Mind Mapping to identify Automation Opportunities

Design Thinking for Innovation by UVA Darden on Coursera

BY: Uwe Bas

21 Feb 2021

Challenge/Selection  I use the Mind Mapping often in defining a customer problem space when seeking to look at areas  where we can automate. Taking a customer centered approach to map out to the various stakeholders  and look at internal/external factors. Whenever presented with a customer problem I will build the  problem space. The challenges the team faces and mapping out how Automation can affect various  processes, value-chains and teams. It serves as a more engaging way than going through reports and  data. David Kelley, the founder of IDEO said, when I want to do something analytical, I make a list. When  I am trying to do something creative, I make a mind-map.

Application  I start the process by creating an overview of the value chain in the problem space and some select  focus areas based on understanding of the environment or other material. The understanding of the  environment is from a pre-work assessment and some interviews. Other material includes market  insights and our teams own automation expertise. The mind map is split into Above/Below the waterline  like a duck what the customer sees – Above the waterline vs what the customer does not see – Below  the waterline.

For the activity, we walk through the process at a high level and focus number of transactions and time  taken per transaction and high-level steps and applications used. After this initial walk-through, we do a  deeper dive on the key candidates looking at hand-off screens and data that is required to carry out the  activity. This allows us to exit the activity with a number of automation opportunity areas and some  candidates for automation.

Insights & Approach  What we have learned from these activities over the last 3 years is that people are engaged and they  openly share the challenges they see with the process. Also with the focus early on internal/external  factors, the team is able also identify areas of opportunity in other areas. We are always looking for  ways to improve how we carry out the exercises to drive better engagement. The team have built 100s  of automations and I have conducted 40 of these workshops. I approach this with a customer-centered  approach to reimagine tomorrow with automation.


Mind Mapping to identify Automation Opportunities Design Thinking for Innovation by UVA Darden on Coursera BY : Uwe Bas 21 Feb 2021 Challenge / Selection I use the Mind Mapping often in defining a customer problem space when seeking to look at areas where we can automate . Taking a customer centered approach to map out to the various stakeholders and look at internal / external factors . Whenever presented with a customer problem I will build the problem space . The challenges the team faces and mapping out how Automation can affect various processes , value - chains and teams . It serves as a more engaging way than going through reports and data . David Kelley , the founder of IDEO said , when I want to do something analytical , I make a list . When I am trying to do something creative , I make a mind - map . Application I start the process by creating an overview of the value chain in the problem space and some select focus areas based on understanding of the environment or other material . The understanding of the environment is from a pre - work assessment and some interviews . Other material includes market insights and our teams own automation expertise . The mind map is split into Above / Below the waterline like a duck what the customer sees – Above the waterline vs what the customer does not see – Below the waterline . For the activity , we walk through the process at a high level and focus number of transactions and time taken per transaction and high - level steps and applications used . After this initial walk - through , we do a deeper dive on the key candidates looking at hand - off screens and data that is required to carry out the activity . This allows us to exit the activity with a number of automation opportunity areas and some candidates for automation . Insights & Approach What we have learned from these activities over the last 3 years is that people are engaged and they openly share the challenges they see with the process . Also with the focus early on internal / external factors , the team is able also identify areas of opportunity in other areas . We are always looking for ways to improve how we carry out the exercises to drive better engagement . The team have built 100s of automations and I have conducted 40 of these workshops . I approach this with a customer - centered approach to reimagine tomorrow with automation .