Mind Mapping Tool

Challenge

I’m a Team Leader with 15 team members in Banking Sector.  My main responsibility is to service and  sell Banking products to customers.  Also, listen to their problems, needs, complains and try my best to  solve their problems  without breaching any bank’s compliance.  My  team has to deal with lots of  customers with different type / character and also many department within company. Our challenge is  to find the new process to servicing  external and internal customers .  But we may start with real  /external customers first.

Selection

After I watched video lecture about Design Thinking, I found one tool that may help my team find the  new process to solve and provide better service that suit my customers.    Mind mapping tool is the tool  that help user to find pattern and insight.  I has 500+ customers in my portfolio which are in different   industries, knowledge about financing , size of business  and also different size of capital.  I hope that  this may will help my team find some new ideals.

Application

We set up one meeting with all of our team members to discuss all information about our bank and our  customers in depth.  Team was separate into 2 group thinking about customer issues/needs with the  point of view of customer itself and also view of us as a service provider.  By using sticky notes, we can  gather all information and details.

Insight & Approach

After discussed and using Mind Mapping Tool, We found that the new process or products should have  the same basic fundamental issuses  which are:

1. Speed--  Customers need in time services  2. Condition -   Condition of service and product will have our service better than other bank and  make customers more satisfy.  3. Relationship -  this is one of the key issue of good service.  4. Value creation -  our service and product must provide value to their life and company.

With the limit of time, we found  4 basic customers needs which will be develop to be the better service.

This course and tools help us find the alternative way of thinking and we will apply tool and process  from this course  in all of our thinking process.


Mind Mapping Tool Challenge I ’m a Team Leader with 15 team members in Banking Sector . My main responsibility is to service and sell Banking products to customers . Also , listen to their problems , needs , complains and try my best to solve their problems without breaching any bank ’s compliance . My team has to deal with lots of customers with different type / character and also many department within company . Our challenge is to find the new process to servicing external and internal customers . But we may start with real /external customers first . Selection After I watched video lecture about Design Thinking , I found one tool that may help my team find the new process to solve and provide better service that suit my customers . Mind mapping tool is the tool that help user to find pattern and insight . I has 500 + customers in my portfolio which are in different industries , knowledge about financing , size of business and also different size of capital . I hope that this may will help my team find some new ideals . Application We set up one meeting with all of our team members to discuss all information about our bank and our customers in depth . Team was separate into 2 group thinking about customer issues / needs with the point of view of customer itself and also view of us as a service provider . By using sticky notes , we can gather all information and details . Insight & Approach After discussed and using Mind Mapping Tool , We found that the new process or products should have the same basic fundamental issuses which are : 1 . Speed-- Customers need in time services 2 . Condition - Condition of service and product will have our service better than other bank and make customers more satisfy . 3 . Relationship - this is one of the key issue of good service . 4 . Value creation - our service and product must provide value to their life and company . With the limit of time , we found 4 basic customers needs which will be develop to be the better service . This course and tools help us find the alternative way of thinking and we will apply tool and process from this course in all of our thinking process .