Reflection – Mind Mapping

Challenge

My organization wants to move from the old traditional form of banking to a more modern  way. This new way will enable customers to transact with little or no contact with the bank  branches.

The project however is to create a banking solution that will capture the customer journey  with the bank i.e. (from Onboarding to transacting with the bank), will be completely or  almost online.

The project team will include members from various department: Customer Experience  Management, Business Development, Operations, Change, and Information Technology. We  will have to work together to come up with the best User/Customer Friendly application for  both our prospective customers and our current.

Selection

Lots of design thinking tools were used during the project, at the preliminary stage the tool  used was mind mapping. to show the visual representation of what each member of the  team thinks we can achieve our goal.

Application

The focus of using the mind mapping tool is to determine what I the app going to do, how It  will interact with our customers( prospective and current) and how it will affect their  customer  experience journey. Each member of the team gives a visual representation on a  board of what the application should contain, the interface and how the customer will  experience it.

Insights

Using the mind mapping tool, patterns begin to appear from each member of the project  team. Each member of the team focused more on their own particular role in the  organization, and how the application should be able to perform that role with customer  satisfied beyond expectation.

Patterns drawn from the map shows customer experience department team members  wants the application to be customer centric, they just want the customers to experience  more ease of banking though out their stay in the application, to navigate through each  module seamlessly. Meanwhile according to the mind map it reveals the operations team  members wants the application to be more focused on what type of modules should be in  the application which should be able to make the customers perform various types of  transactions with the application.

Approach

With the mind mapping tool revealing various insights and patterns on how the app should  look, the mind mapping tool was very important tool in the project because it enabled my  team members (Information Technology) department to include the revealed insights and  patterns drawn from other department team members in our own design thinking process,  before we moved to the next stage of the project.


Reflection – Mind Mapping Challenge My organization wants to move from the old traditional form of banking to a more modern way . This new way will enable customers to transact with little or no contact with the bank branches . The project however is to create a banking solution that will capture the customer journey with the bank i.e. ( from Onboarding to transacting with the bank ) , will be completely or almost online . The project team will include members from various department : Customer Experience Management , Business Development , Operations , Change , and Information Technology . We will have to work together to come up with the best User / Customer Friendly application for both our prospective customers and our current . Selection Lots of design thinking tools were used during the project , at the preliminary stage the tool used was mind mapping . to show the visual representation of what each member of the team thinks we can achieve our goal . Application The focus of using the mind mapping tool is to determine what I the app going to do , how It will interact with our customers ( prospective and current ) and how it will affect their customer experience journey . Each member of the team gives a visual representation on a board of what the application should contain , the interface and how the customer will experience it . Insights Using the mind mapping tool , patterns begin to appear from each member of the project team . Each member of the team focused more on their own particular role in the organization , and how the application should be able to perform that role with customer satisfied beyond expectation . Patterns drawn from the map shows customer experience department team members wants the application to be customer centric , they just want the customers to experience more ease of banking though out their stay in the application , to navigate through each module seamlessly . Meanwhile according to the mind map it reveals the operations team members wants the application to be more focused on what type of modules should be in the application which should be able to make the customers perform various types of transactions with the application . Approach With the mind mapping tool revealing various insights and patterns on how the app should look , the mind mapping tool was very important tool in the project because it enabled my team members ( Information Technology ) department to include the revealed insights and patterns drawn from other department team members in our own design thinking process , before we moved to the next stage of the project .