Sample Reflection: Mind Mapping      Challenge    I am the head of the IT solutions department of an organization in the health insurance

sector, the challenge is to provide an IT tool that allows the organization's users to be able to

manage the complaints, claims and requests of our clients through the different processes in

order to provide an efficient solution that allows us to clearly identify which are the

opportunities for improvement that we have as a company to reduce complaints and claims

from our customers.    Because the company is going through a critical moment at a financial level, this solution

should not represent high investments of money, so thinking about a world-class CRM

solution is not an option, additionally due to the particularity of our business it is they would

require making several customizations to the software which would translate into greater

investments of money without counting on the future dependence of a support and

maintenance contract.    This solution is urgently required due to the high rate of complaints and claims that are being

presented and of which the company does not have a clarity of the causes that originate

them and how it can guide customers to provide them with a satisfactory response in a first

contact.    We will focus on identifying which are the functionalities that our minimum viable product

must have to carry out an internal development that allows for early victories, generating

value for the organization in terms of process efficiency and generation of information for

decision-making.    Selection    Due to the number of processes involved and the different stakeholders in the project, with

different approaches and visions about what it should contain and prioritize in the

construction of the software, we have decided to test the mind map tool to capture and

represent the minds of our clients , thus identifying relationships between the needs of some

and others, cataloging needs between mandatory and desired.      Application    For the elaboration of our mental map, the first thing we defined was who should be the

users whom we should invite to our work sessions, for that we identified personnel from the

different processes involved in the attention of the complaints, claims and requests of our

clients, taking into account not only involving management levels but also middle

management and direct customer service. Once this group of 30 people had been defined,

the first work session was carried out in which the design tool was made known, then we

divided them into 2 groups of 15 people and an approach to this was made with each of

them. By applying it to a simple example of everyday life in separate rooms, the two teams

then presented the results to the other team. The next day we had the second session in

which the whole group was already starting the application of the mind mapping tool on the

challenge of building the software, the people then began to identify the functionalities, I

served as a moderator and other people from My team collected the post-its to place them

on the consolidating board according to the identified themes and the ideas raised.Finally

and once the consensus of their location was reached, another member of my team began

to draw our mental map and to the extent that graphically, relationships were emerging that

were identified by the users themselves. Finally, the final mental map was reached, which

was approved by everyone and with this the route plan of the sprints that should be carried

out for the implementation of the software was defined.    Insight    As a result of the application of the mind mapping tool, we were able with our work team to

identify the functionalities that we should consider in our first version of the software for the

management of complaints, claims and requests from our clients. A consensus was reached

with The different stakeholders in the project on these functionalities, additionally,

relationships were found that allowed consolidating several needs of different processes into

one by identifying in many cases that it was the same requirement with some small

variations. Additionally, a vision of the scope of the project was generated that was easily

communicable to senior management.    In some cases, some functionalities that as a team we had assumed were part of the first

version were classified as low priority by users because the processes did not have the

logistics to implement them in their day to day and additionally they do not add as much

value as other functionalities.    Approach    Due to the successful result we had with this tool, we are reviewing its incorporation into the

methodological framework of our requirements survey process, even other departments

other than technology have begun to show interest in its application. The people who

participated in this exercise were able to see for the first time how everyone's ideas were

articulated in a natural way within a tool, it was not felt that those who had more hierarchy

within the organization imposed their requirements on others, but rather the tool itself was

guiding the prioritization process.


Sample Reflection : Mind Mapping Challenge I am the head of the IT solutions department of an organization in the health insurance sector , the challenge is to provide an IT tool that allows the organization 's users to be able to manage the complaints , claims and requests of our clients through the different processes in order to provide an efficient solution that allows us to clearly identify which are the opportunities for improvement that we have as a company to reduce complaints and claims from our customers . Because the company is going through a critical moment at a financial level , this solution should not represent high investments of money , so thinking about a world - class CRM solution is not an option , additionally due to the particularity of our business it is they would require making several customizations to the software which would translate into greater investments of money without counting on the future dependence of a support and maintenance contract . This solution is urgently required due to the high rate of complaints and claims that are being presented and of which the company does not have a clarity of the causes that originate them and how it can guide customers to provide them with a satisfactory response in a first contact . We will focus on identifying which are the functionalities that our minimum viable product must have to carry out an internal development that allows for early victories , generating value for the organization in terms of process efficiency and generation of information for decision - making . Selection Due to the number of processes involved and the different stakeholders in the project , with different approaches and visions about what it should contain and prioritize in the construction of the software , we have decided to test the mind map tool to capture and represent the minds of our clients , thus identifying relationships between the needs of some and others , cataloging needs between mandatory and desired . Application For the elaboration of our mental map , the first thing we defined was who should be the users whom we should invite to our work sessions , for that we identified personnel from the different processes involved in the attention of the complaints , claims and requests of our clients , taking into account not only involving management levels but also middle management and direct customer service . Once this group of 30 people had been defined , the first work session was carried out in which the design tool was made known , then we divided them into 2 groups of 15 people and an approach to this was made with each of them . By applying it to a simple example of everyday life in separate rooms , the two teams then presented the results to the other team . The next day we had the second session in which the whole group was already starting the application of the mind mapping tool on the challenge of building the software , the people then began to identify the functionalities , I served as a moderator and other people from My team collected the post - its to place them on the consolidating board according to the identified themes and the ideas raised . Finally and once the consensus of their location was reached , another member of my team began to draw our mental map and to the extent that graphically , relationships were emerging that were identified by the users themselves . Finally , the final mental map was reached , which was approved by everyone and with this the route plan of the sprints that should be carried out for the implementation of the software was defined . Insight As a result of the application of the mind mapping tool , we were able with our work team to identify the functionalities that we should consider in our first version of the software for the management of complaints , claims and requests from our clients . A consensus was reached with The different stakeholders in the project on these functionalities , additionally , relationships were found that allowed consolidating several needs of different processes into one by identifying in many cases that it was the same requirement with some small variations . Additionally , a vision of the scope of the project was generated that was easily communicable to senior management . In some cases , some functionalities that as a team we had assumed were part of the first version were classified as low priority by users because the processes did not have the logistics to implement them in their day to day and additionally they do not add as much value as other functionalities . Approach Due to the successful result we had with this tool , we are reviewing its incorporation into the methodological framework of our requirements survey process , even other departments other than technology have begun to show interest in its application . The people who participated in this exercise were able to see for the first time how everyone 's ideas were articulated in a natural way within a tool , it was not felt that those who had more hierarchy within the organization imposed their requirements on others , but rather the tool itself was guiding the prioritization process .