Mind Mapping    Challenge & Selection    I have selected the Mind Mapping tool.  I used this Mind Mapping tool  to identify the What Is for a new initiative within my organization.  This  initiative is for how customers will interact in the future with our  worldwide contact centers. As a note, this is my first attempt to use  Mind Mapping.    For this initiative, we used Mind Mapping Tool to look for and identify  patterns within the group’s ideas.  Secondly the Mind Mapping Tool  identified insights and these insights will bring out more innovative  solutions.  The Mind Mapping tool process starts with taking input  from qualitative data, customer stories / diaries, ethnographic  interview results or even output from projective techniques.      That data are then collected and fed into the Mind Mapping Tool  process.  This process will create the actual Mind Map and finally a  design criteria statement.  The design criteria statement asks, “If  anything were possible, what criteria would your new design meet?”   Then all of these artifacts are moved into the What If? Stage, where  we can continue the process of Design thinking.      Application  We started by meeting in a small office with a whiteboard.  We first  talked about the design challenge and I briefly discussed how we  would create the Mind Map. As input to our Mind Map, we used  qualitative data and customer stories. The qualitative data was sent  out prior to the meeting via email and we invited customers to the  meeting who could share their stories.    We took turns writing the “good stuff” from the data input on the white  board, not really paying attention to how things were grouped.  Next  we grouped into related clusters by erasing and re-writing the  thoughts in a single cluster.  From here, we stepped back from the  whiteboard and began to discover what implied by each cluster by

asking “So What?”  We wrote the answer to each “So What?” above  each cluster and then started to determine the relationships of  different clusters, drawing lines between them.  We did not create a  Design Criteria statement, but instead used the Mind Map as our  input into the “What If” portion of Design Thinking.      Insight & Approach  The biggest insight I had from performing a Mind Map is that this tool  helps make sense of the data.  We had so much data that came in  prior to stating with the tool, many insights from our customers and  vast amounts of qualitative data.  All these data seemed massive and  disparate until we started the grouping process.  Once we had  grouped them, we could begin to see the patterns and produce  meaningful insight.  I found that pulling in the customers to get their  input was extremely useful for discovering ideas we had not  considered.    Next time, I will use a Mind Mapping process more similar to the Yard  Sale approach outlined in the lecture.  Specifically, we worked in  groups through the whole process and the process outlined in the  lecture puts people in groups much later.  I think that approach avoids  any “heard mentality” thinking.


Mind Mapping Challenge & Selection I have selected the Mind Mapping tool . I used this Mind Mapping tool to identify the What Is for a new initiative within my organization . This initiative is for how customers will interact in the future with our worldwide contact centers . As a note , this is my first attempt to use Mind Mapping . For this initiative , we used Mind Mapping Tool to look for and identify patterns within the group ’s ideas . Secondly the Mind Mapping Tool identified insights and these insights will bring out more innovative solutions . The Mind Mapping tool process starts with taking input from qualitative data , customer stories / diaries , ethnographic interview results or even output from projective techniques . That data are then collected and fed into the Mind Mapping Tool process . This process will create the actual Mind Map and finally a design criteria statement . The design criteria statement asks , “ If anything were possible , what criteria would your new design meet ? ” Then all of these artifacts are moved into the What If ? Stage , where we can continue the process of Design thinking . Application We started by meeting in a small office with a whiteboard . We first talked about the design challenge and I briefly discussed how we would create the Mind Map . As input to our Mind Map , we used qualitative data and customer stories . The qualitative data was sent out prior to the meeting via email and we invited customers to the meeting who could share their stories . We took turns writing the “ good stuff ” from the data input on the white board , not really paying attention to how things were grouped . Next we grouped into related clusters by erasing and re - writing the thoughts in a single cluster . From here , we stepped back from the whiteboard and began to discover what implied by each cluster by asking “ So What ? ” We wrote the answer to each “ So What ? ” above each cluster and then started to determine the relationships of different clusters , drawing lines between them . We did not create a Design Criteria statement , but instead used the Mind Map as our input into the “ What If ” portion of Design Thinking . Insight & Approach The biggest insight I had from performing a Mind Map is that this tool helps make sense of the data . We had so much data that came in prior to stating with the tool , many insights from our customers and vast amounts of qualitative data . All these data seemed massive and disparate until we started the grouping process . Once we had grouped them , we could begin to see the patterns and produce meaningful insight . I found that pulling in the customers to get their input was extremely useful for discovering ideas we had not considered . Next time , I will use a Mind Mapping process more similar to the Yard Sale approach outlined in the lecture . Specifically , we worked in groups through the whole process and the process outlined in the lecture puts people in groups much later . I think that approach avoids any “ heard mentality ” thinking .