Mohamed Kamal  17/02/2021

Design thinking innovation

Reflection on Learning launch

Challenge :

I am the lead of risk and litige department, which is part of the business services unit of a company  that operates in payment system and digital.

Our daily work consists of processing reimbursement requests that we generally receive by email from  a multitude of customers; so we spend our time collecting the necessary documents to process these  dispute reimbursement requests and at the end of the day we prepare reports that we share with our  clients; these reports include all the data processed during the day.

Although these documents are a prerequisite for handling requests, we have noticed that our clients  do not systematically send these documents and sometimes we are faced with several interlocutors  that makes our task difficult and sometimes we exceed the regulatory deadlines for handling these  disputes and we can easily miss one of the emails; and this had an impact on the satisfaction of our  customers.

Selection :

We opted for the Learning Launch which is quick to execute and inexpensively.

It’s a great tool to test if our idea can meet customers ‘needs and create value for them before  decisions with financial impact are done. Even if the outcome is not as desired, the loss is minimal as  the investment is low

this tool is always beneficial, it allows us to quickly assess our idea; to what extent it responds to our  strategic intension and especially to the needs of the client and if it brings him added value and if  necessary go back and include new key hypotheses in order to review the idea, test it before the final  investment

Application :

We are thinking of creating an interactive portal for our clients ; this portal will be the ultimate and  unique tool for disputes’s treatment.

The solution was developed internally in the presence of business experts, as well as one of our client  (who has the largest volume of disputes and in view of his experience feedback in the matter)

the portal was interactive; to enter a request for reimbursement of a dispute, the insertion of  documents is mandatory; the client has a clearer visibility of  treatment time of his request and he has  a warning in case of exceeding the time limits ;and he can  download the reports that he want in any  format and in any time

Spent months after the deployment of the solution; we noticed that a customer continues to process  by email.

We have reviewed our solution that was sort of a letterbox in the beginning.

we made it more interactive by adding some improvement such as adds a section which details the  handling of a request with the dates and the name of the users; also  the change of the status of the  request (by a simple click we make sure that the customer has indeed consulted the portal); and also

Mohamed Kamal  17/02/2021

creation interactions with the mailbox (the treatment team is notified when there is a new request  etc.)

we also thought to review the design of this portal and make it more aesthetic and also add a  dashboard with statistics and more meaningful graphs.

Insight :

The learning launch has helped us improve our daily lives. the idea of a portal is a very simple and easy  idea to execute and does not require any data calculation or algorithm; it is an idea that meets the  customer's need, facilitates the treatment and brings him added value; it is enough just to understand  its intents and to listen to it for continuous improvement.

By applying the learning launch, our company has included this portal in its product catalog and  systematically offers it to new customers

Approach :

This training allowed me to review my way of acting ; moving forward is not just about focusing on  data because the most valuable aspect is sharing knowledge and learning; in my case Learning Launch  was definitely good alternative to the conventional approach ; it’s create an affordable experience  that allows client to experience the new solution and to test key hypotheses with real data ;

we have other projects to improve, and we will certainly use the learning launch technique


Mohamed Kamal 17/02/2021 Design thinking innovation Reflection on Learning launch Challenge : I am the lead of risk and litige department , which is part of the business services unit of a company that operates in payment system and digital . Our daily work consists of processing reimbursement requests that we generally receive by email from a multitude of customers ; so we spend our time collecting the necessary documents to process these dispute reimbursement requests and at the end of the day we prepare reports that we share with our clients ; these reports include all the data processed during the day . Although these documents are a prerequisite for handling requests , we have noticed that our clients do not systematically send these documents and sometimes we are faced with several interlocutors that makes our task difficult and sometimes we exceed the regulatory deadlines for handling these disputes and we can easily miss one of the emails ; and this had an impact on the satisfaction of our customers . Selection : We opted for the Learning Launch which is quick to execute and inexpensively . It ’s a great tool to test if our idea can meet customers ‘ needs and create value for them before decisions with financial impact are done . Even if the outcome is not as desired , the loss is minimal as the investment is low this tool is always beneficial , it allows us to quickly assess our idea ; to what extent it responds to our strategic intension and especially to the needs of the client and if it brings him added value and if necessary go back and include new key hypotheses in order to review the idea , test it before the final investment Application : We are thinking of creating an interactive portal for our clients ; this portal will be the ultimate and unique tool for disputes ’s treatment . The solution was developed internally in the presence of business experts , as well as one of our client ( who has the largest volume of disputes and in view of his experience feedback in the matter ) the portal was interactive ; to enter a request for reimbursement of a dispute , the insertion of documents is mandatory ; the client has a clearer visibility of treatment time of his request and he has a warning in case of exceeding the time limits ; and he can download the reports that he want in any format and in any time Spent months after the deployment of the solution ; we noticed that a customer continues to process by email . We have reviewed our solution that was sort of a letterbox in the beginning . we made it more interactive by adding some improvement such as adds a section which details the handling of a request with the dates and the name of the users ; also the change of the status of the request ( by a simple click we make sure that the customer has indeed consulted the portal ) ; and also Mohamed Kamal 17/02/2021 creation interactions with the mailbox ( the treatment team is notified when there is a new request etc . ) we also thought to review the design of this portal and make it more aesthetic and also add a dashboard with statistics and more meaningful graphs . Insight : The learning launch has helped us improve our daily lives . the idea of a portal is a very simple and easy idea to execute and does not require any data calculation or algorithm ; it is an idea that meets the customer 's need , facilitates the treatment and brings him added value ; it is enough just to understand its intents and to listen to it for continuous improvement . By applying the learning launch , our company has included this portal in its product catalog and systematically offers it to new customers Approach : This training allowed me to review my way of acting ; moving forward is not just about focusing on data because the most valuable aspect is sharing knowledge and learning ; in my case Learning Launch was definitely good alternative to the conventional approach ; it ’s create an affordable experience that allows client to experience the new solution and to test key hypotheses with real data ; we have other projects to improve , and we will certainly use the learning launch technique