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My name is Jesper Wille, my speciality is professional empathy, and I present my skills and abilities in the area of user/customer experience and understanding and Design & Systems Thinking.
What follows is an aperitif, made from samples in these speciality areas, and illustrated through cases, examples etc. - as you'll see I adhere to the principle that people's needs should be combined with what is technically possible in a way that makes good business sense.
As you will also see I've had a lot to do with physical products and environs, and indeed so does this presentation deal significantly with such things - however, I believe that there is no longer a sharp division between the physical and digital world. I therefore consider myself "medium agnostic" and I do not need to keep the physical and digital apart - a user is a user, a goal is a goal, and a result is a result, regardless.
My professional latitude also encompasses a wide selection of practical skills, acquired over a long carreer, and thanks to my a prolific curiousity and the notion that if it's needed to get the job done, I'll learn it. These include (but are not limited to):
• power user, Mac & PC• some web programming, html/PHP and various CMS experience• graphics, 2D & 3D, typically construction/presentation• various manual skills; I was trained a cabinet maker (see also my CV)
I seem to be considered an engaged, friendly and loyal colleague and employee - I'm gracious and positive of mindset, and I enjoy sharing it with people around me, and it's said that the sense of humor I bring is missed at my former places of employment.
Included in this presentation is my CV. I hope this will all pique your interest, and I look forward to contiuing our communication in some appropriate manner - I'm always available for an informal talk.
If you buy me coffee, I'll make sure you won't find it a waste.
København, 20/5 - 2014
Jesper Wille - tel +45 2329 3008 - www.jesperwille.com - [email protected] - twitter.com/jwcphThorsgade 69, DK-2200 København N
Jesper Wille
cases &examples
better products & better business through user understanding - a few hypotheticals
"A designer going for usable is like a chef going for edible"
- Aaron Walther
case: deBuyer steel skilletobjective: expose to new customer segments
approach:
storytelling - sentiment underpinned by sense and reason
- honest materials, good product- classical french wares, tested in restaurant kitchens since 1830- your personal skillet, more special and individual with each use- no unhealthy coatings which may chip into food
grounded, rustic, genuine simple, green, practical - the interst in real cooking
challenges:- prejudice: - hard to use, hard to clean, rust traces may contaminate foods etc.
- market dominance by chain store products
status quo:- deBuyer is a niche product- few outlets- mostly sold to professionals
- market dominated by modernistic products in plastic, aluminium and chemical surface coatings
goal:emotional attachment
purchase decisionemotional signature: contentment
- personality- substance- aesthetic in use- authenticity- environemt friendly- longevity
approach:
enlightenment, information, appeal to convenience
- hi-tech as low-tech
- pocket, purse or car: Never again "oh no, the battery's dead..."
- your personal renewable energy source
you know the problem - here's a solution, and one that you may feel good about
challenges:- unfamiliar product category- nerd factor- physical design needs tightening up- as does the indicator interface
- carrying case w. iPhone, that accessory outlets may "steal" and proliferate
status quo:- niche product- primarily used by outdoor type people
goal:convenient product
need
- well known need: the battery is flat...- "the green idea", pocket size- independent of sockets and outlets- tech-appeal: solar cells to go- charges anything with a USB
emotional signature: cared for
objective: wider exposure of “narrow” productcase: Solar Tech "Freeloader" charger
design
People personfiy machines, whether we want to or not - hence, such an appliance must be designed to be accomodating and forthcoming
Trust - it's a normal psycological reaction that if an apparatus is difficult to operate, we assume that it also can't be trusted to work the way we hope
Understand user conditions:
1. every user is a first-time user2. an alarm is never not important3. there isn't any room for doubt about whether the radio is set correctly or not4. often, the user will be tired, impatient, and operating the radio in the dark
Indentify the right assumptions:
the product must relate to the user's situation
nevertheless, countless travelers find them difficult - or impossible - to operate
the task of a hotel clock radio is simple: - sound off at a preset time
practical example:Hotel Clock RadioDesigned specifically for hotels, but based on certain flawed assumptions, such as the guest being interested in the genre of music waking them up - a function further dependent on external factors, possibly beyond the control of the hotel itself - and that any first-time user can handle a non-intuitive user interface as long as there’s a manual
a practical task which should have a perfect and simple solution - yet is very rarely does
Particularly if the customer is an electrician who has just struggled through 250 fundamentally flawed mounts, and now has to advise his next customer on choice of lamps (contract sales being a significant part of business for most manufacturers)
The emotional signature is decisive to the customer's endorsement
User-situation: Screws, tools, wires etc., as well as the lamp and the mount itself, are completely controlled by the unconsidered factor
User result: "dropped them... again..."
