Reflection – Visualization for Banking Business

Challenge & Selection

At the beginning, I started I demonstrated the big picture of our performance results by using tool of  Visualization to explain in which activities were reflected to satisfaction Level Agreement  (SLA) and  what were definition of calculation (Release Submitted Application/No. of Submitted App-In). On the  other hands, we had the sharing session to ensure that we had the understanding of a problem gap  (Internal jobs & External jobs).Although during session running, there were many questions but, our  doubts were revealed and brought to possible solution, finally a diverse group of stakeholders (Data  Maintenance Team/Request Team/Vender Team) had agreed in the same definition and direction for  this approach. We could learn the linkage between our possible actions and what the results should be,  including all stakeholders clearly understood their roles and they could imagine each approach reflected  from their actions, we should input less effort and get more efficiency.

Application

I have applied the technique of using Mind Map graphic to imagine for visualization of a problems with a  set of questions, I told “Little Red Riding Hood Tale” to them and assumed that we had many Little Girls  that we had to response/support their needs/desire and protect them from the wolf, we helped /we  prevented their like the woodsman and wolf played as the fraud/problems, it tried to counterfeit every  ways to eat the Little Girls, I told to them for some conversations between Little Girl and Wolf in the  tale…

"Grandmother!  What big eyes you have," said Little Red Riding Hood.

"The better to see you with, my dear," replied the wolf.

"But Grandmother!  What big teeth you have," said Little Red Riding Hood her voice quivering  slightly.

"The better to eat you with, my dear," roared the wolf and he leapt out of the bed and began to  chase the little girl.

Then, we discussed to allow a diverse group of stakeholders to learn from each other in the process of  defining the scope, boundaries, key elements, and relationships between elements to consider when  identifying pain points and opportunities for improvements or solutions from the Little Red Riding Hood  Tale with current our work flow.

For the activity, I divided them into 3 groups of players

Group 1 : You are “Little Red Riding Hood” and give them the question

“What are Clients need/desire from our services?”     And        “Why do you choose us?”

Group 2 : You are “Wolf”  “What the weakness you can see in our business? “          And         “How do you escape when they know?”

Group 3 : You are “Woodsman”

“What you should do and put the actions to protect? “

And         “Why we are chosen?”

They shared their possible ideas in post-it and posted them in their brown paper in their side that I  encouraged them to input their thinking/found in the part and possible incidents that they might occur  in the future, there were approximately 10 minutes to discuss the questions and mark up their post-it  internal group, then switching them form Group 1 to Group 2 / Group 2 to Group 3 and Group 3 to Group  1 until completely rotating among 3 characters of stakeholder. Besides, there answers in each group was  hidden, they could not see the answers from previous groups, there were a lot post-it posted on the  brown papers in each side.

Then, next session, all ideas/problems in same character were combined ,sorted & combined , let  them  shared their potential ideas from those two questions to other groups in order to ensure they  understood well , I clarified commonalities in the insights of each group, and then additional insights  that come from the group discussion on an additional copy of their post-it. After the session, I concluded  each group’s brown papers as an artifact, create a view that combines the shared and new insights from  the group discussion, and then create a Mind Map graphic that 2-3 of high potential and possible ideas  were chosen from all post-it to start brainstorming agreed to as a group. Until complete, Mind Map was  input the additional points that they were the part of concerned factors in our work to identify  Oversight Organizations, such as Competitors, Media Technology , Government Policy, Social Society and  other entities that may add constraints to how the organization operates. Mind Map graphic was a good  tool that everyone could imagine from front-stage to back-stage view and easy to explain linkage in the  workflow.

Insight & Approach

Not only Little Red Riding Hood survived from Wolf, but also we have received the good exercise from  this session to learn and understand our current workflow. It was demonstrated for the point of  potential gaps including getting the potential actions to be proactive, to be better than we worked as  defensive, we had agreed to review the submitted daily rollout every 2 hours before over due date, in  the other hands, we received the understanding of the problem from different views from bottom-up  (Operational Staff) not only from middle-level and Top-down approach, we worked to find out the  possible solution, we were more clear for definition from our problems/cases. The Mind Map graphic  was demonstrated the diverse group of stakeholders a focal point for discussion shared our perspectives  and develop insights into potential root causes of their problems.

Last but not least, the more thinking together, the more solutions we get. The lists of feedback have  input in the rollout project that we have believed that our result should be reflected for the good  outcome. We think it is the powerful visualization activity brought to develop and extend scope to  handle another one. We strongly believe if we follow a series of design thinking activities, we will achieve  our goal and I recognize that “We will never walk alone”.


