Reflection – Mind Mapping

Challenge

According to a survey conducted in Lima-Peru in 2012, 53% of users of  telecommunications services (tv, mobile and internet) are not happy with the service  provided to them when filing a complaint. They state that there is an excessive delay in  resolving the claims they file with the operating company and towards OSIPTEL.

OSIPTEL, the public regulator of telecommunications services in Peru, states that there  are a large number of claims made by users and the most recurrent ones are for  improper charges, delays in cancellation of the service and in some cases the lack of  quality of it. In order for user complaints to be resolved in the short term, the innovation  team of the entity, of which I am a part, was asked to think of a strategy that helps to  thoroughly understand the problems that users have when filing their claims and  thereby seek a solution that benefits users of telecommunications services, the  regulatory entity and the operating companies.

Selection

The innovation team selected the Mind Mapping tool in order to visually and creatively  search for patterns and perceptions in users of telecommunications services as well as  Osiptel and operating companies.

Several meetings were coordinated with the different teams in order to gather as much  information as possible about user discontents and problems when making a complaint,  and with the help of the tool, generate different approaches to the problem that will  help us find possible solutions to existing problems.

Application

The tool was effectively implemented through different interactive virtual meetings,  where the innovation team and complaints care team of Osiptel, operating companies  and some users of telecommunications services participated.

The innovation team managed to gather a lot of information and know different  approaches to the problem, which were organized visually and creatively through a mind  map.

Insight & Approach

A lot of information was obtained from the meetings with the different teams that  allowed us to identify some possible innovative solutions.

The insights we gained when applying the Mind Mapping tool were grouped as follows:

• The process of solving Osiptel user complaints has deficiencies, some activities

are carried out manually, resulting in delays in their attention.

• There is limited interoperability between Osiptel, operating companies and

users.

• The mandatory response times to resolve user’s claims are too long.

The Brainstorming tool may have been developed with the different teams, but we  considered that the Mind Mapping tool helped us sort all the information we obtained  from different sources, such as the regulator's survey of users, the issues that operators  identified when resolving claims, the flow that exists when the claim is derived to the  regulatory body and what the user thinks of the whole process.

We will continue to apply the Design thinking process, following the generation of design  criteria that will help us improve user’s experience with the claims filing system.


Reflection – Mind Mapping Challenge According to a survey conducted in Lima - Peru in 2012 , 53 % of users of telecommunications services ( tv , mobile and internet ) are not happy with the service provided to them when filing a complaint . They state that there is an excessive delay in resolving the claims they file with the operating company and towards OSIPTEL . OSIPTEL , the public regulator of telecommunications services in Peru , states that there are a large number of claims made by users and the most recurrent ones are for improper charges , delays in cancellation of the service and in some cases the lack of quality of it . In order for user complaints to be resolved in the short term , the innovation team of the entity , of which I am a part , was asked to think of a strategy that helps to thoroughly understand the problems that users have when filing their claims and thereby seek a solution that benefits users of telecommunications services , the regulatory entity and the operating companies . Selection The innovation team selected the Mind Mapping tool in order to visually and creatively search for patterns and perceptions in users of telecommunications services as well as Osiptel and operating companies . Several meetings were coordinated with the different teams in order to gather as much information as possible about user discontents and problems when making a complaint , and with the help of the tool , generate different approaches to the problem that will help us find possible solutions to existing problems . Application The tool was effectively implemented through different interactive virtual meetings , where the innovation team and complaints care team of Osiptel , operating companies and some users of telecommunications services participated . The innovation team managed to gather a lot of information and know different approaches to the problem , which were organized visually and creatively through a mind map . Insight & Approach A lot of information was obtained from the meetings with the different teams that allowed us to identify some possible innovative solutions . The insights we gained when applying the Mind Mapping tool were grouped as follows : • The process of solving Osiptel user complaints has deficiencies , some activities are carried out manually , resulting in delays in their attention . • There is limited interoperability between Osiptel , operating companies and users . • The mandatory response times to resolve user ’s claims are too long . The Brainstorming tool may have been developed with the different teams , but we considered that the Mind Mapping tool helped us sort all the information we obtained from different sources , such as the regulator 's survey of users , the issues that operators identified when resolving claims , the flow that exists when the claim is derived to the regulatory body and what the user thinks of the whole process . We will continue to apply the Design thinking process , following the generation of design criteria that will help us improve user ’s experience with the claims filing system .