3D-CAD/CAM construction software: - an environment without up and down. A brilliantly powerful design tool, but also a condition that affects the designer’s point of view
There’s no inherent connection between how well-designed a lamp is, and how well-designed its mount is going to be - especially true for pendants. There are various reasons for this state of affairs, but none good enough to ignore what it means to the user
practical example:Pendant mount
Primary unconsidered factor: Gravity
the User's Reality
professional empathy as a result-oriented tool- practical user understanding
"Pay attention to what the users do, not just what they say"
- Jakob Nielsen
"I understand what it's like to use your right hand, even though I am left-handed"
Being a "People Person", one of my ressources is a well developed capacity for insight - the ability to experience a situation from the perspective of another, and using that understanding working towards a solution.
Some examples from former positions:
MilitaryAs a supplies sargeant, my task was to handle logistical needs of a 150-man company.
Subject(s): - a platoon of enlisted men, assigned to supply duty for reasons of inquisitiveness and non-military individualistic conduct.
Solution: - from the point of view of an 18yo free thinking young man, there are compelling reasons to challenge authority. By activating the individual pride, and challenging them to indeed challenge me, the authority figure, and giving them reasonably loose constrictions to find solutions, I created an effective logistics team for the unit.
Result: - a considerably greater degree of stability, including better motivated and less stressed/overworked personnel, compared to the sister company
Mekavi originating as a webshop, this business hired me when a physical store had opened, for the tasks of customer reception & contact, sales floor management etc.
Subject(s): - The Customer. Based on webshop experience, the customer entering the store was seen much like a "hit" on a webshop, where the main focus is on entry and exit rather than shopping experience and personal sale
Solution: - redesign and -disposition of store/showrrom, with emphasis on creating a compelling "design experience", and on forming a connection between the customer situation - "shopping for lamps for the living room/den/office etc." - and the physical presence in similarly themed surroundings.
Result: - growth, in interest as well as sales, enabling Mekavi to display a rising curve even during times of general decline in the industry
Rue Verteluxury interior decoration store, experiencing an unsatisfactory sale and a need for attracting new customers and segments
Subject(s): - potential customers; how to enable them to find a street shop that doesn't have an outreach strategy or -channel beyond a narrow geographic area
Solution: - establishing digital presences such as website, webshop, social media & newsletters, with the intention of meeting new customers where they are, out in the digital world looking for inspiration and informationIncreased attention and insight towards journalists/stylists, making for better support of them in their tasks, in return receiving greater exposure and positive endorsement
Result: - going from a narrow break-even to healthy growth during a time of great hardship in the industry, broadening media references, new loyal customer relations via regular, targeted communication
Montana Mobilebrand specific furniture store - employed for the purpose of opening up towards the retail segment
Subject(s): - potential customers, plagued by sporadic and imprecise communication, doubts regarding the store's retail status, uninspiring store and displays
Solution: - redesign and restrategizing on all digital fronts for the purpose of meeting new customers in previously unharnessed areas of the design/furniture sphere.Restrategizing the store/display, creating a better, clearer emotional connection with the mentality of the furniture/interior-shopping customerA more homey, inspiring and inviting mood throughout the store, as well as renewed outreach towards stylists and journalists.
