Challenge

I currently work in data quality team in one of the big financial corporation. I was assigned to the task  regarding carry out a process review. This process regarded controls which verify consistency of data  in client’s documentations and data entered into our main system. My main task was delivering more  efficient and consistent control’s processes. I had to work on three client’s segments Retail, Small  and Medium Enterprises and Corporations. First, I had to find out how these processes was set. I  couldn’t be more wrong thinking that it will be the easiest part of my job.

It was more that surprise for me that people wouldn’t talk to me about processes they are  participating. I couldn’t get any useful information, no one would tell me any details I was constantly  referred to our general applicable procedures. So, I was dealing not only with no efficient and no  consistent control’s processes but also with lack of trust and fear that my process review will end  with certain dismissal of some employees.

Selection

When I realized that lack of trust is big problem, I’ve decided to use one of the design thinking tolls –  storytelling. My goal was to unite this people with me, to made them eager to cooperate and build  some positive connections. And so, we’ve learned during the course, properly used storytelling is a  perfect match for this kind of job. I had to find the story which will make me one of them. I wanted to  show them that we’re on the same page – I do not mean to judge anybody’s work I simply wanted to  make their work easier, more consistent and efficient.

Application

I’ve invited all of the people connected with my process review into a neutral land. I found in our  building a place to meet, but not a regular conference room, I found a nice comfortable space filled  with green plants and sofas. I’ve prepared some coffee and then I’ve started to tell them a story. The  story about my current job and processes which I’m responsible for. I waned them to understand  what I do, why am I doing it. I really waned them to know me and accept me first. So, I showed them  my previous process review results. I’ve explained why it is important to look sometimes for our daily  duties from a different perspective and how we notice than that some of our assignments can be  easily simplified. At the beginning of this meeting I was carrying out a monolog, but after few  minutes they started to be interested in my job. They were asking questions and we move form the  monolog into a real conversation! I accomplished very difficult task, I’ve got theirs trust and I  prepared my path thru this assignment. We finished this meeting with ours calendars full of set  meetings! They actually wanted me to see their everyday duties and help them to manage them  better.

Insight & Approach

By applying storytelling tool into my work, I managed to bond with people who at first didn’t want to  cooperate. The final effect was way more complex and wider then I was expecting. They started to  share with me with their real observations and problems. They were very involved and sometimes  they called me and gave their own ideas what can we change and improve. We’ve not only made  control’s processes more consistent. Because of our cooperation we were able to notice and

eliminate mistakes in procedures and reports. We made our control unit mistake less and able to  catch almost every single incorrect data!

This design thinking tool helped me to connect and make a bond with my listeners. I’ve shown them  on a real example how my methods work and how it can be helpful for them.

After this course I’m sure that I’ll use this tool even more often and with more understanding of its  power!


Challenge I currently work in data quality team in one of the big financial corporation . I was assigned to the task regarding carry out a process review . This process regarded controls which verify consistency of data in client ’s documentations and data entered into our main system . My main task was delivering more efficient and consistent control ’s processes . I had to work on three client ’s segments Retail , Small and Medium Enterprises and Corporations . First , I had to find out how these processes was set . I could n’t be more wrong thinking that it will be the easiest part of my job . It was more that surprise for me that people would n’t talk to me about processes they are participating . I could n’t get any useful information , no one would tell me any details I was constantly referred to our general applicable procedures . So , I was dealing not only with no efficient and no consistent control ’s processes but also with lack of trust and fear that my process review will end with certain dismissal of some employees . Selection When I realized that lack of trust is big problem , I ’ve decided to use one of the design thinking tolls – storytelling . My goal was to unite this people with me , to made them eager to cooperate and build some positive connections . And so , we ’ve learned during the course , properly used storytelling is a perfect match for this kind of job . I had to find the story which will make me one of them . I wanted to show them that we ’re on the same page – I do not mean to judge anybody ’s work I simply wanted to make their work easier , more consistent and efficient . Application I ’ve invited all of the people connected with my process review into a neutral land . I found in our building a place to meet , but not a regular conference room , I found a nice comfortable space filled with green plants and sofas . I ’ve prepared some coffee and then I ’ve started to tell them a story . The story about my current job and processes which I ’m responsible for . I waned them to understand what I do , why am I doing it . I really waned them to know me and accept me first . So , I showed them my previous process review results . I ’ve explained why it is important to look sometimes for our daily duties from a different perspective and how we notice than that some of our assignments can be easily simplified . At the beginning of this meeting I was carrying out a monolog , but after few minutes they started to be interested in my job . They were asking questions and we move form the monolog into a real conversation ! I accomplished very difficult task , I ’ve got theirs trust and I prepared my path thru this assignment . We finished this meeting with ours calendars full of set meetings ! They actually wanted me to see their everyday duties and help them to manage them better . Insight & Approach By applying storytelling tool into my work , I managed to bond with people who at first did n’t want to cooperate . The final effect was way more complex and wider then I was expecting . They started to share with me with their real observations and problems . They were very involved and sometimes they called me and gave their own ideas what can we change and improve . We ’ve not only made control ’s processes more consistent . Because of our cooperation we were able to notice and eliminate mistakes in procedures and reports . We made our control unit mistake less and able to catch almost every single incorrect data ! This design thinking tool helped me to connect and make a bond with my listeners . I ’ve shown them on a real example how my methods work and how it can be helpful for them . After this course I ’m sure that I ’ll use this tool even more often and with more understanding of its power !