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KeyBank Client Challenge - Home Page
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At the beginning of The Client Challenge, we knew staying organized would help us a lot. We made and shared a few Google Documents and a shared Google Folder so everyone had access to each other's ideas and information. We researched KeyBank through online resources and the SQL database. We conducted empathy interviews/heart research and head research to develop a way to approach the prompt and create our problem statement. After developing our problem statement, we extracted more data from the KeyBank database. We developed our insight of focusing on the Contact Center and customer satisfaction. We decided that our solution needed to show that Key cares about their customers, is listening to their problems, and learning from these problems so they can better improve future customers' experience. From this, we created our service idea: "The Key Connection". Thankfully, we didn't run into any significant hiccups throughout our process. By implementing what we had learned in 103, we worked through the process seamlessly. This helped us feel strongly about our end product. The creative process really does work for solving all types of problems. We approached the issue through many lenses and clearly explained how it will help KeyBank reach the goal of lessening detractors and creating promoters. "The Key Connection" will help to increase customer satisfaction and result with a higher overall NPS for Key. Our team was very satisfied as we believe it is an extremely feasible solution that can truly help KeyBank.
Before starting the client challenge, my perspective on creative problem solving was good but didn't feel finalized. By implementing it through the Client Challenge, I was able to solidify what I learned through the semester and apply it to our project. It was also helpful to have other team members to bounce ideas off of and problem-solve with. After our presentation was complete, I felt proud of what we had accomplished, confident in our work, and excited to show it off. In regards to creative problem-solving, I learned a lot but the most helpful element to me is ideation. Prior to taking ESP103, I rarely brainstormed more than two or three ideas for a topic. ESP has taught me how to brainstorm more ideas than I think I need. At first, this can seem daunting and difficult to do, but the outcome is worth it because you start to think outside the box and one idea can lead to several other good ones. As a result of implementing this, some of my best ideas for my projects this semester have come from this process. I enjoyed having a real-life problem to work through instead of a theoretical one. I learned more about how to effectively work in a team, learned more about professional presentations, and gained practiced speaking in front of others.
Project 2 already gave us a solid idea of what a creative process looks like. Therefore, when the client challenge began, I was confident I could complete this project as long as I followed the process. It turned out just one Project 2 was not enough for me to master the application of creative process into solving real-life business problems. Therefore, during the client challenge, I found myself going back and forth between clarification and ideation, unable to move on. But thanks to my teammates who were positive and confident, I could proceed with the client challenge. I am the type of person who believes working on my own is the most productive method, yet this group project changed my perspective entirely: there will always be times when I don't know what to do and need to ask for support. After delivering the final presentation, I truly felt relieved and happy because we had managed to successfully present our product in front of the FYIC professors. Through this challenge, I finally comprehended the importance of having good teammates who can assist me and believing in the process. Creative problem-solving doesn't necessarily mean you go into the room, sit down and wait for that one creative idea to present itself; you have to constantly work towards it.
Before the client challenge project, I thought that I had a great idea of the creative process and how to go about solving a problem. After projects 2 and 3 I was confident I had it down. Little did I know, when working on a real case, there was a lot more to learn and discover when solving a bigger problem. During the client challenge, our group spent a lot of time together trying to ensure our solution was the best it could be. We would talk to each other all the time trying to think of ways it could be criticized, and then fixing that problem. We used a lot of creativity and were able to do so because everyone in our group cared about the challenge. We were constantly revising and redesigning our solution, I and don't think it could have turned out any better. After the project, there was a huge sense of pride and confidence after seeing what my group and I could do in a month. It was incredible to step back and look at how far we came and how close our group got since the start of school. I'm very glad I was able to meet the people in my group, and hopefully, we will all stay in touch. I learned so much about creative problem-solving, but the thing that stood out the most to me was that no matter how great you think a product is if you get another set of eyes on it you will find so many more ways to improve it.
I was satisfied with the end result of project 2 in ESP. While there were areas I could improve on, overall, I felt I had a solid understanding of the creative process. I was able to generate a solid solution to the problem, and document the work we did in a presentable, professional manner. Moving into the client challenge, I felt confident in our ability to come up with a solution to KeyBank's problem. We began with understanding the problem and found a real issue with the NPS of the contact center. We then proceeded with a lot of research, more than I'd completed with project 2. Collectively, we interviewed a very wide range of individuals and were able to draw solid insights from this. We also referenced many useful websites to learn more about customer experience in banking. Reading reviews of KeyBank on review sites helped us understand the types of issues customers deal with. Finally, we spent considerable time learning from the KeyBank touchpoint database. This contained a large amount of valuable information regarding Key's services, problem frequency, and NPS. Our many insights led us to a strong challenge question that was the backbone of our ideation. At this point, I felt extremely confident in our abilities to create a quality product. I learned a lot from our extensive research and was prepared to put it to use. We combined many ideas and designed two prototypes. We presented the one we felt best about on Shark Tank day and received very valuable feedback regarding our product. This helped us further develop it in to "The Key Connection," an initiative we feel will immensely benefit Key's customers, the bank itself, and the NPS. Overall, I am very satisfied with our final solution. It has been thoroughly evaluated from many angles and is a logical and feasible solution to improving customer satisfaction. This project helped me truly understand the importance of thorough research, as it led us to the final solution, which is tailored to the wants and needs of real people.
I think that now that we have gone through the final process and have seen the final outcome I am quite satisfied with the result of our project. I think that in the beginning there was a level of uncertainty. I didn't know how much work this would be and how smoothly the overall project would go there were a lot of unknowns in the beginning. I believe that once we had the solution figured out my overall confidence in the project as a whole greatly increased. I was quite prepared to present for the 90-second pitch and I believe that feedback, as well as help with our slide designs, really helped make our project stand out and show that we were quite serious about the project as an entirety. I felt a lot of satisfaction and pride for my group after we had finished I know the amount of work they did and for it all to come together it was something beautiful to be a part of. I think that the whole creative process is an interesting necessity for all things that we will do in the future. I had a lot of fun with the case study as well as my own project two and I believe the skills I have learned will be transferred into the future and I am quite grateful that we have had this experience.