Result: - notable positive reactions from both existing and new customers, as well as from stylists/journalists, increased interest from previously untapped segments, a promising webshop launch
The empathy tool in writing & text
Clear and effective written communication depends on whether form, content and message is attuned to the recipients' situation - the skilled communicator is empathic and has the ability to comprehend diverse recipient situations as if they were his own.
Example from Rue Verte Plus - newsletters (in Danish):
Before: A flat, uninspiring layout, lacking • call-to-action• web address• physical address• contact information
No situation exists in which this approach is adequate, not to mention optimal.
After: Text & appearance is now accomodating and simple, with a brief, concise message followed by a number of specific call-to-action items.
Appealing to • the directly, deliberately involved reader• the "skim reader" who can get an overview
quickly, and has ample reasons to return• anyone who prefers to call or visit the store
Result: open-rates up to 5 times higher than industry average, high retention and re-reading rates
Examples from Montana Mobile, newsletters (in Danish):
Web version | Opdater indstillinger | Afmeld Like Tweet Videresend
Besøg os lørdag d 1ste december - dedikeret til julen
Kom forbi og hils på eller kig ind og hæng ud i Montana Mobile lørdag d 1ste december, hvor vi -blandt tidens glit og glimmer, hjerter, stjerner og guirlander - byder på julesnacks og en lille én tilganen.
Vi har juleklip til børn og barnlige sjæle, og masser af gaveinspiration til ønskelisten.To billetter til Det Kongelige Teater udloddes blandt dagens besøgende.
Du har i øvrigt sikkert hørt, at lukkeloven blev afska��et pr 1ste oktober - vi har valgt at udvideåbningstiderne, og holder nu åbent: hver 1ste og sidste søndag i måneden fra kl. 11 til 15.- og husk nu også, at parkering i indre by er gratis om søndagen
Vi glæder os til at se jer!Med venlig hilsen
Montana Mobile
Marmor-lysestage - kr. 649,- "Form Bowl" sæt á 5 stk. - lillekr. 795, stort kr. 1.195,-
Puder i Alpaca-uld - fra kr.400,-
- og mange andre gode gave-ideer...
Ret dine tilmeldinger | Afmeld
Montana Mobile - Bredgade 241260 København K
www.montanamobile.dk
Web version | Opdater indstillinger | Afmeld Like Tweet Videresend
Fredericia Furniture i Mobile!Det er os en stor fornøjelse at meddele, at Montana Mobile har indledt et samarbejde med en afDanmarks stolteste møbelproducenter, Fredericia Furniture.
Frederica producerer en perlerække af både designklassikere og nye møbler fra de bedstedesignere - fra Børge Mogensen, Nanna Ditzel og Hans J. Wegener til Cecilie Manz, Furnid ogSpace CPH.
Du kan opleve en række udvalgte modeller fraFredericia's store program i vores forretning iBredgade.
Vi hjælper dig gennem din bestilling, rådgiver dig omkring ting som valg af farver og stof tilpolstring, viser dig prøver fra det store udvalg af tilgængelige sto��er - eller byder dig en kop ka��e,mens du prøvesidder...
På gensyn i Bredgade -Vi glæder os til at betjene dig!
- Montana Mobile
Ret dine tilmeldinger | Afmeld
Montana Mobile - Bredgade 241260 København K
www.montanamobile.dk
Web version | Opdater indstillinger | Afmeld Like Tweet Videresend
Sommer i Mobile!Mandag d. 3/6 kl. 15.00 byder vi indenfor i Bredgade til...
foto: Egon Gade - stylist: Gitte Kjær
udgivelse af “Living vol. 4” - Montana’s årlige inspirations-katalog, stylet af Gitte Kjær ogfotograferet af Egon Gade. Se udvalgte opstillinger “Live”, og få et eksemplar af kataloget medhjem
Louise Roe @ Mobile: - designer Louise Roe viser boligaccessories og mode fra sin kollektion,og vi giver 20% på tøjet
Forårs-lounge-musik v. DJ Karsten Loud
Vel mødt -
Vi glæder os til at se dig - tag gerne en ven med!
