Reflection- Learning Launch

Challenge     Covid has had a great impact on the social and economic globally, people have been  left vulnerable both Mentally and Physically. One of the state governments in India  wanted to provide free tele-mental health counselling to all its residents.     This noble initiative had its own set of challenges,

1. Time to market- was of the essence because each passing day meant more

people were impacted by the situation

2. Lack of Infrastructure- Lack of infrastructure to build and scale a centrally

monitored contact center

Selection    Since time was of essence we had to quickly make a winning plan and so I chose  the Learning Launches tools to quickly devise a process around this challenge.     Application    Since time was of essence we didn’t take the approach of setting up a helpline and  wait for the residents to call, instead we onboarded a team of 5 Mental Health  counsellors and started making calls to patients admitted in the Covid Care centers.     We used this process to identify if residents are

1. Open to receiving mental health support  2. What are the standard operating procedures ( Average call handling time,

escalation matrix etc..)

We hosted virtual standups at the end of every day to discuss the calls from each of  the counsellors. This process was followed for a week.

Insight     The insights from this 1 week quick exercise disrupted our assumptions in a big way.    The key findings were:

1. People are open to receiving help and thanked the government for the

initiative

2. The state residents spoke 15-16 different dialects.

What changed after the exercise:

1. Language is key in Tele- mental health counselling and here the residents

spoke 15-16 different dialects, this meant we had to have Mental health  counsellors from each district

2. To accommodate counsellors from different district we scrapped the idea of

Central contact center and opted a virtual contact center model, subscribed to  a SaaS IVRS and CRM application to run and manage the virtual contact  center

Residents call on cloud telephony backed toll free number that will be directed to  counsellors from across the state. All counsellors are now given mobile applications  to receive calls, record responses and interact with seniors and officials for  escalations.    Approach    The learning launch tool not only helped me in testing the waters but also helped in  assessing the market and tweaking the model early to WIN.     From what was just an idea we were able to build a scalable process in a record time  using the Learning Launch tool.This has definitely changed the way I approach any  opportunity in my personal and professional life.    Also, this project allowed me to interact with stakeholders from different backgrounds  ( Education and Social) this has made me realise how Visualization tool can help me  communicate to success amongst stakeholders from diverse backgrounds.    Going ahead Design thinking is going to play a crucial role in dealing all  Opportunities life throws at me.


Reflection- Learning Launch Challenge Covid has had a great impact on the social and economic globally , people have been left vulnerable both Mentally and Physically . One of the state governments in India wanted to provide free tele - mental health counselling to all its residents . This noble initiative had its own set of challenges , 1 . Time to market- was of the essence because each passing day meant more people were impacted by the situation 2 . Lack of Infrastructure- Lack of infrastructure to build and scale a centrally monitored contact center Selection Since time was of essence we had to quickly make a winning plan and so I chose the Learning Launches tools to quickly devise a process around this challenge . Application Since time was of essence we did n’t take the approach of setting up a helpline and wait for the residents to call , instead we onboarded a team of 5 Mental Health counsellors and started making calls to patients admitted in the Covid Care centers . We used this process to identify if residents are 1 . Open to receiving mental health support 2 . What are the standard operating procedures ( Average call handling time , escalation matrix etc .. ) We hosted virtual standups at the end of every day to discuss the calls from each of the counsellors . This process was followed for a week . Insight The insights from this 1 week quick exercise disrupted our assumptions in a big way . The key findings were : 1 . People are open to receiving help and thanked the government for the initiative 2 . The state residents spoke 15 - 16 different dialects . What changed after the exercise : 1 . Language is key in Tele- mental health counselling and here the residents spoke 15 - 16 different dialects , this meant we had to have Mental health counsellors from each district 2 . To accommodate counsellors from different district we scrapped the idea of Central contact center and opted a virtual contact center model , subscribed to a SaaS IVRS and CRM application to run and manage the virtual contact center Residents call on cloud telephony backed toll free number that will be directed to counsellors from across the state . All counsellors are now given mobile applications to receive calls , record responses and interact with seniors and officials for escalations . Approach The learning launch tool not only helped me in testing the waters but also helped in assessing the market and tweaking the model early to WIN . From what was just an idea we were able to build a scalable process in a record time using the Learning Launch tool . This has definitely changed the way I approach any opportunity in my personal and professional life . Also , this project allowed me to interact with stakeholders from different backgrounds ( Education and Social ) this has made me realise how Visualization tool can help me communicate to success amongst stakeholders from diverse backgrounds . Going ahead Design thinking is going to play a crucial role in dealing all Opportunities life throws at me .