Debt collector

Challenge & Selection

Currently I work in a technology team in a financial institution in Peru, specifically

oriented towards debt collections. Where debt collections are made to delinquent

customers through telephone calls and home visits. To explain the use of storytelling, we

will focus on the case of home visits and their workers. In this case, many of the home

visit workers have to approach the office daily from very early on. They are people with

enough diversity in subjects of age, social status and personal interests.

Each of these people has a diversity of experiences and styles of how they perform their

collection work. For example, many of them, being older, have little affinity for the use

of technology, which generates more workload, because they have to go to the office

every day to print documentation and take it to work. We help them by telling stories of

how the younger workers "save time" in not going to the office just to use the mobile

collection application, which would help them to do their job better. On the side of the

young, we are told the difficulty of negotiating with customers the late payment. In this

particular case they are also helped with stories of how to "negotiate with the customer"

which is what the older people can do better. By having both scenarios we can find some

way that we can improve the working style of both groups.

Application

For the above case, I have an application of the use of narration. When the creation of the

mobile collection application was started, many traditional activities were carried out,

such as meetings with users, information gathering and finally the presentation to the

leaders to approve the project. This deliverable was not something that could convey the

real need of the users and create an empathic connection with them. We had to look for

them to put them in the place of the users, that's how we decided to prepare a story.

We told them stories of the users every day of the week had to go to the office, prepare

documentation of the customers and after 2 hours each had to go out to collect the

customers and in some cases being distant distances, took many hours When returning to

work to deliver a report of the visits to each of the clients. We also mentioned the

particular case of a worker who, because of the distance between his home and work,

could not see his children awake, from Monday to Friday was only working with the

current scheme. This impacted the interest in the leaders because it gave them another

perspective of only seeing numbers and requirements. In addition, some of the leaders

previously worked as visitors for credit card sales or loan placements, they felt identified.

Insight & Approach

Continuing with the attention of the leaders. We met with one of them to know in more

detail why he identified with the stories of our users and explain their experience. To our

good fortune, he told us that he identified himself as a former salesman, and being in the

country is a very exhausting activity, where he visits many clients and the treatment of

clients with workers is sometimes not the most cordial and sometimes there are days

where no contact with customers is achieved. In addition, we mentioned other aspects

that we had not considered in our history as the weather that in some places is sunny or

little sunny. He also gave us details of his experiences in remote areas where the rains are

greater and going without the appropriate clothing disfavored a day of work. We enriched

their history a lot more, and felt that our initial story took much more than we expected.

This last story helped us to pay attention to other key issues such as those mentioned by

one of the project leaders.

I have rediscovered that a good story is something that can lead you to an endless world

of new stories, bring people together and create empathy


Debt collector Challenge & Selection Currently I work in a technology team in a financial institution in Peru , specifically oriented towards debt collections . Where debt collections are made to delinquent customers through telephone calls and home visits . To explain the use of storytelling , we will focus on the case of home visits and their workers . In this case , many of the home visit workers have to approach the office daily from very early on . They are people with enough diversity in subjects of age , social status and personal interests . Each of these people has a diversity of experiences and styles of how they perform their collection work . For example , many of them , being older , have little affinity for the use of technology , which generates more workload , because they have to go to the office every day to print documentation and take it to work . We help them by telling stories of how the younger workers " save time " in not going to the office just to use the mobile collection application , which would help them to do their job better . On the side of the young , we are told the difficulty of negotiating with customers the late payment . In this particular case they are also helped with stories of how to " negotiate with the customer " which is what the older people can do better . By having both scenarios we can find some way that we can improve the working style of both groups . Application For the above case , I have an application of the use of narration . When the creation of the mobile collection application was started , many traditional activities were carried out , such as meetings with users , information gathering and finally the presentation to the leaders to approve the project . This deliverable was not something that could convey the real need of the users and create an empathic connection with them . We had to look for them to put them in the place of the users , that 's how we decided to prepare a story . We told them stories of the users every day of the week had to go to the office , prepare documentation of the customers and after 2 hours each had to go out to collect the customers and in some cases being distant distances , took many hours When returning to work to deliver a report of the visits to each of the clients . We also mentioned the particular case of a worker who , because of the distance between his home and work , could not see his children awake , from Monday to Friday was only working with the current scheme . This impacted the interest in the leaders because it gave them another perspective of only seeing numbers and requirements . In addition , some of the leaders previously worked as visitors for credit card sales or loan placements , they felt identified . Insight & Approach Continuing with the attention of the leaders . We met with one of them to know in more detail why he identified with the stories of our users and explain their experience . To our good fortune , he told us that he identified himself as a former salesman , and being in the country is a very exhausting activity , where he visits many clients and the treatment of clients with workers is sometimes not the most cordial and sometimes there are days where no contact with customers is achieved . In addition , we mentioned other aspects that we had not considered in our history as the weather that in some places is sunny or little sunny . He also gave us details of his experiences in remote areas where the rains are greater and going without the appropriate clothing disfavored a day of work . We enriched their history a lot more , and felt that our initial story took much more than we expected . This last story helped us to pay attention to other key issues such as those mentioned by one of the project leaders . I have rediscovered that a good story is something that can lead you to an endless world of new stories , bring people together and create empathy