Reflection: Visualization    Name: Paul Basha

Challenge   Recently I was the member of a team of 5 working on a problem statement of excelling in customer experience to help  home owners build a dream home. This problem statement was defined based on the reality of low foot fall and  conversion ratios in the engagement of home owners with interior designers. One among us in the team is an interior  designer by profession, while the rest of us have experiences as consumers at various points of time. The challenge was to  improve customer engagement/experience and thereby increase sales with a diverse consumer base – investors, first time  home owners willing to occupy the property themselves or multi property owners.     Selection   Visualization was a good tool to adopt to bring out clarity in our thinking and to prepare for a test launch/prototype. Visual  representation enabled better understanding & common ground on the challenges.    Application    After the problem statement was broadly articulated, we went through the 5Y method of identifying the possible causes  of the problem, followed by surveys/interviews of consumers. Patterns were identified and together with the insights from  the interviews, personas and empathy maps were created. We identified a particular scenario – “customer goes to  competition after the initial engagement” for ideation. Ideas were prioritized considering strategic importance and  difficulty of implementation. A visualization method was used to put forward the ideas for prototyping a glimpse of which  is in the picture below

Insight  The idea for the prototype revolved around ecommerce, mobility, collaborative ecosystem. The idea for the creation of a  collaborative ecosystem was seeded while applying the visualization tool. This idea got seeded because in an e-commerce  world it would be easier to bring in user experience that can be incentivised. This will be evaluated along with the  deployment of appropriate software platforms and tools. This phase also helped us in defining the problem statement  even better.     Approach   Visualization techniques were used scantily by us in the earlier phases of design thinking. On hindsight we could have used  lot more sketching during the ideation phase as well that would have increased the quality of our ideation.


Reflection : Visualization Name : Paul Basha Challenge Recently I was the member of a team of 5 working on a problem statement of excelling in customer experience to help home owners build a dream home . This problem statement was defined based on the reality of low foot fall and conversion ratios in the engagement of home owners with interior designers . One among us in the team is an interior designer by profession , while the rest of us have experiences as consumers at various points of time . The challenge was to improve customer engagement / experience and thereby increase sales with a diverse consumer base – investors , first time home owners willing to occupy the property themselves or multi property owners . Selection Visualization was a good tool to adopt to bring out clarity in our thinking and to prepare for a test launch / prototype . Visual representation enabled better understanding & common ground on the challenges . Application After the problem statement was broadly articulated , we went through the 5Y method of identifying the possible causes of the problem , followed by surveys / interviews of consumers . Patterns were identified and together with the insights from the interviews , personas and empathy maps were created . We identified a particular scenario – “ customer goes to competition after the initial engagement ” for ideation . Ideas were prioritized considering strategic importance and difficulty of implementation . A visualization method was used to put forward the ideas for prototyping a glimpse of which is in the picture below Insight The idea for the prototype revolved around ecommerce , mobility , collaborative ecosystem . The idea for the creation of a collaborative ecosystem was seeded while applying the visualization tool . This idea got seeded because in an e - commerce world it would be easier to bring in user experience that can be incentivised . This will be evaluated along with the deployment of appropriate software platforms and tools . This phase also helped us in defining the problem statement even better . Approach Visualization techniques were used scantily by us in the earlier phases of design thinking . On hindsight we could have used lot more sketching during the ideation phase as well that would have increased the quality of our ideation .