Barbie Refaat

OTP 215

Design Thinking for Innovation

1. Challenge: Describe your challenge, including all relevant information.

My functions include preparing loan documents for client signature and reviewing

accounts and preparing them for loan release. There are quotas our team needs to reach

monthly and annually in terms of loan amount. Aside from the quotas, there are also

reports that need to be done within the month. The challenge here is how to avoid bulk

transactions during month end, especially if majority of these accounts are from out of

town.

The market is divided according to referral: Branches, Developers / Brokers, or Direct

Usually the accounts that take much time in documentation and booking come from out

of town branches/developers since it can take more than two days to process or deliver

the documents for signature or notarization. It can also be a challenge when some

documents have lacking signatures or lacking requirements. The main challenge is how

to make work faster and avoid bulk transactions during month end to ensure better

efficiency.

This challenge is more of an internal challenge, but will then have a great impact to

customer experience.

2. Selection: In your own words, briefly describe the tool you selected (e.g., what it is and

why you selected it for your challenge -- including any appropriate video lecture

references).

The tool that I selected for my challenge is learning launch. It is a tool that turn ideas into

experiments in order to test a hypothesis. It is figuring out what the customers and the

organization need. It is to get the truth and then the truth either confirms or dis-confirms

your assumptions. A learning launch is a learning experiment conducted quickly and

cheaply to gather market-driven data.

3. Application: Describe how you applied the tool you selected to your challenge (e.g., what

you did and how the tool was applied effectively or ineffectively).

I applied learning launch tool by groupthink and gathering facts and data from our team,

as well as our partner branches, developers and brokers. The data gathered included

amount of work load, delays in transmitting of documents, lack of training and inconsistent

mode of communication upon follow up of account status. The tool gave us ideas on how

to document and book at a faster pace such as creating a database specific to each

branch or developer wherein it will serve as a tool for account updates, and shall also

include security protocols in order to protect privacy of the bank and its customers. The

database is then tested inside the organization and then tested by our business partners

to check if it can indeed solve our problems and if it will improve our processes.

4. Insight: Describe the insight you gained from applying the tool you selected to your

challenge (e.g., how an insight affected your thinking about the challenge and about

design thinking more broadly).

It is important to get the insights of the entire team to know the truth and to gather ideas.

Using the learning launch tool, we understand the team better, we challenge

assumptions, and redefine problems in an attempt to identify alternative strategies and

solutions which provides a solution-based approach to solving problems and overcoming

challenges, therefore we are able to innovate and create new technologies that can

improve efficiency.

5. Approach: Describe what you might do differently next time -- applying the same tool you

selected or a different one -- and the reason(s) why.

I would probably add or make use of other tools like visualization and mind mapping tool

since these would create a more effective way on finding out how to make work processes

easier and faster. Mind mapping can also be used to generate, visualize, structure, and

classify ideas to look for patterns and insights.


Barbie Refaat OTP 215 Design Thinking for Innovation 1 . Challenge : Describe your challenge , including all relevant information . My functions include preparing loan documents for client signature and reviewing accounts and preparing them for loan release . There are quotas our team needs to reach monthly and annually in terms of loan amount . Aside from the quotas , there are also reports that need to be done within the month . The challenge here is how to avoid bulk transactions during month end , especially if majority of these accounts are from out of town . The market is divided according to referral : Branches , Developers / Brokers , or Direct Usually the accounts that take much time in documentation and booking come from out of town branches / developers since it can take more than two days to process or deliver the documents for signature or notarization . It can also be a challenge when some documents have lacking signatures or lacking requirements . The main challenge is how to make work faster and avoid bulk transactions during month end to ensure better efficiency . This challenge is more of an internal challenge , but will then have a great impact to customer experience . 2 . Selection : In your own words , briefly describe the tool you selected ( e.g. , what it is and why you selected it for your challenge -- including any appropriate video lecture references ) . The tool that I selected for my challenge is learning launch . It is a tool that turn ideas into experiments in order to test a hypothesis . It is figuring out what the customers and the organization need . It is to get the truth and then the truth either confirms or dis - confirms your assumptions . A learning launch is a learning experiment conducted quickly and cheaply to gather market - driven data . 3 . Application : Describe how you applied the tool you selected to your challenge ( e.g. , what you did and how the tool was applied effectively or ineffectively ) . I applied learning launch tool by groupthink and gathering facts and data from our team , as well as our partner branches , developers and brokers . The data gathered included amount of work load , delays in transmitting of documents , lack of training and inconsistent mode of communication upon follow up of account status . The tool gave us ideas on how to document and book at a faster pace such as creating a database specific to each branch or developer wherein it will serve as a tool for account updates , and shall also include security protocols in order to protect privacy of the bank and its customers . The database is then tested inside the organization and then tested by our business partners to check if it can indeed solve our problems and if it will improve our processes . 4 . Insight : Describe the insight you gained from applying the tool you selected to your challenge ( e.g. , how an insight affected your thinking about the challenge and about design thinking more broadly ) . It is important to get the insights of the entire team to know the truth and to gather ideas . Using the learning launch tool , we understand the team better , we challenge assumptions , and redefine problems in an attempt to identify alternative strategies and solutions which provides a solution - based approach to solving problems and overcoming challenges , therefore we are able to innovate and create new technologies that can improve efficiency . 5 . Approach : Describe what you might do differently next time -- applying the same tool you selected or a different one -- and the reason(s ) why . I would probably add or make use of other tools like visualization and mind mapping tool since these would create a more effective way on finding out how to make work processes easier and faster . Mind mapping can also be used to generate , visualize , structure , and classify ideas to look for patterns and insights .