STORYTELLING REFLECTION

Challenge & Selection

Storytelling is the tool that I use in most situations. It is a design tool that puts human beings and their  experience front and center. It’s like a catalyst or chemical reaction that masters at leveraging existing  resources to spark growth. I work in a bank and face different types of people belonging to different  societal levels at all times. Many of these people deal with oppression and dysfunction in every aspect of  their lives, hence, they need to be empowered and inspiration is a path to empowerment. The challenge  is how I will cope up with their experiences and put one’s shoe towards the other – hence, impose  empathy. Through storytelling, I get to know my clients and even my colleagues more. It’s like digging in  to further understand the business model. It should be noted though that it has to be a two-way approach  – sharing of information from the client, and giving in pieces of financial advise to them in return.

As a bank employee, it is very important to get to know your clients as part of Due Diligence – not just in  documents but to personally dig into the story of their lives if they will be open to do so. Storytelling is a  very ideal tool to do this. I use the information provided to develop different strategies to try and find a  way that works for them to gain more independence in the areas they find lacking in their lives. Through  this also, we’d be able to know their wants and needs, and further develop products with innovation and  competitive advantage to address those. I use their feedback against the context of my story to ascertain  their goals, and sometimes we use stories to better understand their interests and thought processes or  the business model in a macro level.

Application

I would like to share a story of personal encounter that I had with my client. I was once assigned to a  certain shop and had an encounter with retail clients. In discussing different product offerings with a retail  client, I was trying to explain to them the benefits of taking a more client focused approach, among other  things, and in particular, the value proposition of a product, its competitive edge among others, the cost  and financial benefits of it, etc. I was trying to explain to them the benefits of taking this product in a very  concise yet enticing manner. I was also very open in addressing the client’s query and answers them  directly.

To note, client was a regular one in our shop and took this opportunity to discuss the benefits of our  product, say loans, insurance, i.e. I even asked her if she want to have a cup of coffee before proceeding  with the discussion. Client felt so much at ease with me, and raised several questions and showed interest  in our discussion. Product offered entails a mutual benefit between us and client. After hours of casual  talk and engagement, client was enticed and decided to avail the product that we’re offering. Client has  actually decided of availing insurance product, as she realized that it is very much needed in this time of  pandemic. Many has lost their loved ones due to financial crisis and cannot afford to send them to  hospitals.

It is also important to note that in applying storytelling as a tool, customer segmentation, knowing your  audience to address their needs are very important factors to be considered. The front-stage/back-stage

approach helps to reinforce the notion that every service – even an internal service – has customers with  whom the service provider interacts and internal processes that enable the organization to provide the  service. In this case, the branch personnel are the client facing, and our product partners for the back  stage implementation.

Insight & Approach

What I have learned in this activity is that storytelling is a very practical approach in Design Thinking,  hence, can very much applied in workplace. It’s a means of putting one’s shoe with that of the client to  further understand their business model and/or current situation.

Storytelling is a realistic and upfront approach to see if an opportunity is big and obvious, that we can  discuss, further elaborate, and offer products that will address the client’s needs. Through the above  scenario, I was able to learn new things from the client and at the same time I was able to help them in a  way or approach that’s very empathic. It is important for reinforcing their understanding of the problem  they are working to solve, the more valuable aspect of the activity is the shared insights and shared  learning that occurs while they are working to define their problem space.

I have also realized that the approach is very important to reach out to the client and to further understand  their situation. It is a mutually beneficial approach to meet both end’s goals. Will continuously use this  storytelling approach as I know for a fact that this can greatly help me in the industry where I am in.  Grateful for all the learnings in this online discussion!


STORYTELLING REFLECTION Challenge & Selection Storytelling is the tool that I use in most situations . It is a design tool that puts human beings and their experience front and center . It ’s like a catalyst or chemical reaction that masters at leveraging existing resources to spark growth . I work in a bank and face different types of people belonging to different societal levels at all times . Many of these people deal with oppression and dysfunction in every aspect of their lives , hence , they need to be empowered and inspiration is a path to empowerment . The challenge is how I will cope up with their experiences and put one ’s shoe towards the other – hence , impose empathy . Through storytelling , I get to know my clients and even my colleagues more . It ’s like digging in to further understand the business model . It should be noted though that it has to be a two - way approach – sharing of information from the client , and giving in pieces of financial advise to them in return . As a bank employee , it is very important to get to know your clients as part of Due Diligence – not just in documents but to personally dig into the story of their lives if they will be open to do so . Storytelling is a very ideal tool to do this . I use the information provided to develop different strategies to try and find a way that works for them to gain more independence in the areas they find lacking in their lives . Through this also , we ’d be able to know their wants and needs , and further develop products with innovation and competitive advantage to address those . I use their feedback against the context of my story to ascertain their goals , and sometimes we use stories to better understand their interests and thought processes or the business model in a macro level . Application I would like to share a story of personal encounter that I had with my client . I was once assigned to a certain shop and had an encounter with retail clients . In discussing different product offerings with a retail client , I was trying to explain to them the benefits of taking a more client focused approach , among other things , and in particular , the value proposition of a product , its competitive edge among others , the cost and financial benefits of it , etc . I was trying to explain to them the benefits of taking this product in a very concise yet enticing manner . I was also very open in addressing the client ’s query and answers them directly . To note , client was a regular one in our shop and took this opportunity to discuss the benefits of our product , say loans , insurance , i.e. I even asked her if she want to have a cup of coffee before proceeding with the discussion . Client felt so much at ease with me , and raised several questions and showed interest in our discussion . Product offered entails a mutual benefit between us and client . After hours of casual talk and engagement , client was enticed and decided to avail the product that we ’re offering . Client has actually decided of availing insurance product , as she realized that it is very much needed in this time of pandemic . Many has lost their loved ones due to financial crisis and can not afford to send them to hospitals . It is also important to note that in applying storytelling as a tool , customer segmentation , knowing your audience to address their needs are very important factors to be considered . The front - stage / back - stage approach helps to reinforce the notion that every service – even an internal service – has customers with whom the service provider interacts and internal processes that enable the organization to provide the service . In this case , the branch personnel are the client facing , and our product partners for the back stage implementation . Insight & Approach What I have learned in this activity is that storytelling is a very practical approach in Design Thinking , hence , can very much applied in workplace . It ’s a means of putting one ’s shoe with that of the client to further understand their business model and/or current situation . Storytelling is a realistic and upfront approach to see if an opportunity is big and obvious , that we can discuss , further elaborate , and offer products that will address the client ’s needs . Through the above scenario , I was able to learn new things from the client and at the same time I was able to help them in a way or approach that ’s very empathic . It is important for reinforcing their understanding of the problem they are working to solve , the more valuable aspect of the activity is the shared insights and shared learning that occurs while they are working to define their problem space . I have also realized that the approach is very important to reach out to the client and to further understand their situation . It is a mutually beneficial approach to meet both end ’s goals . Will continuously use this storytelling approach as I know for a fact that this can greatly help me in the industry where I am in . Grateful for all the learnings in this online discussion !