Reflection – Mind Mapping

Challenge

The challenge chosen is to create a better customer experience in a Mall for customers who  choose to go for a Gondola Ride. The Gondola Rides is a communication mode in the city of  Venice, Italy. Inspired by the same, the ride was introduced in a Shopping Mall in Delhi, India  by constructing an artificial canal with manually operated boats which can carry a maximum of 4  passengers. However, the customers do not prefer being something unique in the city. So, we  looked ways to improve the customer experience by using Design Thinking method for  increasing the revenue through the Gondola Ride.

Problem Statement: Reinventing the Gondola Ride Entertainment service

Selection

I have chosen Mind Mapping as a tool to generate ideas with my team. I have chosen different  verticals to collect various ideas on how the service and experience level can be improved to  attract more customers.

Application

In order to improve the ride, we created different verticals were the customer experience can be  improved. The 4 verticals that we identified are 1) What we see 2) What we hear 3) What we  Think and Feel 4) What we do. We identified ways how we can improve these four experiences  for the customer. We began collecting ideas for improving each aspect in the process of Mind  Mapping.

To improve what we see, we added under water lights and indoor aquarium fishes to the water  that will look pleasing to the eyes of the customer. To improve what we hear, we collected ideas  from the team. The team suggested the usage of music which will create a Venice theme. Italian  songs were decided to played during the ride, so that customer feels the experience according to  the theme.  To improve what we think and feel, the team decided to provide an experience for  the customers to paddle the boat themselves. This will give them a feel of ownership. Hence, we  wanted to have the feature of safety in mind by adding life jackets for the passengers to avoid  any uncertainty while we allow the passengers to paddle the boat under trained supervisors. To  improve what we do, we wanted to create a hassle-free process to enjoy the ride. So, we added  the option of digital payment. So, customers can board the ride and pay the service provider  while on the go saving time as well man power in the process.

Insight

By using the Mind Mapping tool, our team was able to generate new ideas that can help in  improving the customer experience during the Gondola Ride. This will in turn increase the  revenue as a happy customer always tend to bring a new customer. We brought all stakeholders  in to the picture for brainstorming and collected and eliminated ideas with the team support for a  common goal. We also defined the customer journey map to identify the areas of improvement  so that the best experience and value for money can be delivered.

Approach

During this process, our team went to the spot and spoke with more than 15 customers to  understand their experience. We also tried to understand the price-quality perception from the  customers point of view. This enabled us to widen the thinking by destroying the boundaries of  generating new ideas. We are planning to apply this phase by phase to understand the liking of  the customers. All the four phases will be applied one by one analysing the improvement of the  process.


Reflection – Mind Mapping Challenge The challenge chosen is to create a better customer experience in a Mall for customers who choose to go for a Gondola Ride . The Gondola Rides is a communication mode in the city of Venice , Italy . Inspired by the same , the ride was introduced in a Shopping Mall in Delhi , India by constructing an artificial canal with manually operated boats which can carry a maximum of 4 passengers . However , the customers do not prefer being something unique in the city . So , we looked ways to improve the customer experience by using Design Thinking method for increasing the revenue through the Gondola Ride . Problem Statement : Reinventing the Gondola Ride Entertainment service Selection I have chosen Mind Mapping as a tool to generate ideas with my team . I have chosen different verticals to collect various ideas on how the service and experience level can be improved to attract more customers . Application In order to improve the ride , we created different verticals were the customer experience can be improved . The 4 verticals that we identified are 1 ) What we see 2 ) What we hear 3 ) What we Think and Feel 4 ) What we do . We identified ways how we can improve these four experiences for the customer . We began collecting ideas for improving each aspect in the process of Mind Mapping . To improve what we see , we added under water lights and indoor aquarium fishes to the water that will look pleasing to the eyes of the customer . To improve what we hear , we collected ideas from the team . The team suggested the usage of music which will create a Venice theme . Italian songs were decided to played during the ride , so that customer feels the experience according to the theme . To improve what we think and feel , the team decided to provide an experience for the customers to paddle the boat themselves . This will give them a feel of ownership . Hence , we wanted to have the feature of safety in mind by adding life jackets for the passengers to avoid any uncertainty while we allow the passengers to paddle the boat under trained supervisors . To improve what we do , we wanted to create a hassle - free process to enjoy the ride . So , we added the option of digital payment . So , customers can board the ride and pay the service provider while on the go saving time as well man power in the process . Insight By using the Mind Mapping tool , our team was able to generate new ideas that can help in improving the customer experience during the Gondola Ride . This will in turn increase the revenue as a happy customer always tend to bring a new customer . We brought all stakeholders in to the picture for brainstorming and collected and eliminated ideas with the team support for a common goal . We also defined the customer journey map to identify the areas of improvement so that the best experience and value for money can be delivered . Approach During this process , our team went to the spot and spoke with more than 15 customers to understand their experience . We also tried to understand the price - quality perception from the customers point of view . This enabled us to widen the thinking by destroying the boundaries of generating new ideas . We are planning to apply this phase by phase to understand the liking of the customers . All the four phases will be applied one by one analysing the improvement of the process .