Challenge and Selection

In my department I am working with special need and over 65 years old. I choose to storytelling because  storytelling is a human activity for sharing experiences and values and it was as mentioned in the video  was always been in the business world. I wanted to use storytelling to find our special need and our  elderly population needs. What I liked about storytelling it generates lots of questions. When we use  storytelling techniques we can find the solution quicker than trying to implement different services and  policies for a long time. Since storytelling generates lots of questioning we can dive deep down and find  the solution quickly.

Application

To serve better to our special need over 65 years old customers I suggested to my team to use individual  approach rather than the “one fit all” approach. When I interviewed with different special need people, I  saw that everyone has a unique need even in that sub groups. As a company we are thinking that when  we have one special package we are serving customers; however, the interviews were eye opener for  me and my colleagues too.

As I mentioned before I have blind customer, as well as deaf and mentally challenged other than the  elderly population. Having a standard package for disabled people won’t help individual customer  needs. I would like to share one of the interview I did with a blind customer. When I ask more and more  question to my blind customer, he told me that how difficult for him to remember every detail in his  contract after a certain time.

Another story is coming from an elderly customer. Elderly customers are used to go the stores and ask  their questions and get help from a person. However, because of the Covid-19 elderly people had a  curfew and they could not go to stores. Then we realized that many of them get frustrated very easily  and want to give up their packages. Without the interviews we did not know they need more face to  face time. After the interview we offer them more face to face applications such as Zoom, Skype, and  Web Ex. One of my elderly customer felt so happy to see someone face to face, all her anxiety went  away and she was able to solve her problem without getting frustrated.

Insight& Approach

I think hearing different story from my customers my company realized it individual packages are  important for our customer satisfaction as well as the company’s uniqueness. For instance, for blind  customers we need Barilla application or contract, but for elderly population we need more face to face  time instead of just answering their questions on the phone.

Design thinking showed me how to empathize with customer, challenge assumption and create new  ideas. It showed me we can be creative in the work place other than doing power point slides and  presentations.

Since story telling taught me to challenge my assumptions and create new ideas I would expand my  repertoire and take different roles in the company in order to apply design thinking in other areas.


Challenge and Selection In my department I am working with special need and over 65 years old . I choose to storytelling because storytelling is a human activity for sharing experiences and values and it was as mentioned in the video was always been in the business world . I wanted to use storytelling to find our special need and our elderly population needs . What I liked about storytelling it generates lots of questions . When we use storytelling techniques we can find the solution quicker than trying to implement different services and policies for a long time . Since storytelling generates lots of questioning we can dive deep down and find the solution quickly . Application To serve better to our special need over 65 years old customers I suggested to my team to use individual approach rather than the “ one fit all ” approach . When I interviewed with different special need people , I saw that everyone has a unique need even in that sub groups . As a company we are thinking that when we have one special package we are serving customers ; however , the interviews were eye opener for me and my colleagues too . As I mentioned before I have blind customer , as well as deaf and mentally challenged other than the elderly population . Having a standard package for disabled people wo n’t help individual customer needs . I would like to share one of the interview I did with a blind customer . When I ask more and more question to my blind customer , he told me that how difficult for him to remember every detail in his contract after a certain time . Another story is coming from an elderly customer . Elderly customers are used to go the stores and ask their questions and get help from a person . However , because of the Covid-19 elderly people had a curfew and they could not go to stores . Then we realized that many of them get frustrated very easily and want to give up their packages . Without the interviews we did not know they need more face to face time . After the interview we offer them more face to face applications such as Zoom , Skype , and Web Ex . One of my elderly customer felt so happy to see someone face to face , all her anxiety went away and she was able to solve her problem without getting frustrated . Insight & Approach I think hearing different story from my customers my company realized it individual packages are important for our customer satisfaction as well as the company ’s uniqueness . For instance , for blind customers we need Barilla application or contract , but for elderly population we need more face to face time instead of just answering their questions on the phone . Design thinking showed me how to empathize with customer , challenge assumption and create new ideas . It showed me we can be creative in the work place other than doing power point slides and presentations . Since story telling taught me to challenge my assumptions and create new ideas I would expand my repertoire and take different roles in the company in order to apply design thinking in other areas .