Reflection - Mind Mapping

Challenge & Selection

The shopping center has information desks where administrators work. Administrators help customers  find their way to the desired store, help if someone is lost, answer incoming phone calls, and answer  other questions from visitors to the shopping center.

Objective: to improve service at information desks.

At the start of the project, the following problems existed:

• Information desk staff are overwhelmed with work, unable to answer calls and questions from suitable  visitors.

• Employees do not pay due attention to visitors and respond formally. Lack of well-trained voice and  empathy. The staff don't smile.

To solve the problem, a design thinking approach was required, since problems could not be solved in  obvious ways, such as increasing wages, introducing financial motivation, expanding the staff.

To solve the problem, a mind-map tool was chosen based on in-depth interviews with line employees of  the shopping center, top managers, middle managers, as well as visitors to the shopping center.  Drawing up a mind-map will allow you to calculate the main pains that employees of different levels and  visitors of the shopping center are talking about and collect insights on the main sections.

https://www.coursera.org/learn/uva-darden-design-thinking-innovation/lecture/lsFRa/mind-mapping- tool

Application

Interviews of visitors and interviews of employees were analyzed separately, then a mind map of visitors  and employees were compiled. Then the team of experts analyzed both maps and made a general mind  map, forming a number of insights based on it.

This design thinking tool was really effective as it helped:

• Organize information by dividing it into main blocks

• Find points of contact of opinion of buyers and employees, as well as points of contact of opinion of  employees of top and line positions

• Highlight the main and additional insights, the implementation of which is important for the success of  the project

Insight & Approach

Mind map made it clear that the main thing can be distinguished from a large number of ideas and  opinions, and this main thing will not necessarily be obvious. This clearly proved that design thinking can  solve non-trivial problems.

Next time I can involve more people in drawing up a mind map, so as not to miss the important and look  at the problem from different angles.


Reflection - Mind Mapping Challenge & Selection The shopping center has information desks where administrators work . Administrators help customers find their way to the desired store , help if someone is lost , answer incoming phone calls , and answer other questions from visitors to the shopping center . Objective : to improve service at information desks . At the start of the project , the following problems existed : • Information desk staff are overwhelmed with work , unable to answer calls and questions from suitable visitors . • Employees do not pay due attention to visitors and respond formally . Lack of well - trained voice and empathy . The staff do n't smile . To solve the problem , a design thinking approach was required , since problems could not be solved in obvious ways , such as increasing wages , introducing financial motivation , expanding the staff . To solve the problem , a mind - map tool was chosen based on in - depth interviews with line employees of the shopping center , top managers , middle managers , as well as visitors to the shopping center . Drawing up a mind - map will allow you to calculate the main pains that employees of different levels and visitors of the shopping center are talking about and collect insights on the main sections . https://www.coursera.org/learn/uva-darden-design-thinking-innovation/lecture/lsFRa/mind-mapping- tool Application Interviews of visitors and interviews of employees were analyzed separately , then a mind map of visitors and employees were compiled . Then the team of experts analyzed both maps and made a general mind map , forming a number of insights based on it . This design thinking tool was really effective as it helped : • Organize information by dividing it into main blocks • Find points of contact of opinion of buyers and employees , as well as points of contact of opinion of employees of top and line positions • Highlight the main and additional insights , the implementation of which is important for the success of the project Insight & Approach Mind map made it clear that the main thing can be distinguished from a large number of ideas and opinions , and this main thing will not necessarily be obvious . This clearly proved that design thinking can solve non - trivial problems . Next time I can involve more people in drawing up a mind map , so as not to miss the important and look at the problem from different angles .