Visualization

Challenges:

An organization that has an application online, the application acts as a middle man in delivering food  from the restaurant to the consumer. They approached me as their rating was getting low. I was tasked  to find a root cause as well as a possible solution to improve the rating of the application, For this  reason, I took the help of the Visualization tool. The week 1 video that was based on the Visualization  tool helped me in choosing this tool to find a possible solution to the problem. This tool works on the  principle of drawing and visual representation and I knew that to convey my message it’s much better if  I take the help of drawings and videos as through that I be able to better convey my solution and the  organization be able to better understand what I want to convey to them.

Application:

The first thing I did was that I put up a survey form in which I asked multiple questions from random  customers such as, what issues they face while using the application? If they have any possible solution  or what feature they suggest should be added to make it better? Is the application user-friendly if not  please suggest any suitable changes? The reviews that I got from the customers I wrote them down.  Moreover, I also had video reviews from random people who have or had used the application and  asked them what they think about it. After that I got hold of a bunch of people who never used the  application and made them use the application for a period of 1 week and whatever issues they faced  while using the application, I jotted them down separately. The main problem was the lack of  experienced customer care agents as users complained that the agents were not good enough. After  this I checked the training of the new agents checked for how many days they are being trained for  before they go the life and I found out that they were only trained for 1 week. Also, I interviewed  multiple agents asked them the issue that they been facing. After getting the valuable information, I  talked with the person who trains the new agents and told them to train one batch for a period of 2  weeks, and then I studied that batch when they went live and noted down their performances.

After I got the necessary data I made a PowerPoint presentation in which I graphically wrote all the  reviews as well as the video reviews that I gathered and then presented it to the managers of the  organization. Circling the reviews on the PowerPoint presentation that were being repeated and  focusing it on that. Secondly, I made a side by side comparison of the batch that was trained for 2 weeks  with the ones who were only trained for 1 week. I compared their performances; I compared the  reviews that a 2 week trained agent received with the one who only got trained for 1 week. Then  keeping the 2 week trained agents score, I simulated the rating of the application if the training period is  changed to 2 weeks for the rest of the agents.

The visualization tool was quite effective as it helped me convince the managers that a more proper  training time period should be given to the agents for them to work more professionally and to fulfill the  needs of the users easily and effectively.

Insight & Approach:

The insight that I learned from using this tool was immense. It not only helped me find a suitable  solution to the problem but for me to explain the issue and the solution, the visual effects proved to be  quite vital. The video reviews that I used and the graphics, in general, helped me a lot in proving a point  to the managers. What I learned from visualization is that the audience tends to focus on it even more  as compared to none visual tools being used as the pictures, graphics, symbols are more appealing to  the eye and a person and convey his or her message quite easily and effectively.  The video reviews  helped me a lot. As when I saw them I was able to more broadly see the reviews better understand the  reviews and those reviews felt quite genuine. Furthermore, when I was working on my challenge I  realized that design thinking is quite helpful as it felt like a puzzle and I just had to put the right pieces at  the right place and design thinking proved to be the guide to do that.

In the future, if I was given a task I will definitely use a visualization tool as I realized that for the  audience to better understand visualization helps a lot. Also, visualization helped me in finding a  solution too as when I saw the video reviews as well as when I saw the training routine and talked with  the agents, I was able to determine a pattern and then one thing led to another.


Visualization Challenges : An organization that has an application online , the application acts as a middle man in delivering food from the restaurant to the consumer . They approached me as their rating was getting low . I was tasked to find a root cause as well as a possible solution to improve the rating of the application , For this reason , I took the help of the Visualization tool . The week 1 video that was based on the Visualization tool helped me in choosing this tool to find a possible solution to the problem . This tool works on the principle of drawing and visual representation and I knew that to convey my message it ’s much better if I take the help of drawings and videos as through that I be able to better convey my solution and the organization be able to better understand what I want to convey to them . Application : The first thing I did was that I put up a survey form in which I asked multiple questions from random customers such as , what issues they face while using the application ? If they have any possible solution or what feature they suggest should be added to make it better ? Is the application user - friendly if not please suggest any suitable changes ? The reviews that I got from the customers I wrote them down . Moreover , I also had video reviews from random people who have or had used the application and asked them what they think about it . After that I got hold of a bunch of people who never used the application and made them use the application for a period of 1 week and whatever issues they faced while using the application , I jotted them down separately . The main problem was the lack of experienced customer care agents as users complained that the agents were not good enough . After this I checked the training of the new agents checked for how many days they are being trained for before they go the life and I found out that they were only trained for 1 week . Also , I interviewed multiple agents asked them the issue that they been facing . After getting the valuable information , I talked with the person who trains the new agents and told them to train one batch for a period of 2 weeks , and then I studied that batch when they went live and noted down their performances . After I got the necessary data I made a PowerPoint presentation in which I graphically wrote all the reviews as well as the video reviews that I gathered and then presented it to the managers of the organization . Circling the reviews on the PowerPoint presentation that were being repeated and focusing it on that . Secondly , I made a side by side comparison of the batch that was trained for 2 weeks with the ones who were only trained for 1 week . I compared their performances ; I compared the reviews that a 2 week trained agent received with the one who only got trained for 1 week . Then keeping the 2 week trained agents score , I simulated the rating of the application if the training period is changed to 2 weeks for the rest of the agents . The visualization tool was quite effective as it helped me convince the managers that a more proper training time period should be given to the agents for them to work more professionally and to fulfill the needs of the users easily and effectively . Insight & Approach : The insight that I learned from using this tool was immense . It not only helped me find a suitable solution to the problem but for me to explain the issue and the solution , the visual effects proved to be quite vital . The video reviews that I used and the graphics , in general , helped me a lot in proving a point to the managers . What I learned from visualization is that the audience tends to focus on it even more as compared to none visual tools being used as the pictures , graphics , symbols are more appealing to the eye and a person and convey his or her message quite easily and effectively . The video reviews helped me a lot . As when I saw them I was able to more broadly see the reviews better understand the reviews and those reviews felt quite genuine . Furthermore , when I was working on my challenge I realized that design thinking is quite helpful as it felt like a puzzle and I just had to put the right pieces at the right place and design thinking proved to be the guide to do that . In the future , if I was given a task I will definitely use a visualization tool as I realized that for the audience to better understand visualization helps a lot . Also , visualization helped me in finding a solution too as when I saw the video reviews as well as when I saw the training routine and talked with the agents , I was able to determine a pattern and then one thing led to another .