Mind Mapping Reflection Exercise    Challenge:     There has been a complex problem in the environment I work in South Sudan. An area  that is quite dangerous as well as hazardous due to the prevailing armed conflict among  impatient and unreasonable belligerents. The conflict has also created a significant space  for opportunistic violent crimes affecting all employees both from the local community as  well as expatriates. More concerning however, is the fact that the locals are more exposed  in their various communities/residences to the violence than the expatriates who resided  and worked in secure and protected facilities.     The effect of the violence is further felt – due to the breakdown of law and order and more  importantly due to the fact that there was very poor security/police response to support  locals screaming for help/support to a pre – established Call Centre with a response force  especially during criminal attacks targeting them. Unfortunately, the effectiveness and  efficiency of the response force was very low due to limitations in manpower, weapons,  police response force had no zeal to support calls for help simply due to the little wages  they received, residences of locals were widespread and even in non – accessible areas,  amongst a host of other issues.     Selection:     Due to the complexities involved, this problem was classified as a unique “wicked” problem  as against the “tame” linear and easily resolved problems. As such it required a broader  and more human (or user) centric approach. With a view to gathering data, the  ethnography process was used – we dug deep into understanding the needs, wishes and  behaviors of the users as well as other stakeholders; that is the locals, police, drivers,  weapon suppliers, Government civil contractors etc.     This revealed the utmost need to expand the problem and innovate the entire business  model. The journey mapping was used to specifically address issues by digging deep into  the problem. Journals were handed over to interviewees for a period of a week.  Subsequently, in an effort to develop the data collected into insights – the mind mapping  tool was used. This was clearly because – we required the involvement of a broad  spectrum of stakeholders in a process that distills the data into insights. It was intuitive  and as visual as possible to ensure ideas and some criteria are generated into the “what  if”.     Application/Insight:

In my application phase, I made sure I gathered all data, identified a large spacious area  and more so scheduled date and time for all stakeholders to be present. An incentive was  given to all 25 stakeholders – to ensure buy in from their very busy schedules. The data  included valid concerns of the emergency response and huge expectations by the locals.  Much of the data (on quick examination) may have been quickly thrown in the trash – due  to its probable non – feasibility. We immersed ourselves in the problem and selected the  good and the “currently un-usable” stuff. Stakeholders were able to connect themes into  clusters while also not trashing “outliers”.     Thereafter, we had to ask ourselves – so what? For example – one of the data gathered  revealed that there were ethnic divisions that limited response by certain police  deployments to certain areas. An interviewee had wished that this division ceased. In  another, a local had a strong opinion that the police response force were the actual  criminals. We asked – so what? And we used such questions to develop insights. For  example – if there were actual criminals – then we needed to ensure actions were taken  to rid the response force of perpetrators if confirmed and more so ensure an in-depth  training is conducted. More so, the provision of incentives and increment of wages were  clear insights. A set of basic design criteria was thereafter developed.      Approach:     I realized that there could have been much more data that I could have gained from paying  more attention to the “what is” step – especially by considering more time for such  ethnographic surveys. Consideration could have been given to a competent company with  experience in collecting such data for in-depth results. As such data collected forms the  foundation for the mind mapping tool. More so, clear guidance was not properly given to  the stakeholders on the development of the conditions the solutions must meet or satisfy  in order to resolve the problem. It was a great learning time as I decided to stay in the  question and dig deeper – rather than proceeding to the next stage of the “what ifs”.


Mind Mapping Reflection Exercise Challenge : There has been a complex problem in the environment I work in South Sudan . An area that is quite dangerous as well as hazardous due to the prevailing armed conflict among impatient and unreasonable belligerents . The conflict has also created a significant space for opportunistic violent crimes affecting all employees both from the local community as well as expatriates . More concerning however , is the fact that the locals are more exposed in their various communities / residences to the violence than the expatriates who resided and worked in secure and protected facilities . The effect of the violence is further felt – due to the breakdown of law and order and more importantly due to the fact that there was very poor security / police response to support locals screaming for help / support to a pre – established Call Centre with a response force especially during criminal attacks targeting them . Unfortunately , the effectiveness and efficiency of the response force was very low due to limitations in manpower , weapons , police response force had no zeal to support calls for help simply due to the little wages they received , residences of locals were widespread and even in non – accessible areas , amongst a host of other issues . Selection : Due to the complexities involved , this problem was classified as a unique “ wicked ” problem as against the “ tame ” linear and easily resolved problems . As such it required a broader and more human ( or user ) centric approach . With a view to gathering data , the ethnography process was used – we dug deep into understanding the needs , wishes and behaviors of the users as well as other stakeholders ; that is the locals , police , drivers , weapon suppliers , Government civil contractors etc . This revealed the utmost need to expand the problem and innovate the entire business model . The journey mapping was used to specifically address issues by digging deep into the problem . Journals were handed over to interviewees for a period of a week . Subsequently , in an effort to develop the data collected into insights – the mind mapping tool was used . This was clearly because – we required the involvement of a broad spectrum of stakeholders in a process that distills the data into insights . It was intuitive and as visual as possible to ensure ideas and some criteria are generated into the “ what if ” . Application / Insight : In my application phase , I made sure I gathered all data , identified a large spacious area and more so scheduled date and time for all stakeholders to be present . An incentive was given to all 25 stakeholders – to ensure buy in from their very busy schedules . The data included valid concerns of the emergency response and huge expectations by the locals . Much of the data ( on quick examination ) may have been quickly thrown in the trash – due to its probable non – feasibility . We immersed ourselves in the problem and selected the good and the “ currently un - usable ” stuff . Stakeholders were able to connect themes into clusters while also not trashing “ outliers ” . Thereafter , we had to ask ourselves – so what ? For example – one of the data gathered revealed that there were ethnic divisions that limited response by certain police deployments to certain areas . An interviewee had wished that this division ceased . In another , a local had a strong opinion that the police response force were the actual criminals . We asked – so what ? And we used such questions to develop insights . For example – if there were actual criminals – then we needed to ensure actions were taken to rid the response force of perpetrators if confirmed and more so ensure an in - depth training is conducted . More so , the provision of incentives and increment of wages were clear insights . A set of basic design criteria was thereafter developed . Approach : I realized that there could have been much more data that I could have gained from paying more attention to the “ what is ” step – especially by considering more time for such ethnographic surveys . Consideration could have been given to a competent company with experience in collecting such data for in - depth results . As such data collected forms the foundation for the mind mapping tool . More so , clear guidance was not properly given to the stakeholders on the development of the conditions the solutions must meet or satisfy in order to resolve the problem . It was a great learning time as I decided to stay in the question and dig deeper – rather than proceeding to the next stage of the “ what ifs ” .