(send evt. denne invitation videre ved hjælp af linket oppe i øverste højre hjørne)
Ret dine tilmeldinger | Afmeld
Montana Mobile - Bredgade 241260 København K
www.montanamobile.dk
Web version | Opdater indstillinger | Afmeld Like Tweet Videresend
Montana Mobile går på nettet!- det vil sige, vi har jo haft en hjemmeside længe, naturligvis, men der er sket noget helt nyt: Vi har lanceretvores helt egen webshop.
Det vil sikkert interessere dig at vide, at vi sender alle ordrer over kr. 750,- gratis!
Vores navn taget i betragtning kommer det næppe som en overraskelse, at vi har Montana-produkter ivores udvalg - så for den, der altid har drømt om at komme i gang med Montana (eller den, der netop erbegyndt på det), såvel som den, der trænger til at supplere op, er det hele netop blevet meget nemmere.Til at begynde med drejer det sig om nogle få, udvalgte units i en enkelt farve, samt lidt tilbehør - men monikke det udvalg kommer til at vokse.
Det er dog langt fra det eneste, du ��nder hos os...
Designed and written with the intention of connecting the stringent, somewhat clinical Montana look with the coziness feelings of a comfortable home, and of marrying classical interior decoration styles with the digital world
Result: consistently high open- and re-reading rates, convincing retention
Example from Montana Mobile, user manual (in Danish):
Written for the benefit of a user, who• possesses minimal IT user skills• is un-experienced in the use of back end systems or web sales• is a first-time user of the particular system, or• has a problem requiring immediate resolution
Result: all personnel can carry through a web sale without help, from the order is placed until the package is sent
Webshop vejledning
Når der indløber en ordre på webshop, modtager vi automatisk to emails: Én med en kopi af ordrebekræftelsen frawebshoppen, og en elektronisk betalings��kvittering fra Quickpay.
(bemærk, at begge emails skal ankomme, før et køb er gennemført �� kommer der kun en ordrebekræftelses��kopi, ogingen Quickpay��kvittering, er betalingen sandsynligvis fejlet. I det tilfælde kontakter man kunden og beder dem prøveigen)
Disse to emails er signal til, at vi kan gå i gang med at køre ordren gennem vores eget system �� det foregår på følgendemåde:
1. �� opret ordren i NAV, med varenr. 2002 (MONTANA WEBSHOP, hedder den). Husk at holde øje med, om det er heleeller halve ophæng, moduler med eller uden m.m.
2. �� forsendelse:● mindre ting (ophæng, puder, sokler m.m.) med Post Danmark, helt almindelig forsendelse, godt og forsvarligt
emballeret (især hvis det er glas!!)● moduler:
○ hvis det er i NT’s normale udkørselsområde, plejer han at tage den○ hvis det ikke er, har jeg sendt med Danske Fragtmænd �� men så skal varen herind forbi;; jeg har forsøgt
at sende dem og hente varen ved GRID (så skal man give DF adresserne i telefonen), men det gik ifisk. Turen bestilles på tlf. 7252 7777. Bemærk også, at de leverer til private, men der skal være nogentil at modtage varen, og det er ikke muligt at få et præcist tidspunkt.
■ Bjarne er indforstået med at finde e��handelsvarer frem, mens NT er på ferie, og få dem ind tilbutikken
○ Små moduler (1261, 6112) kan reelt godt sendes med Post Danmark, det har jeg dog ikke prøvet...
Ved forsendelsen printes leverance��seddel og faktura fra NAV �� de foldes i tre, med leverancesedlen forrest, og lægges ien plast��klistre��kuvert (i skuffen oven over visitkort), så man kan se adressen, men ikke, hvilke varer det er, eller hvad dekoster.