Reflection – Visualization for Banking Business Challenge & Selection At the beginning , I started I demonstrated the big picture of our performance results by using tool of Visualization to explain in which activities were reflected to satisfaction Level Agreement ( SLA ) and what were definition of calculation ( Release Submitted Application / No . of Submitted App - In ) . On the other hands , we had the sharing session to ensure that we had the understanding of a problem gap ( Internal jobs & External jobs).Although during session running , there were many questions but , our doubts were revealed and brought to possible solution , finally a diverse group of stakeholders ( Data Maintenance Team / Request Team / Vender Team ) had agreed in the same definition and direction for this approach . We could learn the linkage between our possible actions and what the results should be , including all stakeholders clearly understood their roles and they could imagine each approach reflected from their actions , we should input less effort and get more efficiency . Application I have applied the technique of using Mind Map graphic to imagine for visualization of a problems with a set of questions , I told “ Little Red Riding Hood Tale ” to them and assumed that we had many Little Girls that we had to response / support their needs / desire and protect them from the wolf , we helped /we prevented their like the woodsman and wolf played as the fraud / problems , it tried to counterfeit every ways to eat the Little Girls , I told to them for some conversations between Little Girl and Wolf in the tale … " Grandmother ! What big eyes you have , " said Little Red Riding Hood . " The better to see you with , my dear , " replied the wolf . " But Grandmother ! What big teeth you have , " said Little Red Riding Hood her voice quivering slightly . " The better to eat you with , my dear , " roared the wolf and he leapt out of the bed and began to chase the little girl . Then , we discussed to allow a diverse group of stakeholders to learn from each other in the process of defining the scope , boundaries , key elements , and relationships between elements to consider when identifying pain points and opportunities for improvements or solutions from the Little Red Riding Hood Tale with current our work flow . For the activity , I divided them into 3 groups of players Group 1 : You are “ Little Red Riding Hood ” and give them the question “ What are Clients need / desire from our services ? ” And “ Why do you choose us ? ” Group 2 : You are “ Wolf ” “ What the weakness you can see in our business ? “ And “ How do you escape when they know ? ” Group 3 : You are “ Woodsman ” “ What you should do and put the actions to protect ? “ And “ Why we are chosen ? ” They shared their possible ideas in post - it and posted them in their brown paper in their side that I encouraged them to input their thinking / found in the part and possible incidents that they might occur in the future , there were approximately 10 minutes to discuss the questions and mark up their post - it internal group , then switching them form Group 1 to Group 2 / Group 2 to Group 3 and Group 3 to Group 1 until completely rotating among 3 characters of stakeholder . Besides , there answers in each group was hidden , they could not see the answers from previous groups , there were a lot post - it posted on the brown papers in each side . Then , next session , all ideas / problems in same character were combined , sorted & combined , let them shared their potential ideas from those two questions to other groups in order to ensure they understood well , I clarified commonalities in the insights of each group , and then additional insights that come from the group discussion on an additional copy of their post - it . After the session , I concluded each group ’s brown papers as an artifact , create a view that combines the shared and new insights from the group discussion , and then create a Mind Map graphic that 2 - 3 of high potential and possible ideas were chosen from all post - it to start brainstorming agreed to as a group . Until complete , Mind Map was input the additional points that they were the part of concerned factors in our work to identify Oversight Organizations , such as Competitors , Media Technology , Government Policy , Social Society and other entities that may add constraints to how the organization operates . Mind Map graphic was a good tool that everyone could imagine from front - stage to back - stage view and easy to explain linkage in the workflow . Insight & Approach Not only Little Red Riding Hood survived from Wolf , but also we have received the good exercise from this session to learn and understand our current workflow . It was demonstrated for the point of potential gaps including getting the potential actions to be proactive , to be better than we worked as defensive , we had agreed to review the submitted daily rollout every 2 hours before over due date , in the other hands , we received the understanding of the problem from different views from bottom - up ( Operational Staff ) not only from middle - level and Top - down approach , we worked to find out the possible solution , we were more clear for definition from our problems / cases . The Mind Map graphic was demonstrated the diverse group of stakeholders a focal point for discussion shared our perspectives and develop insights into potential root causes of their problems . Last but not least , the more thinking together , the more solutions we get . The lists of feedback have input in the rollout project that we have believed that our result should be reflected for the good outcome . We think it is the powerful visualization activity brought to develop and extend scope to handle another one . We strongly believe if we follow a series of design thinking activities , we will achieve our goal and I recognize that “ We will never walk alone ” .