Challenge

I work in an environment that revolves around digital solutions. These digital solutions are created to give customers a seamless user experience, but creating or modifying these requires a good working knowledge of abstract processes. For example, the underlying design of a good payment flow in which enables the customer to seamlessly be identified by his/her bank, debit funds securely from his bank account, and provide alternate flows in case the payment fails which also require a logical method for securing inputs and properly managing the customer’s expectations. Understanding the underlying design would be a challenge if it were described verbally. This is where the visualization method would prove to be useful.

Selection

In my own understanding of the visualization tool in this module, its method to translate messages into diagrams and images. By relying on visual representations, we would be able to understand abstract concepts and the significant connections between them. I use this method in my daily work to aid myself in understanding the underlying design of the digital services I encounter, as well as communicating my understanding of such to my peers in collaborative sessions.

Application

This method was most useful when I was tasked to solve a production problem encountered in one of our online payment portals. In line with the overall objective of the organization where I am in, we have several enhancements with our technological platforms. One of which, is a facility that would automate reversal for a specific transaction. This said enhancement is intended to be used in case there are identified errors or failures during client actual payments.

My challenge in this initiative was the technology partner demanded that we should describe the specific conditions where this automated reversal facility will be used. At the time, I had a less than adequate knowledge of the payment portal’s underlying design, and was not able to provide the required conditions immediately. This prevented the partner from employing their solution.

To remedy this, I seeked out to our developers to provide inputs to a process map I created for my understanding. With enough inputs, I was able to create a detailed process map that show the detailed flow of events — for the happy flows and the error scenarios.

Learning this tool, I was able to collaborate with the technology partner to identify the specific conditions where the automated reversal endpoint will be needed, aiming for a good customer experience. I was even able to share snippets of my process flow to said partner to properly express the specific condition I was referring to. We’re now expecting this new design to be deployed by the partner in production soon.

Insight

I initially used the visualization tool as a self-learning tool, to better understand the design of specific processes. In time, and after improving my technique for creating visual process flows, I was able to use this tool to effectively express myself to others with minimal verbal effort. I find this most useful in meetings where I can simply show a slide of a process flow with minimal text, and focus my discussion points within that slide.

Approach

Although process flows may look standardized, I realized that certain types of process flows work best in certain situations. However, a simple process flows work best for short presentations or for audiences where a detailed description is unnecessary. It is now up to me to determine to gauge situations and apply the best way to visualize my ideas.


Challenge I work in an environment that revolves around digital solutions . These digital solutions are created to give customers a seamless user experience , but creating or modifying these requires a good working knowledge of abstract processes . For example , the underlying design of a good payment flow in which enables the customer to seamlessly be identified by his / her bank , debit funds securely from his bank account , and provide alternate flows in case the payment fails which also require a logical method for securing inputs and properly managing the customer ’s expectations . Understanding the underlying design would be a challenge if it were described verbally . This is where the visualization method would prove to be useful . Selection In my own understanding of the visualization tool in this module , its method to translate messages into diagrams and images . By relying on visual representations , we would be able to understand abstract concepts and the significant connections between them . I use this method in my daily work to aid myself in understanding the underlying design of the digital services I encounter , as well as communicating my understanding of such to my peers in collaborative sessions . Application This method was most useful when I was tasked to solve a production problem encountered in one of our online payment portals . In line with the overall objective of the organization where I am in , we have several enhancements with our technological platforms . One of which , is a facility that would automate reversal for a specific transaction . This said enhancement is intended to be used in case there are identified errors or failures during client actual payments . My challenge in this initiative was the technology partner demanded that we should describe the specific conditions where this automated reversal facility will be used . At the time , I had a less than adequate knowledge of the payment portal ’s underlying design , and was not able to provide the required conditions immediately . This prevented the partner from employing their solution . To remedy this , I seeked out to our developers to provide inputs to a process map I created for my understanding . With enough inputs , I was able to create a detailed process map that show the detailed flow of events — for the happy flows and the error scenarios . Learning this tool , I was able to collaborate with the technology partner to identify the specific conditions where the automated reversal endpoint will be needed , aiming for a good customer experience . I was even able to share snippets of my process flow to said partner to properly express the specific condition I was referring to . We ’re now expecting this new design to be deployed by the partner in production soon . Insight I initially used the visualization tool as a self - learning tool , to better understand the design of specific processes . In time , and after improving my technique for creating visual process flows , I was able to use this tool to effectively express myself to others with minimal verbal effort . I find this most useful in meetings where I can simply show a slide of a process flow with minimal text , and focus my discussion points within that slide . Approach Although process flows may look standardized , I realized that certain types of process flows work best in certain situations . However , a simple process flows work best for short presentations or for audiences where a detailed description is unnecessary . It is now up to me to determine to gauge situations and apply the best way to visualize my ideas .