Challenge    I have been working at Digital Product Management Department and responsible for  designing an ideal customer experience to our mobile applications. We have been carried  out a new project focused on re-designing the current experience of our customers living  abroad and are using our instant messaging mobile application.     Our challenge is to improve welcome experience of users and ensure to make them use our  product after downloading. Since the problem has been addressed that some of new users  do not sign-up after downloading the app.     In order to generate the best design solution, we give importance to crowd sourcing in our  project. So, the project team consists of 10 team members who are working at different  departments of the company, from technical and non-technical sides.    Selection    As most of the team members have not been involved in this kind of project carried out  through design thinking methodology before; I prefer to use tools of visualization in order to  build a good understanding of problem that we are trying to solve.     I created a research wall to display insights and all relevant research outputs in one place.  The visual aspect of the wall triggered idea generation and enabled project members to  better understand research insights. I usually use mind mapping tool in order to generate an  idea and represent concepts. It helps us to better analyze, comprehend, synthesize, recall  and generate new ideas.     Application    I started the process with determining the main purpose of our mind map and wrote it  down. In order to address main purpose; we focused on 4 questions. (What is? What if?  What wows? What works?) Our main concept was creating simple and easy sign-up/sign-in  process which is our main problem that we have been trying to work through.     Secondly, we added branches that will outline the most basic subtopics including a lot of  details, keywords and short phrases. While we were drawing our mind map, we used  images, shapes, different colored markers and steaky notes instead of the traditional box  shape.      For the activity, I gave the participants 10 min. free time in order to write the keywords and  their short phrases on their steaky notes on their own. Then we grouped all items on the  wall together with discussing. After that we repeated the same process for generating lower- level subtopics as well. And connected each of those to the corresponding subtopic.     In our first mind maps, the team members’ temptation was to write a complete phrase. But  after practicing and discussing about each phrase during categorization stage, we shortened

it to a single word/figure. So that our mind map became much more effective with brain  storming as well.     Insight & Approach    Visualization tools helped us better understanding the problem and create better-designed  solutions in our project. In order to design the solution, first we have to build a good  understanding of the problem that we are trying to solve.     This approach helped us build connections between different findings and understand the  bigger picture. At the beginning stage_ understanding the problem; we also used other  visualization tools such as personas and customer journey maps not only mind map indeed.     Mind mapping avoided dull, linear thinking, jogging our creativity and making note taking  fun. Mind mapping enabled our team members to learn faster, communicate more  efficiently and brainstorm more effectively.    With a mind map, project members also could see easily if their ideas were being recorded  accurately by the facilitator and how their ideas relate to previous comments shared by their  peers. As a result, participants could see the plan evolve thorough their input and share  additional thoughts that also get added into the evolving plan.    I will continue to use design thinking tools in our project for the upcoming stages as well. We  plan to get benefit from storytelling tool during design sprint and final presentation of  project.     We can use our insights to tell a story about who our users are, what they need and how we  will provide that. This story would make it easy for everyone involved in the project to  empathize with the users and ensure that their work matches the story.     To sum up; having a story throughout our project means marketing the design at the end of  the design process is also straightforward, as we already know exactly which story to tell to  show how our final design solution provides value.


Challenge I have been working at Digital Product Management Department and responsible for designing an ideal customer experience to our mobile applications . We have been carried out a new project focused on re - designing the current experience of our customers living abroad and are using our instant messaging mobile application . Our challenge is to improve welcome experience of users and ensure to make them use our product after downloading . Since the problem has been addressed that some of new users do not sign - up after downloading the app . In order to generate the best design solution , we give importance to crowd sourcing in our project . So , the project team consists of 10 team members who are working at different departments of the company , from technical and non - technical sides . Selection As most of the team members have not been involved in this kind of project carried out through design thinking methodology before ; I prefer to use tools of visualization in order to build a good understanding of problem that we are trying to solve . I created a research wall to display insights and all relevant research outputs in one place . The visual aspect of the wall triggered idea generation and enabled project members to better understand research insights . I usually use mind mapping tool in order to generate an idea and represent concepts . It helps us to better analyze , comprehend , synthesize , recall and generate new ideas . Application I started the process with determining the main purpose of our mind map and wrote it down . In order to address main purpose ; we focused on 4 questions . ( What is ? What if ? What wows ? What works ? ) Our main concept was creating simple and easy sign - up / sign - in process which is our main problem that we have been trying to work through . Secondly , we added branches that will outline the most basic subtopics including a lot of details , keywords and short phrases . While we were drawing our mind map , we used images , shapes , different colored markers and steaky notes instead of the traditional box shape . For the activity , I gave the participants 10 min . free time in order to write the keywords and their short phrases on their steaky notes on their own . Then we grouped all items on the wall together with discussing . After that we repeated the same process for generating lower- level subtopics as well . And connected each of those to the corresponding subtopic . In our first mind maps , the team members ’ temptation was to write a complete phrase . But after practicing and discussing about each phrase during categorization stage , we shortened it to a single word / figure . So that our mind map became much more effective with brain storming as well . Insight & Approach Visualization tools helped us better understanding the problem and create better - designed solutions in our project . In order to design the solution , first we have to build a good understanding of the problem that we are trying to solve . This approach helped us build connections between different findings and understand the bigger picture . At the beginning stage _ understanding the problem ; we also used other visualization tools such as personas and customer journey maps not only mind map indeed . Mind mapping avoided dull , linear thinking , jogging our creativity and making note taking fun . Mind mapping enabled our team members to learn faster , communicate more efficiently and brainstorm more effectively . With a mind map , project members also could see easily if their ideas were being recorded accurately by the facilitator and how their ideas relate to previous comments shared by their peers . As a result , participants could see the plan evolve thorough their input and share additional thoughts that also get added into the evolving plan . I will continue to use design thinking tools in our project for the upcoming stages as well . We plan to get benefit from storytelling tool during design sprint and final presentation of project . We can use our insights to tell a story about who our users are , what they need and how we will provide that . This story would make it easy for everyone involved in the project to empathize with the users and ensure that their work matches the story . To sum up ; having a story throughout our project means marketing the design at the end of the design process is also straightforward , as we already know exactly which story to tell to show how our final design solution provides value .