Reflection  - Mind Mapping

Challenge

I am the leader of the IT department in the company about 3 years agok, when I joined to my company there were quite a few problems in user support and our challenge was to improve the service to users within the organization to increase their satisfaction, all this with the human and non-human resources that were destined for the help desk. The scope of this project includes the entire organization, this includes people of different ages, education and abilities to solve their problmes with their computer and systems.  The project's goals were to obtain a customer service satisfaction of more than 95% in one year, which was being measured with an OKR of service satisfaction, At the beginning of the project, satisfaction was less than 50%. To improve the attention we will focus on trying to discover what the members of our organization consider as good attention, so all the stake holders were invited to meetings and we listen all their complaints and observations, our objective was to find the root of the problem, in order to be able to tie it up and offer a better service.

Selection

As an IT team we have not used Design Thinking, but after reviewing many options we opted for Mind Mapping tool, because it allows us to listen to all areas and find the "What is" and alos is a very visual way of finding the problem.

Application

To apply the tool and find the problem, we decided to divide its application into two parts, the first part would be to gather a representative from each area of the main activities and thus determine which are the most common problems, when they consider that a problem is solved and allows us to identify which are the priorities that should be assigned to the main activities.

In a second phase we meet with the representatives of the support activities, in order to develop strategies that align with the objectives of the company, also to obtain information on what should be the priorities of attention by the help desk team. In all these meetings, Mind Mappings were collected, in addition, surveys were conducted to evaluate the level of user satisfaction. The goal of the constant meetings was to do several iterations until reaching the OKR goal of 95% satisfaction.

Insight

After applying the Mind Mapping tool, the team found the main causes of user dissatisfaction, the main reason being inadequate communication where users did not feel enough empathy from the Help Desk area, and also was identified, that users did not know how to clearly express their problems, generating frustrations in the Help Desk area.

Approach

One of the most important services in the IT area was benefited by a Design Thinking tool, our purely technical team had doubts about the application of an unconventional tool in their work area, with this experience we are prepared to apply other tools by Design Thinking.


Reflection - Mind Mapping Challenge I am the leader of the IT department in the company about 3 years agok , when I joined to my company there were quite a few problems in user support and our challenge was to improve the service to users within the organization to increase their satisfaction , all this with the human and non - human resources that were destined for the help desk . The scope of this project includes the entire organization , this includes people of different ages , education and abilities to solve their problmes with their computer and systems . The project 's goals were to obtain a customer service satisfaction of more than 95 % in one year , which was being measured with an OKR of service satisfaction , At the beginning of the project , satisfaction was less than 50 % . To improve the attention we will focus on trying to discover what the members of our organization consider as good attention , so all the stake holders were invited to meetings and we listen all their complaints and observations , our objective was to find the root of the problem , in order to be able to tie it up and offer a better service . Selection As an IT team we have not used Design Thinking , but after reviewing many options we opted for Mind Mapping tool , because it allows us to listen to all areas and find the " What is " and alos is a very visual way of finding the problem . Application To apply the tool and find the problem , we decided to divide its application into two parts , the first part would be to gather a representative from each area of the main activities and thus determine which are the most common problems , when they consider that a problem is solved and allows us to identify which are the priorities that should be assigned to the main activities . In a second phase we meet with the representatives of the support activities , in order to develop strategies that align with the objectives of the company , also to obtain information on what should be the priorities of attention by the help desk team . In all these meetings , Mind Mappings were collected , in addition , surveys were conducted to evaluate the level of user satisfaction . The goal of the constant meetings was to do several iterations until reaching the OKR goal of 95 % satisfaction . Insight After applying the Mind Mapping tool , the team found the main causes of user dissatisfaction , the main reason being inadequate communication where users did not feel enough empathy from the Help Desk area , and also was identified , that users did not know how to clearly express their problems , generating frustrations in the Help Desk area . Approach One of the most important services in the IT area was benefited by a Design Thinking tool , our purely technical team had doubts about the application of an unconventional tool in their work area , with this experience we are prepared to apply other tools by Design Thinking .