2a. �� hvis kunden har valgt “jeg afhenter selv i butikken”, gøres tingene klar, og så logger man på webshoppen, går indpå ordren, og finder feltet “Ordrebemærkninger” �� der skriver man noget i retning af “kære X, din bestilling står nu klar tilafhentning i butikken i Bredgade. Se evt. www.montanamobile.dk for åbningstider. Venlig hilsen...” �� og så vælger man“Kundebemærkning” og klikker “Tilføj”. Så sendes bemærkningen automatisk til kundens email.
3. �� “Capture” af betaling og opdatering af ordrestatus i webshop: Når varen afsendes, bogføres ordren selvfølgelig i NAV,og så skal man også hæve betalingen �� det gøres ved at logge på webshoppen, gå ind på ordren under WooCommerce,og klikke på “Capture” i højre side for oven.
CV
"Design is not just what it looks or feels like - design is how it works"
Steve Jobs
#Sale
s#L
eade
rship
& A
dmini
strat
ion
#Pro
ject
#Des
ign
#Self
-em
ploye
d
#Self
-em
ploye
d
#Lea
ders
hip &
Adm
inistr
ation
#Man
ual
#Edu
catio
n#E
duca
tion
#Art
Jesper Wille - tel +45 2329 3008 - www.jesperwille.com - [email protected] - twitter.com/jwcphThorsgade 69, DK-2200 København N
1992: Initiated education: Medically examined sports-masseur and muscular therapist, DMF
1991: Discharged with high marks from military serviceEmployed at ISS Slagteriservice, sanitation workerGuitar player, singer and songwriter with several bandsBusker/street performer
1990: Trained for NCO at Sergentskolen i Sønderborg (147mm TOW-missile commander)Transferred to Den Kongelige Livgarde (Royal Life Guard), serving as a supply sargeant
1989: High school exam, mathematic/musical lineDrafted into service, Danske Livregiment, selected for NCO school
2001: Quality and logistics supervisor, Rud. Rasmussens Snedkerier
1999: Completed training as Cabinet Maker, employed at E. O. Jönsson A/S
1996: Started traing as Cabinet Maker at E. O. Jönsson A/S
1994: Completed educations as a muscular therapist Launched “Life’n Sports”, sports and general massage service
2006: Project Manager, Welltec, for Johannes Torpe Studios3D-visualisation for, among others, Glahn & Jäpelt, Studio K and Linde & LindeProject collaboration with Studio K for Carlsberg og Vega among othersStudies and collaborations regarding Second Life with, among others, TV-2 og Dansk Røde Kors
2005: Company renamed as Jesper W. of CopenhagenExhibition at Scandinavian Furniture Fair, STATION 1 // Jesper W. of CopenhagenProject Manager, Nasa Extreme Makeover, for Johannes Torpe StudiosExhibition at TEKO, HerningExhibition at Routes konference, Kødbyen, CopenhagenLighting and decoration, Fanny Foxy Fashion Fair Five, Kødbyen, CopenhagenPersonal assistant to Sebastian Holmbäck, Studio-BExhibition at Nordic Music Awards
2004: Exhibition at “Scandinavian Furniture Fair”, STOL-04
2003: Exhibition at “Scandinavian Furniture Fair”, DIScantus CPHCreates “Grant’s Chair” network for creative professionalsExternal design advisor, Yask Furniture Factory
2002: Terminated position at Rud. Rasmussen to launch DIScantus CPH design company
2014: Jesper W. of Copenhagenvarious clients, e.g. Georg Jensen, Wallbreaker Dynamics ApS, TH Design
2012: Montana Mobile A/S, store manager
2009: Rue Verte Plus ApS, assistant manager, interior advisor og sales communications and PR manager, webshop developer, IT support manager
2007: Mekavi ApS, interior and lighting advisor, sales, communications & PR manager
