such  instances can be a sign on when to stop and let the customer ask the question or carry on with the  presentation .We also decided to supplementing it with pamphlets with different features of the  product .This was handed to the customer after the presentation to look through it during their  free time .It was noted customers were engaging us with questions unlike before .The call back  process would also take a shorter period since they would remember the company’s name .

The team was also provided with PowerPoints presentations that was to be mailed to

customers .They were brief presentations with pictures on how to use the product step by step  .They gave brief explanations on the different features and advantages of the product .For  customers with limited time we would encourage them to share their email to mail the  presentations to them and later engage them through their emails .Customers would go through  the presentation and mail any questions which we would easily respond to them.

Insight and Approach

This tool was very useful and solved our initial communication problem .The customers

being of a different level of education as the staff had brought about the challenge in  communication .However the solution was as simple as engaging the customer using diagram  and images to enhance understanding .Visualization simplified our work since customers  retained the information long enough for us to do a follow up which save employees a lot of time  .Customers have also shown increased interest in the product since they find it relatable to them .

Alternatively the company is looking into using story-telling to convey messages to the

customers .Since the organization is an Social economic empowerment platform they can get one  of the users to tell their story how the product changed their lives .This would invoke an  emotional response to users which is also a good way to prove that we are there to serve and  better their lives.

