Who am I? My name is Daniel Jackson and I do web and service design with a touch of entrepreneurship and have been lucky enough to work with both big and small organizations.
Just left a successful non-profit startup I was hired to found, check it out at frivillig.no.
Currently working on the next big thing: receiptrunner.com.
This space is my portfolio and CV.
Tasked with designing, launching and running a national service for recruiting volunteers: Frivillig.no
The non-profit Frivillighet Norge hired me to create two things:
We had funding based on the hope that we would recruit 500 volunteers in 2016 and grow to recruiting 3000 in 2019. We crushed those goals, and by the time I left the project we'd had over 4000 people sign up to volunteer in just 10 months.
I've had the honour of doing freelance work for big companies like Posten Norway and Ulstein, together with fantastic people in local service design companies like Eggs, LiveWork and Halogen.
Work has ranged from simple one-day helping hands to complex, months long projects, planning services on a strategic level. In different teams I've helped arrange workshops, worked with internal communication, done user and field research and created service blueprints.
Most were done as a two-man team together with Jane Pernille Landa Hansen, and the two of us always have a few things cooking.
The contents of the projects are confidential, but there's a list of clients in my CV below.
Here's a few non-confidential student projects:
In the spring of 2015 Jane Pernille Landa Hansen and I did over 60 interviews and shadowed five processes to write a thesis on how Service Designers can get our designs implemented in bigger organisations.
Here is the resulting work. We hope it can help you.
Visitors found it hard to navigate the museum. After analyzing and understanding why, I came up with a new map which tests 24 times better than the old one:
Teknisk Museum is a success with double the visitors today it had only ten years ago. That success leads also to increased demand for tools that help you navigate the museum without having to ask the personell.
In this project we worked closely with the museum and I wanted to make something the fantastic people working there could actually implement with their current budget. After the analysis I had several different angles of attack, but chose to create a new map on the evaluation that it would have the biggest impact for the museum and still be feasable.
To test it I built a tool using Amazon Mechanical Turk where I paid people 40 cents to come in and draw directions on the map. Afterwards I had numbers showing that 24 times more people found the way on my new map - and a few hundred drawings that I combined into these telling images:
You can clearly see the common mistakes like walking in the air (the white area on the old map is not walkeable) - but also telling is the fritzyness around the areas fewer people have been to.
Student project, 3rd year AHO. Currently in use by Teknisk Museum.
Bring wanted to win hearts. But how do you do that when you're a boring, mundane company with a service that's just supposed to work? Together with a great team and the great people at Bring we tackled that problem in this service design student project.
Based on user and field research into Brings customers and operations we saw a potential to win hearts when things go wrong. We then researched how hearts are won and how stories are told, and used that knowledge from fields as diverse as marketing and story telling to construct new rules for Brings customer service.
The concept is about giving Brings customers an experience that not only won their heart, but that is worth retelling. A story they will want to share with friends, colleagues and the internet. To be worth retelling a story needs to be about more than solving a problem. It needs emotions and unexpected twists, as well as great dramaturgy.
We think that all you need to get a shot at this kind of great story is a person in distress who contacts you, and a service that is designed to handle that situation with grace.
The idea is not to change every customer interaction into an adventure, but to create a system which works for the mundane and is ready to seize the opportunity when the extraordinary is possible. The way we do this is by giving Bring employees the mandate and resources they need to create great stories for their customers. In essence, we give them a license to help.
The end result is a Bring that wins hearts and creates stories that lives on and market the brand both internally and externally, effectively creating good company morale, happier workers, a stronger brand identity and lifelong loyalty from customers.
Since 2008 I've run a one man web design firm called Snill design. It's paid my bills, kept me interested and let me do relevant work with real customers while studying and pursuing other projects: