Example Reflection - Mind Mapping

Challenge:​ Our consulting team was encountering a recurring client issue that we were not set  up to meet. We work with organizations in the healthcare industry and found that many clients  had a deep knowledge about healthcare topics related to their product or division but often  needed foundational knowledge for other topics in the industry. Clients would hire our  consultants for advanced projects but would struggle to communicate detailed concepts within  their organizations with divisions that were not up to speed on concepts outside of their day to  day roles; medicare billing, prior authorization procedures for pharmaceuticals etc,  often this  lack of knowledge in the broader organization could slow implementation of the projects that  client teams had hired us to lead.    Selection:​ We had a large amount of data on this particular issue. It was a pain point we had  encountered for some time and we had consensus within the team it was time to see if we could  find an opportunity in this issue. We turned to ​Mind-Mapping​. We wanted to quickly represent  the client experience and possible ways we could deliver the needed information to our clients  that took into account the multiple contact points and stakeholders within our client firms.     Application:​ We engaged in a team-wide ​Mind-Mapping​ process as a way of testing our shared  assumptions about the ​What Is​ state but also to lay the foundation for the ​What If​ possibilities  we were in a position to consistently deliver. Each member of the team developed a Mind Map  then we developed one together (This took much longer than expected). We checked in with our  clients to ensure that our concept of what was happening in their organization matched their  experiences and we updated our visualization based on their feedback. With posted our group  and individual maps in a virtual conference space with two of the course questions; What  works? What wows? And one of our own, what’s missing?    Insight:  ​For this challenge, the main insight was the content we were looking to provide - while  important was not as important as the delivery channel. Having flexible access to quality  information can mean a lot of different things to different stakeholders. What our clients needed  was specific answers to specific questions quickly. Before this exercise, we had been thinking of  a product we could produce as a “course” because that seemed more dignified or consultant  like. Now we are discussing “chunks of information” which is a quote from one of our  stakeholders. Chunks is a less sophisticated working title but it is super flexible. Thinking of the  product as a chunk has opened up some delivery options we weren’t previously considering.    Approach: ​I believe Mind Mapping was the appropriate selection for our situation. If we were to  go through the process again, which is a real possibility, I would insist on an in-person gallery  setting rather than a virtual one, since we didn’t get as much engagement as I was hoping for  and I would conduct the session much sooner in the process. As a group, we were already  transitioning to a course framework in our thought process and have needed to go back a few  steps now that we realize that idea was more about our preexisting ideas than the client’s  needs.


Example Reflection - Mind Mapping Challenge:​ Our consulting team was encountering a recurring client issue that we were not set up to meet . We work with organizations in the healthcare industry and found that many clients had a deep knowledge about healthcare topics related to their product or division but often needed foundational knowledge for other topics in the industry . Clients would hire our consultants for advanced projects but would struggle to communicate detailed concepts within their organizations with divisions that were not up to speed on concepts outside of their day to day roles ; medicare billing , prior authorization procedures for pharmaceuticals etc , often this lack of knowledge in the broader organization could slow implementation of the projects that client teams had hired us to lead . Selection:​ We had a large amount of data on this particular issue . It was a pain point we had encountered for some time and we had consensus within the team it was time to see if we could find an opportunity in this issue . We turned to ​Mind - Mapping​. We wanted to quickly represent the client experience and possible ways we could deliver the needed information to our clients that took into account the multiple contact points and stakeholders within our client firms . Application:​ We engaged in a team - wide ​Mind - Mapping​ process as a way of testing our shared assumptions about the ​What Is​ state but also to lay the foundation for the ​What If​ possibilities we were in a position to consistently deliver . Each member of the team developed a Mind Map then we developed one together ( This took much longer than expected ) . We checked in with our clients to ensure that our concept of what was happening in their organization matched their experiences and we updated our visualization based on their feedback . With posted our group and individual maps in a virtual conference space with two of the course questions ; What works ? What wows ? And one of our own , what ’s missing ? Insight : ​For this challenge , the main insight was the content we were looking to provide - while important was not as important as the delivery channel . Having flexible access to quality information can mean a lot of different things to different stakeholders . What our clients needed was specific answers to specific questions quickly . Before this exercise , we had been thinking of a product we could produce as a “ course ” because that seemed more dignified or consultant like . Now we are discussing “ chunks of information ” which is a quote from one of our stakeholders . Chunks is a less sophisticated working title but it is super flexible . Thinking of the product as a chunk has opened up some delivery options we were n’t previously considering . Approach : ​I believe Mind Mapping was the appropriate selection for our situation . If we were to go through the process again , which is a real possibility , I would insist on an in - person gallery setting rather than a virtual one , since we did n’t get as much engagement as I was hoping for and I would conduct the session much sooner in the process . As a group , we were already transitioning to a course framework in our thought process and have needed to go back a few steps now that we realize that idea was more about our preexisting ideas than the client ’s needs .